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Does service quality increase the level of banks performance: Comparative analysis between conventional and Islamic banks

Syed Faraz Ali (Department of Management Sciences, University of Bolton, Bolton, UK)
Muhammad Naeem (Worcester Business School, University of Worcester, Worcester, UK)

Journal of Management Development

ISSN: 0262-1711

Article publication date: 8 July 2019

Abstract

Purpose

The purpose of this paper is to unfold the relationship between service quality and level of performance of conventional and Islamic banks. Also, it intends to uncover what are the features of service quality which can raise the level of performance either in conventional banks or Islamic banks. There is rare literature available that focused on comparative study between above stated banking systems based on emerging parameters of SERVQUAL model.

Design/methodology/approach

To meet the objectives of this investigation, research data has been from 450 customers who have had accounts and dealings with conventional and Islamic banks in the previous five years. The customers are selected based on cluster sampling from regional offices of conventional and Islamic banks.

Findings

The collected data have been analyzed by using confirmatory factor analysis (CFA) technique followed by common method variance (CMV), multiple regression test and independent sample t-test used to examine the parameters of service quality in the context of banks performance. The purpose of CFA is to find the model validity, while multiple regression and t-test is performed in order to examine the influence of service quality parameters on banks performance.

Originality/value

The study used compliance as a one of the emerging and unique dimension of service quality. This dimension is rarely investigated in the context of measuring the level of bank performance of conventional and Islamic banking systems. Findings reveal responsiveness and assurance is the strongest predictor of conventional banking performance. Compliance and reliability has significant and positive impact on the level of performance of Islamic banks. Moreover, the study has practical implications for the top management and stakeholders of conventional and Islamic banks to increase the level of performance by using SERVQUAL model.

Keywords

Citation

Ali, S.F. and Naeem, M. (2019), "Does service quality increase the level of banks performance: Comparative analysis between conventional and Islamic banks", Journal of Management Development, Vol. 38 No. 6, pp. 442-454. https://doi.org/10.1108/JMD-05-2018-0149

Publisher

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Emerald Publishing Limited

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