Perceived service quality in Islamic banking: investing the role of religiosity and corporate social responsibility رسالة ماجستير

Abstract

Islamic banking is gaining popularity in Palestine, the Arab world, and globally. However, the concepts behind Islamic banking are not always clear and the determinants of consumer behavior in this context are less examined in the literature. This study adds understanding to the area by investigating quantitatively the roles of religiosity, and CSR in influencing perceived service quality at Islamic banks. The researcher has used corporate social responsibility as a mediating variable between religiosity and perception of quality. This was by studying the effect of the five dimensions of religiosity according to Huber 2012 (Intellectual, ideology, private practice, public practice, experience). Professor Hayes' tool was used to study the relationship between the two variables and the mediating variable. The study adopted a quantitative approach to answer the research questions and test the study hypothesis, accordingly the study population for this research was clients of Islamic banks in Palestine. A sample of 447 people was taken, and the study tool was distributed to them, which is the questionnaire. The researcher used descriptive statistics, exploratory factor analysis, multiple regression analysis, and bootstrapping. The results show there were just two dimensions of religiosity that have a positive relationship with the perception of quality at Islamic banks in the existence of corporate social responsibility these dimensions were the public practice and experience. This study clarified the relationship between religiosity and perceived service quality, especially through the investigation of the various dimensions of religiosity, Also, this study investigated the novel case of corporate social responsibility as a mediator in the relationship between religiosity and perceptions of service quality. This intervening role has vi not been addressed in previous literature. Moreover, the study provided some recommendations to Islamic banks to take into consideration to enhance the perception of quality of service in eyes of its customers.