The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account

Using an extended SERVQUAL model, this study identifies and compares the importance of service quality to Muslim consumers with an Islamic or non-Islamic bank account in a non-Muslim country, Britain. Eight group discussions and survey with 300 Muslims were conducted. Five dimensions of service quality were identified, i.e. Responsiveness, Credibility, Islamic Tangibles, Accessibility and Reputation. These differ in structure and content from the original SERVQUAL developed in the west and the subsequent CARTER model constructed in a Muslim country. In addition, significant differences were found in the importance rating of items by respondents holding an account with an Islamic bank compared to those with a non-Islamic bank account. This study is one of the first to identify and compare the importance of service quality between Islamic and non-Islamic bank account holders in a western non-Muslim country. The results advance our understanding of the impact of culture on SERVQUAL. The study provides insight into Muslims’ bank choice and helps bank managers of both Islamic and non-Islamic banks to focus their attention on the service quality dimensions that matter most to Muslim customers

Explorations in customer attachment

Our research identifies several forms of attachment between consumers and service organisations. Our primary research programme analysed data from 7 focus groups, 39 one-an-one interviews and 975 individual consumer questionnaires. We identify 3 forms of positive attachment, based on three different foundations: the credibility of the organisation, compatibility between the values of the organisation and those of the consumer, and interpersonal or relational considerations. We have developed a statistically valid and reliable scale that can be used to measure these 3 forms of attachment. We also identify other forms of consumer attachment grounded on less positive associations with organisations, including inertia and alienation.10 page(s

SYSTRA?SQ: a new measure of bank service quality

20 page(s

Beyond satisfaction : customer attachment to retail banks

Purpose – This research paper seeks to investigate the different types of attachment that customers develop towards retail banks. Design/methodology/approach – The approach blends literature reviews, in addition to qualitative and quantitative methods. The primary research programme analyses data from seven focus groups, 39 one-on-one interviews and 1,058 individual consumer questionnaires. Findings – Identifies three forms of positive attachment, based on three different foundations: the credibility of the organisation, compatibility between the values of the organisation and those of the consumer, and interpersonal or relational considerations. Presents a statistically valid and reliable scale that can be used to measure these three forms of attachment. Also identifies other forms of customer-bank attachment grounded on less positive associations, including inertia and alienation. Originality/value – The scale can be used to identify customer-organisational attachment profiles that transcend or complement customer satisfaction, and provide a basis for relationship longevity.11 page(s

The theory and practice of customer bonding

25 page(s

A new model of customer-organisation attachment

Cover title."November 2003"Bibliography: p. 34-36.Also available online at MGSM website: http://www.mgsm.edu.auiii, 36 leave

An exploration of the conceptual linkages between service quality, customer satisfaction, consumer involvement and relational intention

SIGLEAvailable from British Library Document Supply Centre-DSC:9349.712(360) / BLDSC - British Library Document Supply CentreGBUnited Kingdo