Customer satisfaction in Libyan windows islamic banking
Banking sector's growth is vital for a country's economic developmen1 as it provides most of the financing sources for businesses. Customer satisfaction is one of the most important factors which determine the feasibility of a banking operation. Thus, this study aims to measure customer...
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| Summary: | Banking sector's growth is vital for a country's economic developmen1 as it provides
most of the financing sources for businesses. Customer satisfaction is one of the most
important factors which determine the feasibility of a banking operation. Thus, this study
aims to measure customer satisfaction in Libyan commercial banks which operate under
the Islamic window system, using the structural equation model (SEM). This study uses
the dimensions from the modified SERVQUAL model, namely Tangibility, Assurance,
Reliability, Responsiveness and Empathy. Structural Equation modeling (SEM) was
performed to determine the direct relationship between customers' satisfaction and the
underlying construct of perceived service quality as indicated by the SERVQUAL model.
In addition, this study examined indirect relationship between Expected service quality
and customer satisfaction mediated by the perceived service quality. The relationship
between customer awareness and customer satisfaction moderated by gender and marital
status is also examined. Testing series of hypothesis designed in the study, in relation to
expected and perceived service quality, the study has found that there is an indirect
relationship between expected service quality and customer satisfaction mediated by
perceived service quality. There is a positive and significant relationship between
customers' satisfaction and customer awareness. Positive and significant relationship
between customers' satisfaction and constructs of perceived service quality represented
by (Tangibility, Responsiveness, Assurance, Empathy and Reliability) dimensions was
also established in the research. This study also examines the awareness level of Libyan
customers on various Islamic products such as the understanding of the key concepts of
banking services, namely Mudharabah, Musharakah, Murabahah, Ijamh Financing and a
number of interest-free bank services for 366 cross-sectional samples that were taken
from three commercial banks in Libya which have been adopting the window Islamic
system namely Gumhouria Bank, Wahda Bank and Sahara Bank in year 201 2. The study
has found that there is a positive and significant relationship between customers'
satisfaction and customer awareness. Also there is an indirect relationship between
expected service quality and customer satisfaction mediated by perceived service quality.
This study also found positive and significant relationship between customers'
satisfaction and constructs of perceived service quality represented by (Tangibility,
Responsiveness, Assurance, Empathy and Reliability) dimensions. This study implicates
that Libyan banking sector should be focusing to improve the expressions of the desire or
willingness of the service provider to help customers and deliver services to them. The
results of the study could be used by players and regulators in the banking sector in Libya
to improve the service quality offered to their customers by examining the dimensions of
expected and perceived service quality. |
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