Customer Satisfaction with Banks Services Quality: A Comparative Study Between Islamic and Conventional Banks
Abstract
This study aims to compare service quality and satisfaction among customers of Islamic and conventional banks in Kano State, Nigeria. The study utilized a cross-sectional and comparative survey design; the target population includes all the customers of the two prominent banks (Jaiz and First Bank) in Kano State. A sample size of 385 was determined using Cochran's (1997) formula. The stratified and purposive sampling techniques were also used. The items used in the questionnaire to measure the variables were adapted from various studies. Moreover, a scale with a midpoint of 5 on the Likert scale was used to ensure the most reliable results. Out of a sample size of 385, 303 were able to be collected and found usable for analysis. The collected data were analyzed using SPSS V 21, and an independent sample t-test was the main tool for the analysis. The findings showed slight differences in means, but the t-test revealed no significant differences in customer satisfaction across the service quality dimensions between the two banks. Therefore, it is concluded that customers of both banks experienced similar service quality and satisfaction from their banks.
Keywords
Service qualityCustomer satisfactionIslamic bankConventional bank.
References
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