Service quality and the moderating effect of Shari’ah perception on client satisfaction: A comparison of Islamic and conventional microfinance in Pakistan

References

• Abdullah, A. A., Sidek, R., & Ahmad, A. A. (2012, June). Perception of non-Muslims customers towards Islamic banks in Malaysia. International Journal of Business and Social Science, 3. Retrieved from http://ijbssnet.com/journals/Vol_3_No_11_June_2012/18.pdf
   PubMedGoogle Scholar
• Agus, A., Krishnan, S. K., & Kadir, S. L. S. A. (2000). The structural impact of total quality management on financial performance relative to competitors through customer satisfaction: A study of Malaysian manufacturing companies. Total Quality Management, 11, S808–S819. ISSN 0954-4127 print/ISSN 1380-0613 online/ 00/04580-12.10.1080/09544120050008255
   Web of Science ®Google Scholar
• Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction a SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1, 191–209. doi:10.1108/17538390810901131
   Google Scholar
• Ashraf, A. (2007, April). Incorporating Zakat, Awqaf and Islamic micro-financing into a single model: An Islamic alternative to Poverty Alleviation. Paper presented at the International Seminar on Islamic Alternatives to Poverty Alleviation: Zakah, Awqaf and Microfinanance, organised by Islamic Research and Training Institute, IDB Islamic Economics Research Bureau and Islami bank Bangladesh Ltd on 21–23 April 2007, Dhaka.
   Google Scholar
• Awojobi, A., & Bein, M. A. (2011). Micro financing for poverty reduction and economic development: A case for Nigeria. International Research Journal of Finance and Economics, 72–83, 161.
   Google Scholar
• Aziz, T., & Alam, M. S. (2012). Interest free microfinance model: A path toward sustainable development. International Journal of Marketing, Financial Services & Management Research, 1, 2277–3622.
   Google Scholar
• Bhuiyan, A. B., Siwar, C., Ismail, A. G., & Talib, B. (2011). Islamic microcredit is the way of alternative approach for eradicating poverty in Bangladesh: A review of Islami bank microcredit scheme. Australian Journal of Basic and Applied Sciences, 5, 221–230, ISSN 1991-8178.
   Google Scholar
• Bitran, G., & Lojo, M. (1993). A framework for analysing service operations. European Management Journal, 11, 271–282.10.1016/0263-2373(93)90053-K
   Google Scholar
• Bolton, R., & Drew, J. (1991, March). A multistage model of customers’ assessment of SQ and value. Journal of Consumer Research, 17, 375–384.10.1086/jcr.1991.17.issue-4
   Google Scholar
• Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7–27.10.2307/3172510
   Web of Science ®Google Scholar
• Buzzell, R., & Gale, B. (1987). The PIMS Principles. New York, NY: Free Press.
   Google Scholar
• Caruana, A. (2002). Service loyalty: The effect of service quality and mediating role of customer satisfaction. European Journal of Marketing, 36, 811–828.10.1108/03090560210430818
   Google Scholar
• Chowdry, S. (2006). Creating an Islamic microfinance model—The missing dimension. Retrieved from http://www.dinarstandard.com/finance/MicroFinance111806.htm
   Google Scholar
• Crosby, P. (1979). Quality is free. New York, NY: McGraw-Hill.
   Google Scholar
• Curry, A., & Penman, S. (2004). The relative importance of technology in enhancing customer relationship in banking—A Scottish perspective. Managing Service Quality: An International Journal, 14, 331–341.10.1108/09604520410546860
   Google Scholar
• Daley-Harris, S. (2007). Debate on microcredit. Foreign policy in focus. Retrieved from http://www.fpif.org/fpiftxt/4324
   Google Scholar
• Deasy, W., & Subagioa, A. (2015). Consumer decision making in conventional banks and islamic bank based on quality of service perception. Procedia–Social and Behavioral Sciences, 211, 471–475.
   Google Scholar
• Dhumale, R., & Sapcanin, A.. (1999). Application of Islamic principles to microfinance. Retrieved from http://www.gdrc.org/icm/country/wana/wb-bnkprinciples.pdf
   Google Scholar
• Dichter, T. (2006). Hype and hope: The worrisome state of the microcredit movement. The Microfinance Gateway, Retrieved from http://www.microfinancegateway.org/content/article/detail/31747?print=1
   Google Scholar
• Dusuki, A. W. (2006). Empowering Islamic microfinance: Lesson from group-based lending scheme and Ibn Khaldun’s concept of “Asabiyah”. Paper presented at Monash University 4th international Islamic banking and finance conference, Kuala Lumpur.
