Islamic banking: A study of customer satisfaction and preferences in Jordan

International Journal of Bank Marketing

Volumn 17, Issue 3, 1999, Pages 135-151

  Naser, Kamal ^a   Jamal, Ahmad ^a   Al Khatib, Khalid ^a  

^a CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

Banking; Customer requirements; Customer satisfaction; Islam; Jordan; Services marketing

Indexed keywords

EID: 84986172349     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652329910269275     Document Type: Article

References (45)

1. Alford, B.L. and Sherrell, D.L. (1996), “The role of affect in consumer satisfaction judgements of credence based services”, Journal of Business Research, Vol. 37, pp. 71-84.
2. Anderson, W.T. Jr, Cox, E.P. III and Fulcher, D.G. (1976), “Bank selection decisions and market segmentation”, Journal of Marketing, Vol. 40 January, pp. 40-5.
3. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses’’, Journal of Marketing, Vol. 54, April, pp. 69-82.
4. Bitran, G. and Lojo, M. (1993), ‘‘A framework for analysing the quality of the customer interface”, European Management Journal, Vol. 11 No. 4, December, pp. 385-96.
5. Cronin, J.J. Jr., and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, July, Vol. 56, pp. 55-68.
6. Denton, L. and Chan, A. (1991), “Bank selection criteria of multiple bank users in Hong Kong”, International Journal of Bank Marketing, Vol. 9 No. 5, pp. 23-34.
7. East, R. (1997), Consumer Behaviour: Advances and Applications in Marketing, Prentice Hall, London.
8. Erol, C. and El-Bdour, R. (1989), “Attitudes, behaviour and patronage factors of bank customers towards Islamic banks”, International Journal of Bank Marketing, Vol. 7 No. 6, p. 31.
9. Erol, C., Kaynak, E. and El-Bdour, R. (1990), “Conventional and Islamic banks: patronage behaviour of Jordanian customers”, International Journal of Bank Marketing, Vol. 8 No. 4, pp. 25-35.
10. File, K.M. and Prince, R.A. (1992), “Positive word-of-mouth: customer satisfaction and buyer behaviour”, International Journal of Bank Marketing, Vol. 10 No. 1, pp. 25-9.
11. Gerrard, P. and Cunningham, J.B. (1997), “Islamic banking: a study in Singapore”, International Journal of Bank Marketing, Vol. 15 No. 6, pp. 204-16.
12. Goode, M. and Moutinho, L. (1995), “The effects of free banking on overall satisfaction: the use of automated teller machines”, International Journal of Bank Marketing, Vol. 13 No. 4, pp. 33-40.
13. Goode, M. and Moutinho, L. (1996), “The effects of consumer age on overall satisfaction: an application to financial services”, Journal of Professional Services Marketing, Vol. 13 No. 2, pp. 93-112.
14. Goode, M., Moutinho, L. and Charles, C. (1996), “Structural equation modelling of overall satisfaction and full use of services for ATMs”, International Journal of Bank Marketing, Vol. 14 No. 7, pp. 4-11.
15. Gronroos, C. (1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
16. Gronroos, C. (1984), “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 18, pp. 35-44.
17. Grimm, J.W. and Woziank, P.R. (1990), Basic Social Statistics and Quantitative Research Methods, Wadsworth Publishing Company, Belmont, CA.
18. Holliday, K. (1996), ‘‘Keeping close to the customer”, Bank Marketing, Vol. 28 No. 6, June, pp. 14-19.
19. Kaynak, E., Kucukemiroglu, O. and Odabasi, Y. (1991), “Commercial bank selection in Turkey”, International Journal of Bank Marketing, Vol. 9 No. 4, pp. 30-9.
20. Khazeh, K. and Decker, W.H. (1992), “How customers choose banks”, Journal of Retail Banking, Vol. 14, Winter, pp. 41-4.
21. Kohli, A.K. and Jaworski, B.J. (1990), “Market orientation: the construct, research propositions, and managerial implications”, Journal of Marketing, Vol. 54, April, pp. 20-35.
