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Arabic Title

الآثار التعديلية لقنوات تقديم الخدمات البديلة على جودة الخدمة: تحليل لأداء المصارف الإسلامية والتقليدية في تنزانيا

Abstract

The study has examined how alternative delivery channels (ADCs) moderate service quality and increase customer satisfaction with the services of Islamic banks in comparison to conventional banks in Tanzania. It has adopted a quantitative survey method using a five-point Likert question to collect data from 680 customers of Islamic and conventional banks. The data were analysed using the Structural Equation Modeling (SEM) supported by the Amos software package for data analysis. The main findings reveal that nearly all the six service quality dimensions selected for the study have positive statistical significance on the relationships between customer satistaction and the services that both types of banks offer. The exception is the responsiveness dimension, which has shown no statistical significance for the case of conventional banking services. The findings vary with regards to the role of ADCs in moderating service quality for customer satisfaction. For conventional banks, ADC significantly weakens the tangibility and assurance dimensions. Whereas it significantly weakens the reliability and empathy dimension for Islamic banking services. Customer satisfaction is not influenced by Sharī'ah compliance. The findings have the following implications for bank managers, regulators and policy makers, among others. Both types of banks use ADCs to enhance the responsiveness dimension for improving customer satisfaction. Islamic banks should recalibrate how they position Sharī'ah compliance in their customer engagement strategies. There is a need for infrastructure investment and a comprehensive legal and regulatory framework governing ADCs in Tanzania.The study has set a new research direction in the areas of ADCs, Quality Service, and customer satisfaction against the extant literature.

First Page

91

Last Page

108

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