Cuadernos de Economía

ISSN : 0210-0266
Untitled-43

The Effect of Customer Service Quality on Customer Satisfaction in the Gulf Cooperation Council's Islamic Banking Industry

  • Sulaiman Al Thuwaini , Faculty of Business Studies, Arab Open University, Saudi Arabia
  • Muhammad Nauman Khan , Faculty of Business Studies, Arab Open University, Saudi Arabia
  • Syed Raziuddin Ahmad , Faculty of Business Studies, Arab Open University, Saudi Arabia
  • Muhammad Salman Shabbir , Dhofar University, Salalah, Oman
  • Mohd Ziaur Rehman , Department of Finance, CBA, King Saud University, Riyadh, Saudi Arabia
  • Imran Khokhar , Faculty of Business Studies, Arab Open University, Saudi Arabia

Keywords:

Banking Industry, Customer satisfaction, CARTER model, Customer service quality. ,

Abstract

The objective of this study is to add to the banking literature by investigating the several factors that affect the quality of customer service and its impact on customer satisfaction in the GCC Islamic Banking Industry. This study discusses the CARTER model, which displays the links between six elements that affect the quality of customer service and customer satisfaction in the GCC Islamic banking industry. This is a study of a quantitative nature and the data was obtained by utilizing survey questionnaires to address different insights. The target audience in this study includes all clients with an account in Islamic banks in various Gulf Cooperation nations. The online surveys were distributed to clients of Islamic Banks, 375 responses were received online, which provides sufficient power for statistical analysis. This sample size is adequate for the convergent and appropriate AMOS solution for models. The reliability coefficient (Cronbach’s alpha) was established, and the structural equation modelling was used to examine the significant relationships among the study variables. The results reveal that all hypotheses are accepted and statistically significant. The quality indicators for customer service have a beneficial influence on customer satisfaction when consumers engage with Islamic banks. The current study may suffer from a lack of generalization, as it is conducted in only GCC Islamic Banking Industry. It might also be useful to enlarge the study sample and include a comparison between Islamic versus conventional banking concerning service quality and customer satisfaction. This study has the potential to impact existing banks in terms of service quality, with the ultimate goal of improving customer satisfaction and retention.