The theoretical framework examines the customer satisfaction in Islamic banks.For this research study, I applied a correlational research scheme. I selected a correlational investigation technique as the best suitable scheme, as the point involves examining associations among variables mathematically (Naser et al., 2013; Hamzah et al., 2015). These work as mathematically coded autonomous and dependent variables (Andaleeb et al, 2016). A researcher conducts a correlational research study when the objective of the study is to analyze relationships quantitatively among variables or to determine the influence of various independent variables on a particular dependent variable (Sharma & Chaubey, 2014). Researchers cannot determine causality in a correlational research design, but they can when utilizing an experimental research design (Klugh, 2013, p. 20). The correlational research design is an appropriate match since this investigation shall not manipulate any variables or utilize a controlled experimental examination environment.
As such, I correlated the dependent and independent variables to highlight how the customer satisfaction as a dependent variable was affected. To further strengthen the study, I used frameworks suggested by Amin et al. (2013), Kashif et al. (2016), Andaleeb et al. (2016), Saqib et al. (2015), and Hamzah et al. (2013). These researchers used various indicators, which in this research are considered as the independent variables to determine the level of customer satisfaction. For this reason, the variables that these researchers used are the main framework for this research. However, for the purpose of this research, customer satisfaction has dimensions of trust and loyalty (dependent variables) and how the independent variables, tangible product and intangible services (with three dimensions of personnel service quality, commitment (which is moral value), and level of compassion.
Proposed Framework
The studys proposed conceptual framework is shown below:
Independent variables.
Dependent variable
Customer Satisfaction
Tangible product.
Intangible services (3 Dimensions of personnel service quality, commitment, and level of compassion)
3 Dimensions of general, trust, and loyalty
Independent variables.
Dependent variable
Customer Satisfaction
Tangible product.
Intangible services (3 Dimensions of personnel service quality, commitment, and level of compassion)
3 Dimensions of general, trust, and loyalty
Figure 1: Research Model
This conceptual framework was adopted from the several researchers literature review to serve as the foundation of this study. These are Amin et al. (2013), Kashif et al. (2016), Andaleeb et al. (2016), Saqib et al. (2015), and Hamzah et al. (2013). In essence, these were the main spurces for developing the framework, as discussed in the following section.
Main Sources
Amin et al. (2013)
The structural model for satisfaction for muslin clients adopted by Amin et al. (2013) is highlighted below:
Figure 2: Amin et als (2013) Framework.
The framework is adopted by Amin et al. (2013) is important in that it sought to highlight how customer loyalty was achieved, a dimension for achieving customer satisfaction, as identified in this research. In essence, the framework highlights that trust and customer loyalty are essential in achieving customer satisfaction.
Kashif et al. (2016)
The framework adopted by Kashif et al. (2016) is highlighted below:
Figure 3: Kashif et als (2016) Framework
As shown in Figure 3, customer loyalty is only achieved once the clients are satisfied. The independent variables considered included tangibility, sincerity, assurance, formality, and personalization, that yield customer satisfaction, and hence customer loyalty. The framework is important as it highlights the necessary factors that need to be considered before achieving satisfaction.
Andaleeb et al. (2016).
Andaleeb et al. (2016) adopted the following customer-centric Islamic banking framework:
Figure 4: Andaleeb et als (2016) Customer-centric framework.
The framework in Figure 4 highlights the intangible and tangible determinants of maximizing value among customers in Islamic banks, and thus, it is important in coming up with the tangible product and intangible service parameters. The researchers, however, used the following model in their study:
Figure 5: Andaleeb et als (2016) Study Framework.
In addition, Andaleeb et al (2016) also highlighted that satisfaction among Islamic bank clients depended on commitment, convenience, cost-benefit, compassion, corporate image, and consistency. It is important for the research as it highlights variables that should be met to achieve satisfaction.
Saqib et al. (2015)
Figure 6: Saqib et al.s (2015) Framework
Saqib et al.s (2015) framework is important for this study as it highlights the dependent and independent variables that show some correlation with this study. The dependent variable (customer satisfaction) is achieved by meeting the independent variables, tangibility, reliability, empathy, assurance, and responsiveness, which when coupled together, ensure service quality. These indicators highlight the need to meet them to achieve satisfaction.
Hamzah et al. (2015)
Figure 7: Hamzah et als (2015) Study Framework
As shown in Figure 7, customers satisfaction is achieved once Islamic banks offer quality services, competent staff, a good brand image, and has accessibility. As such, the study is important for this current one as it establishes the indicators that must be met to ensure customer satisfaction.
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