Purpose

The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services.

Design/methodology/approach

A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3.

Findings

The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services.

Research limitations/implications

This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas.

Practical implications

The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers.

Originality/value

Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

中文翻译：

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伊斯兰教法合规对伊斯兰银行服务客户满意度的影响：服务质量的中介作用

目的

本文的目的是通过伊斯兰银行服务中服务质量的中介作用来研究伊斯兰教法合规性对客户满意度的影响。

设计/方法/方法

从孟加拉国伊斯兰银行的客户那里收集了总共 334 份已完成且可用的问卷，以检验假设。使用 SmartPLS 3 分析数据。

发现

这项研究的结果表明，伊斯兰教法合规性对伊斯兰银行服务的服务质量和客户满意度具有积极而显着的影响。研究结果还表明，服务质量在一定程度上调节了伊斯兰教法合规性与客户对伊斯兰银行服务的满意度之间的关系。

研究限制/影响

本研究仅强调孟加拉国的伊斯兰银行服务，因此本研究的结果可能不适用于其他服务领域。

实际影响

这项研究的意义是双重的。首先，伊斯兰教法合规性对服务质量的强烈标准化影响意味着客户对与伊斯兰银行服务相关的伊斯兰教法合规性非常敏感。其次，保持服务质量是满足伊斯兰银行客户的另一个重要方面。只有当银行做出的所有承诺都相应地发挥作用时，服务质量才能实现。因此，伊斯兰银行的战略制定者应定期评估客户服务质量和满意度，以提升客户的整体服务体验。

原创性/价值

已经进行了有限的研究来调查服务质量对伊斯兰银行服务中伊斯兰教法合规性和客户满意度之间关系的中介作用。这项研究为伊斯兰银行提供了宝贵的见解，将服务质量与伊斯兰教法合规性结合起来，以提高客户满意度。