Customer satisfaction A comparison between Islamic and conventional Banks Case study of Qatari banks

Abstract

This thesis studies Customer satisfaction in Islamic banks in Qatar in comparison with ‎their conventional counterpart. It attempt to investigate whether Islamic banks have ‎overcome the obstacle of being relatively new compared to conventional banks, whether ‎they started providing satisfying services to their customers or whether they act as taking ‎advantage of their customers’ needs for Islamic finance products and treat them as ‎captive clients who resort to Islamic banks for religious reasons ad actually don’t give ‎much attention to the level of services provided.‎_x000D_ Questions like this needs to be answered to identify where do Qatari Islamic banks stand ‎and how do their customers view their services. Also, what kind of improvements they ‎need to reach a higher level of customer satisfaction.‎_x000D_ A comprehensive comparison questionnaire was formulated, responses from the ‎questionnaire and other data collected from banks’ websites, personal interviews, lists of ‎service charges, etc., analyzed and reviewed. The study conducted sub-sectoral ‎comparisons of Islamic and conventional banking as well as individual comparisons ‎between banks. ‎_x000D_ The results show that customers of conventional banks indicated higher level of ‎satisfaction than the level shown by customers of Islamic banks. The best performing ‎bank according to the index in conventional banks and in general is the commercial bank ‎followed by Doha bank, while the best performing bank in Islamic banks category is QIB. ‎The lowest performing of all 8 banks is AL Ahli bank followed by QIIB . QIIB is also the ‎lowest performing bank among the four Islamic banks with a significant difference from ‎the best performing bank.‎

Date of Award	2017
Original language	American English
Awarding Institution	HBKU College of Islamic Studies