Barriers to service quality in Islamic banks in Qatar

Purpose – The Islamic banking sector has been growing rapidly, particularly in the Gulf region. The purpose of this paper is to examine major barriers to service quality in Islamic banks in Qatar and the impact of demographic variables on the perceptions of these barriers.Design/methodology/approach – A questionnaire based on the existing literature and particularly on the obstacles outlined by Jabnoun and the constructs influencing service quality gaps found by Parasuraman is developed and distributed to employees of Islamic banks in Qatar. Factor analysis is used to determine the dimensions of the questionnaire. One‐sample t‐test is then used to determine which of the resulting dimensions are significant barriers to service quality. Finally, one‐way ANOVA is used is to determine the impact of demographic variables on the perceptions of the barriers.Findings – Factor analysis resulted in four dimensions: three of these dimensions, namely, lack of empowerment, centralization, and lack of transformational ...

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