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

Abdullrahim, N. and Robson, J., 2017. The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account. Journal of Financial Services Marketing, 22 (2), 54-63.

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BRIAN final Abdullrahim and Robson JFSM.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial No Derivatives.


DOI: 10.1057/s41264-017-0025-6


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.

Item Type:Article
Uncontrolled Keywords:SERVQUAL ; Service quality ; Islamic Banking ; British Muslims
Group:Bournemouth University Business School
ID Code:29130
Deposited By: Symplectic RT2
Deposited On:16 May 2017 15:13
Last Modified:14 Mar 2022 14:04


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