Use this URL to cite or link to this record in EThOS: https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.494750
Title: Perceptions of service quality and effects of personality traits of employees in the UAE Islamic banks
Author: Al-Mutawa, Saeed Abdullah Juma
ISNI:       0000 0001 3407 4700
Awarding Body: University of Salford
Current Institution: University of Salford
Date of Award: 2008
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Abstract:
This thesis aimed at investigating the effects of employees" personality traits on customers" perceptions of the UAE Islamic bank service quality using two questionnaires (the Mini- Markers and SERVPERF) and a set of regression models. The sample consisted of 105 bank employees and 454 customers. The most important aspect of the originality and contribution of this thesis is that it is the first for the UAE banking sector in general and Islamic banks in particular. It is the first study to relate personality traits of employees of Islamic banks to quality perceptions of these banks' customers. The results reported in this thesis contribute toward the settlement of the debate about whether or not there are possible linkages between employees' personality traits and service quality perceptions. The evidence provided indicates that such linkages do not exist for all personality traits. This means that personality traits do not have their own independent effects on customers" perceptions of Islamic bank service quality. However, employees' gender was found to have significant effects on the empathy dimension of service quality. The thesis concluded with some recommendations for bank managers and future research.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID: uk.bl.ethos.494750  DOI: Not available
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