Abstract:
Purpose: This paper attempts to shed light on the effect of service quality on customer satisfaction in Tunisian Islamic banks. Design: a conceptual model is developed, thus a quantitative approach is adopted to test the hypotheses. A questionnaire was distributed to a sample of 250 to those visiting Tunisian Islamic banks. Findings: Results underline the significant and positive linkages established between the six dimensions of service quality and satisfaction. The reliability dimension is the principal determinant of satisfaction and the least in significance is compliance to Islamic law. Research limitations/implications: The measurement scales were limited to an extensive literature review; a future qualitative approach may constitute an interesting path to enhance them. It is important to gather more information regarding satisfaction in the Tunisian Islamic banks. Besides, further research may include other crucial variables in the model such as relational loyalty. Practical implications: The results will help service providers to extend their knowledge about their clients’ behaviour and to shape the appropriate marketing strategies in order to ensure Islamic banks consumers’ satisfaction. Tunisian Islamic banks should put emphasis on the enhancement of service quality due to its direct influence in customer satisfaction. Managers should call attention to the service quality levels by improvement of employees’ skills and qualifications. Originality/value: This research will provide a more integrative framework for satisfaction in the banking industry and particularly in Tunisian Islamic banking sector; as the first attempt of its kind in Tunisia, this research paper fulfills the research gap in investigating the relationships among two important constructs.
