The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania

This study was intended to examine the relationship between service quality and customers satisfaction in Tanzania Islamic banks. The study applied six service quality dimensions of CARTER model developed by Othman and Owen, (2001) to achieve the intended objectives. Dar-es-salaam and Zanzibar have...

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Main Author:	Fauz, Mohd Khamis
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	HF5415.33 Consumer Behavior. HG Finance
Online Access:	https://etd.uum.edu.my/4593/1/s816018.pdf https://etd.uum.edu.my/4593/2/s816018_abstract.pdf
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id	my-uum-etd.4593
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ab Rashid, Rosemaliza
topic	HF5415.33 Consumer Behavior. HG Finance
spellingShingle	HF5415.33 Consumer Behavior. HG Finance Fauz, Mohd Khamis The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania
description	This study was intended to examine the relationship between service quality and customers satisfaction in Tanzania Islamic banks. The study applied six service quality dimensions of CARTER model developed by Othman and Owen, (2001) to achieve the intended objectives. Dar-es-salaam and Zanzibar have been selected as the study areas and three Islamic banks (Amana bank, KCB and PBZ) were selected. The study used convenience sampling to get the questionnaire respondents from selected banks. 384 questionnaires were randomly distributed to customers and a total of 255 questionnaire were able to be collected and used for analysis for this study. With the help of SPSS version 19, descriptive analysis, correlation analysis and regression analysis have been used in this study in order to meet research objectives. The findings indicate significant relationship between service quality and customers’ satisfaction. In addition, service quality found to be significant predictor of customers’ satisfaction. However, empathy, compliance and reliability were found to be the only significant predictors of customers’ satisfaction compared to other dimensions. Banks are recommended to improve quality of their services, and provide knowledge to the community about Islamic banking and its products and services. Strong emphasis should be put on those areas that are directly associated with customers service. Moreover, banks must focus on complying with Islamic principles, improving reliability and empathy as these were found to have high effect on customers’ satisfaction.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Fauz, Mohd Khamis
author_facet	Fauz, Mohd Khamis
author_sort	Fauz, Mohd Khamis
title	The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania
title_short	The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania
title_full	The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania
title_fullStr	The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania
title_full_unstemmed	The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania
title_sort	relationship between service quality and customers' satisfaction in islamic banks in tanzania
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2014
url	https://etd.uum.edu.my/4593/1/s816018.pdf https://etd.uum.edu.my/4593/2/s816018_abstract.pdf
_version_	1747827761084366848
spelling	my-uum-etd.45932022-05-18T02:05:50Z The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania 2014 Fauz, Mohd Khamis Ab Rashid, Rosemaliza Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. HG Finance This study was intended to examine the relationship between service quality and customers satisfaction in Tanzania Islamic banks. The study applied six service quality dimensions of CARTER model developed by Othman and Owen, (2001) to achieve the intended objectives. Dar-es-salaam and Zanzibar have been selected as the study areas and three Islamic banks (Amana bank, KCB and PBZ) were selected. The study used convenience sampling to get the questionnaire respondents from selected banks. 384 questionnaires were randomly distributed to customers and a total of 255 questionnaire were able to be collected and used for analysis for this study. With the help of SPSS version 19, descriptive analysis, correlation analysis and regression analysis have been used in this study in order to meet research objectives. The findings indicate significant relationship between service quality and customers’ satisfaction. In addition, service quality found to be significant predictor of customers’ satisfaction. However, empathy, compliance and reliability were found to be the only significant predictors of customers’ satisfaction compared to other dimensions. Banks are recommended to improve quality of their services, and provide knowledge to the community about Islamic banking and its products and services. Strong emphasis should be put on those areas that are directly associated with customers service. Moreover, banks must focus on complying with Islamic principles, improving reliability and empathy as these were found to have high effect on customers’ satisfaction. 2014 Thesis https://etd.uum.edu.my/4593/ https://etd.uum.edu.my/4593/1/s816018.pdf text eng public https://etd.uum.edu.my/4593/2/s816018_abstract.pdf text eng public masters masters Universiti Utara Malaysia Ahmed, A., & Rehaman, K.-u. (2010). An imperical investigation of islamic banking in Pakistan based on perception of service quality. Aferican Journal of Business Management, 1185-1193. Akhtar, M. N., Hunjra, A. I., Abkar, S. W., Rehman, K.-U., & Niazi, G. S. (2011). Relationship between customer satisfaction and service quality of islamic banks. World Applied Sciences Journal 13 (3) , 453-459. Akkizidis, I., & Khandelwal, S. K. (2008). Financial Risk Management for Islamic Banking and Finance. New York, N.Y.10010: Palgrave Macmillan. Al-Hawari, M., & Ward, T. (2006). 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The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania

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