Customer Perception of the Effectiveness of Service Quality Delivery of Islamic Banks in Nigeria: An Evaluation of Jaiz Bank

Abstract

Purpose: This study attempts to identify the factors that motivate customers to deal with an Islamic bank as well as measuring customers’ perception of the service quality delivery of Jaiz bank in Kano State of Nigeria. It also seeks to assess customers’ satisfaction with the performance of Ja’iz bank

Design/methodoly: This study is primarily an exploratory work that uses survey design to examine customers’ perceptions of the quality of service delivery by Jaiz bank in Nigeria. The population of the study consists of the customers of Jaiz bank in Kano State of Nigeria. Customers' responses regarding service quality were collected using the CARTER instruments through a self-administered questionnaire. Both purposive and convenience sampling techniques are used in the study. In addition, descriptive statistical methods are utilized to calculate the means, frequency, percentage and standard deviation of responses in order to summarize and interpret the data as well as to measure the perception of bank customers based on the CARTER constructs.

Findings: The study reveals that the non-interest nature of Islamic banks is main motivating factor that attracts customers to Ja’iz bank. Also, customers perceive the six CARTER dimensions of reliability, responsiveness, empathy, tangibles, assurance and compliance with Islamic law to be very effective even as they are generally satisfied with the performance of the bank. Another important finding of the study is that it has empirically proved that Islamic banking services are not limited to muslim alone, rather, it can be enjoyed by any person irrespective of his/her ethnic or religious affiliation.

Research Limitations/Implications: There are some limitations that need to be acknowledged. The data were collected in a one but important location for Islamic banking operation in Nigeria. Thus, the results’ interpretation should be limited to this group of customers. Also, the measurement of customers’ perceptions was limited to 25 attributes. Even though these attributes were included in other studies as well, there could be other relevant attributes that are likely to influence bank customers’ perceptions. So, in order to be able to generalize the findings, it is suggested that similar studies be conducted in other Nigerian cities where Jaiz bank operates as well.

Originality/Value: The study is undoubtedly valuable in the Nigerian context as it will provide empirical facts to the current debate on the viability of Islamic banking services in the country. Being one of the few studies conducted after Ja’iz bank started its operation as the first full-pledge Islamic bank in the country; it will help to refute the wrong notion on Islamic banking in the country. It will equally provide factual reasons to the arguments for the establishment for more Islamic banks in Nigeria.

Keywords: Customer perception, Islamic banking, Service Quality, performance