Analysing service quality in the UAE Islamic banks

Abstract

It is generally agreed that service quality in banking is a significant issue facing this industry. The objective of this study is to analyse service quality in the UAE Islamic banks and to compare service quality between the Dubai Islamic Bank and the Abu Dhabi Islamic Bank. Linear regression results indicate that there was a positive and statistically significant relationship between overall service quality and the SERVQUAL dimensions in the UAE Islamic banks. It was also found that empathy and tangibles were the most important dimensions. ANOVA results showed that there was no significant difference between the level of overall service quality in the Dubai Islamic Bank and the Abu Dhabi Islamic Bank. ANOVA results also indicate that there was no significant difference in the level of service quality in the UAE Islamic banks based on the customer's gender and nationality. The results indicate, however, that there was a significant difference in the level of service quality in the UAE Islamic banks based on the customer's age, education and number of years with the bank.