Banking Service Quality in the Middle Eastern and GCC Countries:
Understanding the Future Research Directions

DOI 10.14707/ajbr.150003

Akram Al-Jazzazi
Central Queensland University
Parves Sultan
Central Queensland University


The aim of this paper is to review some of the key studies in banking service quality area with particular attentions to the Middle East and GCC (Gulf corporation council) countries and to explore some future research directions. This paper reviews the key literatures that were published in the last three decades in various academic journals. This review generated 12 research questions both for Islamic and conventional banking services operating in the Middle Eastern and GCC countries. This paper is a desk research and guides researchers with some possible research questions for empirical tests.  This paper would be useful for the researchers and practitioners as a possible guide to design the research questions, and subsequently to test the research questions in the context of the banking service quality in the Middle Eastern and GCC countries.

Keywords: Service Quality, Middle East, Islamic Banking, Conventional Banking, Research Agenda, Literature Review.


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