   Google Scholar
• Erol, C., & El‐Bdour, R. (1989). Attitude, behaviour and patronage factors of bank customers towards Islamic banks. International Journal of Bank Marketing, 7, 31–37.10.1108/02652328910132060
   Google Scholar
• Farook, R. (2007). Developing an Islamic microfinance model. Retrieved from http://islamicfinanceandbanking.blogspot.com/2007/01/developingIslamic-microfinancemodel.html
   Google Scholar
• Ferro, N. (2005). Value through diversity: Microfinance and Islamic finance and global banking. Retrieved from http://www.feem.it/NR/rdonlyres/1EC985A3-4EC7-4A06-8FBD-E70900FA4AF0/1635/8707.pdf
   Google Scholar
• Ghaliba, A. K., Malki, I., & Imai, K. S. (2014). Microfinance and household poverty reduction: Empirical evidence from rural Pakistan. Oxford Development Studies, 84–104.
   Google Scholar
• Goud, B. (2007). Overview of Islamic finance. Retrieved from http://www.instituteofhalalinvesting.com/articles/articles/FinancingThePoor.pdf
   Google Scholar
• Hamzah, N., Ishak, N. M., & Nor, N. I. M. (2015). Customer satisfactions on Islamic banking system. Journal of Economics, Business and Management, 3, 140–144.10.7763/JOEBM.2015.V3.170
   Google Scholar
• Hashim, Y. A., & Dodo, P. D. P. G. (2015 ). Access to microfinance banks’ facilities and poverty reduction in Kano State, Nigeria. European Journal of Business and Management, 7, ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
   Google Scholar
• Imai, K. S., Arun, T., & Annim, S. K. (2010). Microfinance and household poverty reduction: New evidence from India. World Development, 38, 1760–1774.10.1016/j.worlddev.2010.04.006
   Web of Science ®Google Scholar
• Imai, Katsushi S., Raghav, Gaiha, Ganesh, Thapa, & Samuel, Kobina Annim (2012). Microfinance and poverty-a macro perspective. World Development, 40, 1675–89.
   Web of Science ®Google Scholar
• Islam, A., Nguyen, C., & Smyth, R. (2015). Does microfinance change informal lending in village economies? Evidence from Bangladesh, Journal of Banking & Finance, 50, 141–156.10.1016/j.jbankfin.2014.10.001
   Web of Science ®Google Scholar
• Jobst, A. A. (2007). The economics of Islamic finance and securitization. Journal of Structured Finance, 13, 6–27.
   Google Scholar
• Kabeer, N. (2001). Conflicts over credit: Re-evaluating the empowerment potential of loans to women in rural Bangladesh. World Development, 29, 63–84.10.1016/S0305-750X(00)00081-4
   Web of Science ®Google Scholar
• Kamal, B. M., & Jalel, B. R. (2015). Can microfinance help to reduce poverty? A review of evidence for developing countries. Journal of the Knowledge Economy, 1–23. doi:10.1007/s13132-015-0348-2
   Web of Science ®Google Scholar
• Khandker, S. (2005). Micro-finance and poverty: Evidence using panel data from Bangladesh. Retrieved from http://wber.oxfordjournals.org/content/19/2/263.abstract
   Google Scholar
• Kwon, W., & Lee, T. (1994). Measuring SQ in Singapore retail banking. Singapore Management Review, 16, 1–24.
   Google Scholar
• Loke, S. P., Taiwo, A. A., Salim, H. M., & Downe, A. G. (2011). Service quality and customer satisfaction in a telecommunication service provider International Conference on Financial Management and Economics IPEDR, 11, 24–29).
   Google Scholar
• Mansori, S., Kim, C. S., & Safari, M. (2015). A shariah perspective review on Islamic microfinance. Asian Social Science, 11. ISSN 1911-2017 E-ISSN 1911-2025.
   Google Scholar
• Mcintosh, C., Villaran, G., & Wydick, B. (2008). Microfinance and home improvement: Using retrospective panel data to measure program effects on fundamental events. World Development, 39, 922–937.
   Web of Science ®Google Scholar
• Metawa, S. A., & Almossawi, M. (1998). Banking behaviour of Islamic bank customers: Perspectives and implications. International Journal of Bank Marketing, 16, 299–313.10.1108/02652329810246028
   Google Scholar
• Mihelis, G., Grigoroudis, E., & Siskos, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130, 347–360.10.1016/S0377-2217(00)00036-9
   Web of Science ®Google Scholar
• Mon Wong, S., & Perry, C. (1991). Customer service strategies in financial retailing. International Journal of Bank Marketing, 9, 11–16.10.1108/02652329110001882
   Google Scholar
• Morduch, J., Robert, F., & Graduate, W. (2002). Analysis of the effects of microfinance on poverty reduction ( Working Paper No. 1014 Issued June 28, 2002). New York, NY: NYU Wagner.
