Assessing, synthesizing and categorizing the technical requirements for service quality improvement: an exploratory study on Islamic banks in Bangladesh / Muhummad Khairul Islam ... [et al.]

Islam, Muhummad Khairul and Hoque, Muhammad Nazmul and Islam, Rafikul and Khanom, Fahima (2025) Assessing, synthesizing and categorizing the technical requirements for service quality improvement: an exploratory study on Islamic banks in Bangladesh / Muhummad Khairul Islam ... [et al.]. Management & Accounting Review (MAR), 24 (1): 14. pp. 383-404. ISSN 2550-1895

Official URL: https://mar.uitm.edu.my/

Abstract

The aim of this study was to identify the technical requirements of Islamic banks in Bangladesh for fulfilling the needs and requirements from their customers to ensure service quality. Data were collected through interviews as one of the “generic qualitative inquiry” approach from 25 middle and top level of executives who have had at least five years of experience in dealing with their valued customers from seven Islamic banks on a personal contact basis. The research data were analyzed starting with transcribing the statements of respondents and later the analysis was completed through content analysis. Altogether, 47 synthesized technical requirements (how’s) were developed and later, all the requirements were categorized under 6 dimensions namely, Employees’’ Competency, Islamic Shariah Matters, Service Quality Practice, HRD and Management Role, TQM Practice, Communications and Information Technology. The findings of this research provided the plausible and necessary guidelines to the executives of Islamic banks in Bangladesh for fulfilling the needs and expectations to build customer satisfaction and attain competitive advantage through the service quality enhancement. Moreover, this study provides new insights into customers’ technical requirements about Islamic banking services that could assist those banks to understand the customers’ perceptions for upholding the ultimate satisfaction.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Islam, Muhummad Khairul
UNSPECIFIED
Hoque, Muhammad Nazmul
nazmul@uitm.edu.my
Islam, Rafikul
UNSPECIFIED
Khanom, Fahima
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HG Finance > General works. Financial institutions
Divisions: Universiti Teknologi MARA, Shah Alam > Accounting Research Institute (ARI)
Journal or Publication Title: Management & Accounting Review (MAR)
UiTM Journal Collections: Listed > Management & Accounting Review (MAR)
ISSN: 2550-1895
Volume: 24
Number: 1
Page Range: pp. 383-404
Keywords: Service Quality, Islamic Banks, Technical Requirements, Customer’s Satisfaction, Bangladesh
Date: April 2025
URI: https://ir.uitm.edu.my/id/eprint/113593
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