Antecedents of Trust in Customer Relations and Its Impact on Satisfaction in the Context of Islamic Banking"
Kiribayeva, Alla (2010) Antecedents of Trust in Customer Relations and Its Impact on Satisfaction in the Context of Islamic Banking". [Dissertation (University of Nottingham only)] (Unpublished)
Nowadays, competitiveness in mature banking environment is becoming stronger and tougher, therefore enhancing service quality and customer satisfaction is crucial. Islamic Banking is considered as a very progressing sector of financial sector in Muslim countries as well as in non – Muslim nations too. Due to uniqueness of Islamic financial services, there are arising concerns about possible differences of antecedents of customer satisfaction, service quality and customer relationships in Islamic banks environment. This study was intended to identify main factors of customer satisfaction with the focus on concept of Trust in the customer relations in the context of Islamic Banking. The research framework, which was used, identified product related attributes and non-product related attributes, which included Trust as one of them. The results have shown that among all product-related attributes, Knowledge has the highest relation, while in the non-product variables - Approachability seems to be the strongest. Trust is also identified as one of the highly influencing attributes. Assumption about connection of product-related attributes with Functional benefits, and non-product attribute with Symbolic and Experiential Benefits was confirmed. Out of Functional, Symbolic and Experiential benefits, the last one has the greatest impact on Satisfaction. Based on the results, discussion with inferred implications were done.
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