   Google Scholar
• Munawar, M. K., & Mariam, F. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector, Pakistan Journal of Commerce and Social Sciences, 8, 331–354.
   Google Scholar
• Naser, K., Jamal, A., & Al‐Khatib, K. (1999). Islamic banking: A study of customer satisfaction and preference in Jordan. International Journal of Bank Marketing, 17, 135–151.10.1108/02652329910269275
   Google Scholar
• Obaidullah, M. (2009). Some issues in Shari’ah compliance and regulation of Islamic funds. Journal of King Abdulaziz University, Islamic Economics, 22, 191–193.
   Google Scholar
• Obaidullah, M., & Khan, T. (2008). Islamic microfinance development: Challenges and initiatives. Islamic Research & Training institute Policy Dialogue Paper (2). doi:10.2139/ssrn.1506073
   Google Scholar
• Othman, A., & Owen, L. (2001). Adopting and measuring customer service quality (SQ) in Islamic banks: A case study in Kuwait finance house. International Journal of Islamic Financial Service, 3, 1–26.
   Google Scholar
• Pakistan Microfinance Review. (2014). Annual assessment of microfinance industry, produced by Pakistan Microfinance network. Retrieved from http://microfinanceconnect.info/assets/articles/6a6d84c7346aa2f278887b911b1fe1d7.pdf.
   Google Scholar
• Parasuraman, A., Berry, L., & Zeithaml, V. (1993). Research note: More on improving SQ measurement. Journal of Retailing, 69 140–147.10.1016/S0022-4359(05)80007-7
   Web of Science ®Google Scholar
• Rafay Muzamil, M., Ali, T., Shahbaz, B., Abbas, S., Iqbal, M., & Suleri, A. Q. (2014). Analysis of interest free microcredit scheme of Akhuwat in district Mansehra, KPK: Implication of poverty reduction and rural development in Pakistan. Journal of Global Innovation in Agricultural and Social sciences, 2, 190–194. ISSN (Online): 2311-3839; ISSN (Print): 2312-5225 doi:10.17957/JGIASS/2.4.518. Retrieved from http://www.jgiass.com
   Google Scholar
• Rasheed F. A., & Masoumeh, F. A. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia–Social and Behavioral Sciences 164, 298–304.
   Google Scholar
• Reichheld, F., & Sasser, W. (1990). Zero defections: Quality comes to service. Harvard Business Review, 105–111.
   Google Scholar
• Rutherford, S. (2000, February 15–17). Self-help groups as microfinance providers: How good can they get? Paper presented at workshop on “Best practices in group dynamics and micro-credit”. Organized by the Micro-credit Bureau. Delhi: Department of Women and Children, Government of India.
   Google Scholar
• Saad, N. M. (2012). Microfinance and prospect for Islamic microfinance products: The case of Amanah Ikhtiar Malaysia. Advances in Asian Social Science, 1, 27–33.
   Google Scholar
• UNCDF. (2004). Micro finance sector development approach building inclusive financial. Retrieved from http://www.uncdf.org/english/microfinance/uploads/concept/UNCDFsectordevelopment.pdfs
   Google Scholar
• Zafor, M. (2007, April). Islamic alternative to poverty alleviation Zakah, Awqaf and microfinance: Bangladesh perspective. Paper presented at the International Seminar on Islamic Alternatives to Poverty Alleviation: Zakah, Awqaf and Microfinance, organized by Islamic Research and Training Institute, IDB Islamic Economics Research Bureau and Islamic bank Bangladesh Ltd on 21–23 April 2007, Dhaka.
   Google Scholar
• Zahorik, A., & Rust, R. (1992). Modeling the impact of SQ of profitability: A review. In T. A. Swartz & D. E. Bowen (Eds.), Advances in services marketing and management (pp. 49–64). Greenwich, CT: JAI Press.
   Google Scholar
• Zhang, Q., Vonderembse, M. A., & Cao, M. (2009). Product concept and prototype flexibility in manufacturing: Implications for customer satisfaction. European Journal of Operational Research, 194, 143–154.10.1016/j.ejor.2007.12.013
   Web of Science ®Google Scholar
• Zuraidah, A., Abdullah N. M. H., Yousop N. L. M., Hassan N. R. S., Latif, R. A., Mohamed, S., … Abdul Malik, S. (2014). A review on microfinancing: Conventional and Islamic financing. Australian Journal of Basic and Applied Sciences, 8, 27–35. Retrieved from http://ajbasweb.com/old/ajbas/2014/Special%2014/27-35.pdf
   Google Scholar