Bibliometric analysis of service quality and customer satisfaction in Islamic banking: a roadmap for future research

IF 3.1 Q2 BUSINESS
Dahlia Bonang, Bayu Arie Fianto, Raditya Sukmana
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引用次数: 0

Abstract

Purpose

This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking.

Design/methodology/approach

Using a bibliometric approach, this research draws from literature samples retrieved in April 2023 from the SCOPUS database. The sample encompasses 138 articles published between 1999 and 2023, adhering to specific selection criteria. Analytical tools such as R program, VOSviewer and Microsoft Excel were used to categorise the data into three primary domains: productivity, citation patterns and network analysis. These categories further include the identification of research flows and prospective areas for further investigation.

Findings

The results indicate a substantial surge in publications between 2011 and 2022 involving 372 authors. This study identifies the primary contributors in terms of countries, affiliations, publications, sources and researchers. Seven distinct clusters emerged from the 138 papers, encompassing customer attitude, comparison studies, digital banking, customer loyalty, customer trust, consumer determinants and service quality. Additionally, the study outlines a future research agenda, posing specific research questions.

Research limitations/implications

Recognising the limitations inherent in focusing solely on Scopus-indexed publications, future studies may benefit from incorporating various databases, such as the Web of Science, for a more expansive exploration of study units. A systematic review of articles on a specific topic could also enhance the comprehensiveness of the study.

Practical implications

This investigation empowers Islamic bank managers to devise targeted marketing plans, differentiating themselves from competitors. By implementing relevant improvements in operational and service processes, managers can enhance the customer experience, fostering a lasting competitive advantage. For academics, this study lays a robust foundation for further research, encouraging the development of a comprehensive conceptual model and empirical testing. The identification of current research gaps enables researchers to focus on areas that remain underexplored.

Originality/value

This study not only illuminates critical gaps in existing research but also proposes a research agenda to guide future researchers in remaining pertinent, particularly within the context of Islamic banking marketing.

伊斯兰银行服务质量和客户满意度的文献计量分析:未来研究路线图
目的本研究旨在进行全面的文献计量分析,评估与伊斯兰银行服务质量和客户满意度相关的研究。样本包括 1999 年至 2023 年间发表的 138 篇文章,并遵循特定的选择标准。使用 R 程序、VOSviewer 和 Microsoft Excel 等分析工具将数据分为三个主要领域:生产率、引用模式和网络分析。这些分类进一步确定了研究流向和有待进一步调查的领域。研究结果研究结果表明,2011 年至 2022 年间,372 位作者发表了大量论文。本研究从国家、所属单位、出版物、来源和研究人员等方面确定了主要贡献者。在 138 篇论文中,我们发现了七个不同的群组,包括客户态度、比较研究、数字银行、客户忠诚度、客户信任、消费者决定因素和服务质量。此外,本研究还概述了未来的研究议程,并提出了具体的研究问题。研究局限性/影响认识到仅关注 Scopus 索引的出版物所固有的局限性,未来的研究可能会受益于纳入各种数据库(如 Web of Science),以便对研究单元进行更广泛的探索。对特定主题的文章进行系统回顾也能提高研究的全面性。 实际意义这项调查有助于伊斯兰银行经理制定有针对性的营销计划,使自己有别于竞争对手。通过对运营和服务流程进行相关改进,管理者可以提升客户体验,培养持久的竞争优势。对于学术界来说,本研究为进一步研究奠定了坚实的基础,鼓励开发全面的概念模型并进行实证测试。原创性/价值本研究不仅揭示了现有研究中的关键差距,还提出了一个研究议程,以指导未来的研究人员保持相关性,尤其是在伊斯兰银行营销的背景下。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.40
自引率
28.10%
发文量
80
期刊介绍: Launched in 2010, Journal of Islamic Marketing (JIMA) was the first journal dedicated to investigating Marketing’s relationship with Islam, in theory and practice, across Muslim majority and minority geographies. JIMA tackles the nuances associated with Muslim consumption patterns, doing business in Muslim markets, and targeting Muslim consumers. When considering the acronyms for the emerging economies to watch: in 2001 it was BRIC (Brazil, Russia, India, and China); and more recently in 2013 MINT (Mexico, Indonesia, Nigeria, Turkey), and CIVETS (Columbia, Indonesia, Vietnam, Egypt, Turkey and South Africa) – then it is apparent that economies with large Muslim populations are growing in importance. One quarter of the world''s population are Muslim, with well over half of Muslims today under the age of 25 - which prompted Miles Young, Global CEO of Ogilvy, to assert that Muslims are the "third one billion", following interest in Indian and Chinese billions, in terms of market opportunities.
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