Proceedings of Annual Paris Business Research Conference
13 - 14 August 2015, Crowne Plaza Hotel Republique, Paris, France
ISBN: 978-1-922069-82-5
Customer Satisfaction in Islamic Versus Non-Islamic Banks in
Qatar
Rami Zeitun*, Ousama Anam and Lara Tayara
This research project assesses and compares the customer satisfaction between Islamic
and non-Islamic banks in Qatar. In this study we show that there is a significant difference in
terms of customers satisfaction in both Islamic and non-Islamic banks. The result shows that
39 percent of the customers dealing with Islamic banks are Qatari Muslims. It is worth
mentioning that the Islamic banking system is fairly new. On the other hand, looking at the
cultural perspective, the loyalty to Islam religion (law) could be the main reason for Muslim
customers to require and ask for the Islamic banking services. However, non-Muslims
subscribe to Islamic banking products and services because of the multi-cultural society in
Qatar. In accordance with previous studies, we find that customers expectation is higher
than banks service provided by banks irrespective to its type. The results also suggest that
both Islamic and non-Islamic banks should focus more on products offered by banks and
banks experience and proficiency. The banks also must enforce and constantly educate
their staff about the importance of customer services that enhances customers satisfactions.
Keywords: Islamic Banks, Customer Satisfaction, Non-Islamic Banks, Qatar
*Dr. Rami Zeitun, Corresponding Author. Qatar University, College of Business and Economics, Department of
Finance and Economic, Tel.: +974 4403 5092, Fax. : +974 4403 5081, P.O.Box: 2713-Doha-Qatar, Email:
rami.zeitun@qu.edu.qa .