Designing a Customer Satisfaction Index (CSI) for Islamic Banks

This study aims at proposing a framework to measure a Customer satisfaction Index (CSI) for Islamic banks. A questionnaire was distributed among the Islamic bank customers to measure the criteria’s weights, perceived performance and expected performance. We use the criteria’s weights, perceived performance and expected performance to test the proposed index for Iran’s three largest Islamic banks. The resultant index can be used to evaluate and rank banks in accordance with their CS’s status quo. While this approach can be applied across different industries, it should not be presumed that the numerical results presented in this study apply to contexts with substantially different underlying attributes.

Keywords:

Customer satisfaction , Index , Islamic Banks