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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:English
English
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
https://etd.uum.edu.my/4593/
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spelling my.uum.etd.45932022-05-18T02:05:50Z https://etd.uum.edu.my/4593/ The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania Fauz, Mohd Khamis 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 NonPeerReviewed text en https://etd.uum.edu.my/4593/1/s816018.pdf text en https://etd.uum.edu.my/4593/2/s816018_abstract.pdf Fauz, Mohd Khamis (2014) The relationship between service quality and customers' satisfaction in Islamic Banks in Tanzania. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
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
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
publishDate 2014
url https://etd.uum.edu.my/4593/1/s816018.pdf
https://etd.uum.edu.my/4593/2/s816018_abstract.pdf
https://etd.uum.edu.my/4593/
_version_ 1734302336062324736
score 13.211869

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