Islamic Banking: Does Expected Service Quality Differ from Actual Service Quality?
University of Pamukkale, Turkey
Victoria University of Wellington, New Zealand
Are customers satisfied with quality of services provided by institutions offering Islamic financial services? This study explores this issue by conducting a meta-analysis of research results reported in the literature. The results show that the level of expected service quality does not significantly differ from the level of performed service quality across five key SERVQUAL dimensions. However, this conclusion may not be definitive, since the results show that the heterogeneity of effect sizes is significant.
Keywords: service quality, Islamic service, Islamic banking, SERVQUAL, meta-analysis