22. Laroche, M. and Taylor, T. (1988), “An empirical study of major segmentation issues in retail banking”, International Journal of Bank Marketing, Vol. 6 No. 1, pp. 31-48.
23. Legg, D. and Baker, J. (1996), “Advertising strategies for service firms”, in Lovelock, C.H., Services Marketing, 3rd ed., Prentice Hall, Englewood Cliffs, NJ.
24. Levesque, T. and McDougall, G.H.G. (1996), “Determinants of customer satisfaction in retail banking’’, International Journal of Bank Marketing, Vol. 14 No. 7, pp. 12-20.
25. Lewis, B.R. (1993), “Service quality: recent developments in financial services”, International Journal of Bank Marketing, Vol. 11 No. 6, pp. 19-25.
26. Lovelock, C. (1996), Services Marketing, 3rd ed., Prentice Hall, Englewood Cliffs, NJ.
27. McDougall, G. and Levesque, T. (1994), “A revised review of service quality dimensions: an empirical investigation”, Journal of Professional Services Marketing, Vol. 11 No.1, pp. 189-210.
28. Moutinho, L. and Brownlie, D.T. (1989), “Customer satisfaction with bank services: a multidimensional space analysis,” International Journal of Bank Marketing, Vol. 7 No. 5, pp. 23-7.
29. Naser, K. (1998a), “Comprehensives of disclosure of non-financial companies listed on the Amman financial market”, International Journal of Commerce and Management, Vol. 2 No. 8, pp. 88-119.
30. Naser, K. (1998b), “Investment prospects in a sample of Arab stock exchanges”, The Emirates Centre for Strategic Studies and Research, The emirates Occasional Papers No. 17.
31. Naser, K. and Moutinho, L. (1997), “Strategic marketing management: the case of Islamic banks”, International Journal of Bank Marketing, Vol. 15 No. 6, pp. 187-203.
32. Naser, K. and Pendlebury, M. (1997), “The influence of Islam on bank financial reporting”, International Journal of Commerce and Management, Vol. 7 No. 2, pp. 56-83.
33. Nicholls, J., Roslow, S. and Tsalikis, J. (1993), “Time is central”, International Journal of Bank Marketing, Vol. 11 No. 5, pp. 12-18.
34. Oliver, R.L. (1980), “Cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, November, pp. 460-9.
35. Oliver, R.L. (1989), “Processing of the satisfaction response in consumption: a suggested framework and research propositions”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 2, p. 16.
36. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
37. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
38. Parasuraman, A., Zeithaml, V. and Berry, L. (1991), “Understanding customer expectations of service”, Sloan Management Review, Vol. 39, spring, pp. 39-48.
39. Peter, P.J. and Olson, J.C. (1996), Consumer Behaviour and Marketing Strategy, 4th ed., Irwin, Chicago, IL.
40. Richens, M.L. (1983), “Negative word-of-mouth by dissatisfied consumers: a pilot study”, Journal of Marketing, winter, p. 69.
41. Shook, D.N. and Hassan, S.S. (1988), “Marketing management in as Islamic banking environment: in search of an innovative marketing concept”, International Journal of Bank Marketing, Vol. 6 No. 1, p. 21.
42. Sudin, H., Norafifah, A. and Planisek, L. (1994), “Bank patronage factors of Muslim and non-Muslim customers”, International Journal of Bank Marketing, Vol. 12 No. 1, p. 32.
43. Tan, C.T. and Chua, C. (1986), “Intention, attitude and social influence in bank selection: a study in an Oriental culture”, International Journal of Bank Marketing, Vol. 4 No. 3, pp. 43-53.
44. Zeithaml, V.A. (1981), “How consumer evaluation processes differ between goods and services”, in Donnelly, J. and George, W. (Eds), Marketing of Services, American Marketing, Chicago, IL, pp. 186-90.
45. Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, international edition, McGraw Hill, New York, NY and London.