Hence the topic of this research proposal is “an assessment of service quality dimensions of Islamic and conventional banks and its impact on customer satisfaction: A case study in Jordan. The SERVQUAL model which addresses five dimensions of service quality would be utilised in the research study to help in assessing the gap between perceptions and expectations of the customers who are offered services by the banks. In order to achieve the aims and objectives of the study, a questionnaire survey would be conducted and the respondents would include customers of five Islamic banks at Jordan and five other conventional banks. Various statistical tools and techniques would be used to analyse the data obtained through the questionnaire surveys to get accurate results. The total budget allocated for conducting this research study has been estimated to be $16,000 and three years’ timeline has been set to successfully complete this research study. The research plan and the timeline associated with various activities that are needed to be done to conduct this study have been presented with the help of Gantt chart. Table of Contents Table of Contents 3 Introduction 4 Literature Review 7 Research Gap and Aim 10 Research Concept 11 Research Method 13 Questionnaire Survey 14 Data Sources and its Analysis 14 Budget and Timeline 15 References 17 Introduction The Islamic finance and banking sector is found to have experienced global acceptance at a rapid rate since 1975, when the first commercial Islamic bank was established (John, 2012). Charging of interest and its payment on financial transactions is prohibited in Islam. Moreover equality and social justice with the help of wealth distribution within the society are advocated by Islam. These Islamic principles are believed to have been institutional to promote Islamic financing worldwide on a large scale. The assets corresponding to the Islamic finance sector is experiencing a growth rate of around 15 to 20 per cent and it is expected that by the end of the year 2015 the assets would increase to around US$2 trillion (John, 2012). The Islamic financial institutions were also observed to have performed strongly during the recent global financial crisis (GFC) and it has further increased the reputation of Islamic finance sector as an alternative to the financing system followed conventionally. However, the Islamic finance sector faces various challenges in its way to global expansion as well. Some of these challenges include the dearth of knowledge about the Islamic financing system amongst the consumers and the regulatory environment that is prevalent in some of the countries of the world which imposes restrictions on Islamic financial institutions to offer certain types financing products. This research proposal will try to present a comparative study about the service quality dimensions related to conventional and Islamic financial institutions and banks with special reference to Jordan. A comparative study of the Islamic and conventional banks in Jordan suggested that the Islamic banks were more stable in their performance than the conventional banks during the recent global financial crisis (GFC) (Al-ali, and Yousfi, 2012). The Islamic banks at Jordan are found to be more profitable than the convent
AN ASSESSMENT OF SERVICE QUALITY DIMENSIONS OF ISLAMIC AND CONVENTIONAL BANKS AND ITS IMPACT ON CUSTOMER SATISFACTION: A CASE STUDY OF JORDAN Abstract Islamic finance is a new concept and have experienced global acceptance at a rapid rate since first commercial Islamic bank was established in the year 1975…
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