Customersa Perception of Service Quality of Islamic Bank in Bangladesh: An Empirical Analysis of Shahjalal Islami Bank Limited

1
S M Feroj Mahmood
S M Feroj Mahmood
2
Mohammad Wasiu Osman
Mohammad Wasiu Osman
1 Notre Dame University Bangladesh

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After Indonesia and Pakistan, Bangladesh is considered to be the third large Muslim populated country. The banking consumers now prefer Islamic Banking to conventional banking. In order to fulfil the higher demand of products and services of Islamic banking requires not only superior quality service but also prompt response to customer. In addition economical in operating system, strict compliance to Islamic Shari`ah and satisfactory community service through job creation and guaranteeing consistency in service provisions are also required. The study finds that consumers in Bangladesh really interested in Islamic banking and alongside they want superior customer value and satisfaction. SERVQUAL perception is fully used to find the service quality of Islamic banking in Bangladesh and also followed the five important instruments to identify the customers’ observation of Shari`ah banking.

19 Cites in Articles

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

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No ethics committee approval was required for this article type.

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Not applicable for this article.

S M Feroj Mahmood. 2015. \u201cCustomersa Perception of Service Quality of Islamic Bank in Bangladesh: An Empirical Analysis of Shahjalal Islami Bank Limited\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 15 (GJMBR Volume 15 Issue A12): .

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GJMBR Volume 15 Issue A12
Pg. 1- 17
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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December 12, 2015

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After Indonesia and Pakistan, Bangladesh is considered to be the third large Muslim populated country. The banking consumers now prefer Islamic Banking to conventional banking. In order to fulfil the higher demand of products and services of Islamic banking requires not only superior quality service but also prompt response to customer. In addition economical in operating system, strict compliance to Islamic Shari`ah and satisfactory community service through job creation and guaranteeing consistency in service provisions are also required. The study finds that consumers in Bangladesh really interested in Islamic banking and alongside they want superior customer value and satisfaction. SERVQUAL perception is fully used to find the service quality of Islamic banking in Bangladesh and also followed the five important instruments to identify the customers’ observation of Shari`ah banking.

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Customersa Perception of Service Quality of Islamic Bank in Bangladesh: An Empirical Analysis of Shahjalal Islami Bank Limited

S M Feroj Mahmood
S M Feroj Mahmood Notre Dame University Bangladesh
Mohammad Wasiu Osman
Mohammad Wasiu Osman

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