Chapter

Managing and Measuring Customer Service Quality in Islamic Banks: A Study of the Kuwait Finance House

Abdulqawi Radman, Mohammed Othman and H. Lynn Owen

in Islamic Perspectives on Wealth Creation

Published by Edinburgh University Press

Published in print May 2005 | ISBN: 9780748621002
Published online March 2012 | e-ISBN: 9780748653096 | DOI: http://dx.doi.org/10.3366/edinburgh/9780748621002.003.0005
Managing and Measuring Customer Service Quality in Islamic Banks: A Study of the Kuwait Finance House

Show Summary Details

Preview

This chapter provides alternative measures of service quality (SQ) proposed in the literature, examining their performance in the Islamic banking industry using the Kuwait Finance House (KFH) as a case study, and suggests a new model to measure and evaluate SQ. This new model, called CARTER, is based on thirty-four items. The chapter shows that all the CARTER items which have appeared in both important item' weights and percentages were significant. The strong link between SQ and customer satisfaction is also noted and is identified through a system of CARTER-items processes inputs and overall satisfaction outputs. The chapter ends by suggesting a scenario plan for KFH to adopt SQ and by emphasising the significance of training its implementation.

Keywords: service quality; Islamic banking industry; Kuwait Finance House; CARTER; customer satisfaction

Chapter.  6039 words. 

Subjects: Society and Culture

Full text: subscription required

How to subscribe Recommend to my Librarian

Users without a subscription are not able to see the full content. Please, subscribe or login to access all content.