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The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

Selim Ahmed (World School of Business, World University of Bangladesh, Dhaka, Bangladesh)
Muhammad Mohiuddin (Department of Management, Laval University, Quebec, Canada)
Mahfuzur Rahman (Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur, Malaysia)
Kazi Md Tarique (ULAB School of Business, University of Liberty Arts Bangladesh, Dhaka, Bangladesh)
Md. Azim (World School of Business, World University of Bangladesh, Dhaka, Bangladesh)

Journal of Islamic Marketing

ISSN: 1759-0833

Article publication date: 5 May 2021

475

Abstract

Purpose

The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services.

Design/methodology/approach

A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3.

Findings

The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services.

Research limitations/implications

This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas.

Practical implications

The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers.

Originality/value

Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

Keywords

Acknowledgements

The authors would like to thanks to the respondents who deliberatively participated in the survey. Authors would also like to thanks to the reviewers for giving valuable comments to improve the quality of the paper.

Citation

Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K.M. and Azim, M. (2021), "The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality", Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JIMA-11-2020-0346

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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