Measuring youngsters’ satisfaction in Islamic Banking system: the applicability of servqual

Abstract

In this research study, the SERVQUAL model was applied to analyze the service quality of the Islamic Banking System (IBS) among young customers. For this purpose, who has Islamic bank (IB) account in South Eastern University of Sri Lanka, was considered as data. A total of 159 Islamic bank account holders’ feedbacks were collected by the questionnaires. Most participants in this research study were females aged 22 and had an account in both Islamic and common banks. This demonstrates that IBS lacks a lot of the function plus demands for their fresh client desires. Students generally make the transaction using ‘saving accounts’ as well as dealing with IB accounts only 16.4 percent. In addition to 1+ accounts were handled by 50% of youngsters. And some students had 1year plus experience by only deal with IB accounts. In the selection criteria for banks, religious belief was an authoritative cause. But generally, the expectations of the students with perceptions were not significant. Therefore, in the perspective of young people, IBS provides mostly satisfactory service. However, IBS has to concentrate on quality aspects in order to stay with the IBS for the young customers for in future. Therefore, this research study reveals that for their accomplishment, IBS should focus on offering awareness to valuable customers. Then, they need to consider supplying products to their clients because the clients have embraced both Islamic and common banks.