University of Bahrain
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The Influence of Service Quality and Customer Satisfaction on Customer Attitude: A Case of Al-Rajhi Bank in Saudi Arabia

Show simple item record Hidayat, Sutan Emir Al-Khalifa, Khalid M. Al-Madi, Hanouf S. 2018-07-19T07:20:41Z 2018-07-19T07:20:41Z 2016-12-01
dc.identifier.issn 2469-259X
dc.description.abstract This study aims to empirically investigate the influence of perceived service quality and customer satisfaction on customer attitude towards Islamic banking using Al Rajhi Bank, the world’s largest Islamic bank, as a case study. A survey questionnaire was used as the research instrument to collect the data for this study. A total of 140 questionnaires were distributed to Al-Rajhi Bank’s customers, 86 were received and 2 were discarded leaving 84 questionnaires that can be used for data analysis. Linear regression analysis was performed to test the causal relationship between the variables. This study found both perceived customer satisfaction and service quality have a significant positive relationship with customer attitude towards Islamic banking. The results indicate that the positive relation between variables means increasing the quality of the services offered by bank for its customers will enhance and improve the customer attitude towards the bank’s services. The same conclusion applies to customer satisfaction. This study can be used as an input for Al-Rajhi Bank’s management and other Islamic banks’ management in setting up strategies and policies to improve their service quality and customer satisfaction. It is important to note that a good understanding of customer attitude toward bank services leads to a better understanding of customer behavior. This study also adds value to the relatively limited number of literature on customer attitude towards Islamic banking services. en_US
dc.language.iso en en_US
dc.publisher University of Bahrain en_US
dc.rights Attribution-NonCommercial-ShareAlike 4.0 International *
dc.rights.uri *
dc.subject Customer Attitude en_US
dc.subject Service Quality en_US
dc.subject Customer Satisfaction en_US
dc.subject Al-Rajhi Bank en_US
dc.title The Influence of Service Quality and Customer Satisfaction on Customer Attitude: A Case of Al-Rajhi Bank in Saudi Arabia en_US
dc.type Article en_US
dc.volume 02
dc.issue 02
dc.source.title Journal of Islamic Financial Studies
dc.abbreviatedsourcetitle JIFS

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