Bank Selection Criteria and SERVQUAL Survey among Muslims in Mauritius

Muhamad Abduh, Shaheen Bibi Ramjaun, Muhamad Mustaqim


As a Muslim minority country located far off the east coast of South Africa, Mauritius has successfully introduced Islamic finance since 1998. However, the development is not as expected since two Islamic banking windows were closed down and the only Islamic commercial bank in the country has been struggling hard in order to generate favorable expected profits. The aims of this study are to investigate the bank selection criteria among Muslims in Mauritius and to evaluate the customer satisfaction upon the Islamic banking service quality in the country. The findings show that privacy, easy access, service quality, facilities, transparency and bank reputation are the factors influence Muslim Mauritian to patronize bank and interestingly religion and religiosity are out of it. The importance – performance analysis is used to provide an interesting visual analysis on the service quality items examined. The findings suggest that Islamic banks must improve their Tangible and Reliability aspects in order to satisfy the customers and eventually become more profitable.


Mauritius; Islamic bank; bank selection criteria; service quality; importance-performance analysis

Full Text:



Abduh, M. (2011). Islamic Banking Service Quality and Withdrawal Risk: The Indonesian Experience. International Journal of Excellence in Islamic Banking and Finance, Vol. 1, No. 2, pp. 1-15.

Abduh, M. (2017). Factors Influencing Russians to Patronize Islamic Financial Products and Services: Case Study in Dagestan and Tatarstan. Journal of Islamic Economics, Banking and Finance. Vol. 13 No. 3, pp. 163-173.

Abduh, M. and Omar, M. A. (2010). Who Patronizes Islamic Banks in Indonesia. Australian Journal of Islamic Law, Management and Finance. Vol. 1 No. 1, pp.40-53.

Abduh, M., Dahari, Z. and Omar, M. A. (2012). Bank Customer Classification in Indonesia: Logistic Regression vis-a-vis Artificial Neural Networks. World Applied Sciences Journal. Vol. 18 No. 7, pp.933-938.

Akhtar, A. and Zaheer, A. (2014). Service Quality Dimensions of Islamic Banks: A Scale Development Approach. Global Journal of Management and Business Research: A Administration and Management. Vol. 14 No. 5, pp.10-20.

Alam, S. S. and Hisham, R. (2011). Is Religiosity an Important Determinant on Muslim Consumer Behaviour in Malaysia. Journal of Islamic Marketing. Vol. 2 No. 1, pp.83-96.

Alam, S. S., Janor, H., Zanariah, Wel, C. A. and Ahsan, M. N. (2012). Is Religiosity an Important Factor in Influencing the Intention to Undertake Islamic Home Financing in Klang Valley. World Applied Sciences Journal. Vol. 19 No. 7, pp.1030-1041.

Altwijry, O. I. and Abduh, M. (2013). Customer Satisfaction and Switching Behaviour in Saudi Islamic Banks: An exploratory study. Journal of Islamic Finance. Vol. 2 No. 2, pp.17-25.

Amirzadeh, R. and Shoorvarzy, M. R. (2013). Prioritizing Service Quality Factor in Iranian Islamic Banking using a Fuzzy Approach. International Journal of Islamic and Middle Eastern Finance and Management. Vol. 6 No. 1, pp.64-78.

Auka, D., Bosire, J. and Matern, V. (2013). Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya. British Journal of Marketing Studies. Vol. 1 No. 3, pp.32-61.

Beaumont, R. (2012). An introduction to principal component analysis and factor analysis using SPSS 19 and R (Psych Package). Retrieved from

Caratelli, M., and Ricci, O. (2013). Consumer Choice Criteria in Retail Banking. Journal of Strategic Choice Marketing. Vol. 22 No. 3, pp.240-256.

Century Banking Corporation Ltd. (2013). 2012 Annual Report of the Century Banking Corporation Ltd. Port Louis: Mauritius.

Chaoprasert, C. and Elsey, B. (2004). Service Quality Improvement in Thai Retail Banking and Its Management Implications. ABAC Journal. Vol. 4 No. 1, pp.47-66.

Coetzee, J., Zyl, H. V., and Tait, M. (2012). Selection criteria in the South African retail banking sector. African Journal of Business Management. Vol. 6 No. 41, pp.10558-10567.

Dar, H. (2004). Demand for Islamic financial services in the UK: Chasing a mirage? Economics Research Paper. Vol. 4 No. 11, pp.1-25.

Ernst and Young. (2010). Understanding Customer Behaviour in Retail Banking. London: Ernst and Young.

Farell, A. (2009). Factor analysis and discriminant validity:A brief review of some practical issues. Sydney: Australian and New Zealand Marketing Academy.

Faye, I., Triki, T., and Kangoye, T. (2013). The Islamic Finance Promises: Evidence from Africa. Review of Development Finance, Vol. 3 No. 3, pp.136-151.

Gerrard, P. and Cunningham, J. B. (1997). Islamic banking:a study in Singapore. International Journal of Bank Marketing. Vol. 16 No. 6, pp.204-216.

Gunputh, R. P. (2012, October). Would Islamic Banking Enhance Banking Activities and FDI in Mauritius? The Mauritian Case Study. Paper presented at 2nd International Conference on International Trade and Investment ‘Financial Crisis and Trade and Investment in Developing Countries’, Port Louis, Mauritius.

Hair, J. F., Celsi, M. W., Money, A. H., Samouel, P. and Page, M. J. (2011). Essentials of Business Research Methods. New York: M.E. Sharpe Inc.

Hasan, S. A., Subhani, M. I. and Osman, A. (2012). Consumer criteria for the selection of an Islamic bank:evidence from Pakistan. Retrieved from Munich Personal RePec Archive:

Jalil, M. A. and Rahman, M. K. (2014). The Impact of Islamic Branding on Consumer Preference towards Islamic Banking Services: An Empirical Investigation in Malaysia. Journal of Islamic banking and finance. Vol. 2 No. 1, pp.209-229.

Jenkins, P. and Hall, C. (2012, October 5). HSBC’s Islamic closures highlight dilemma. Retrieved from:

Khan, M. S., Hassan, M. K. and Shahid, A. I. (2008). Banking Behaviour of Islamic Bank Customers in Bangladesh. Journal of Islamic Economics, Banking and Finance. Vol. 3 No. 2, pp.159-194

Krejcie, R. and Morgan, D. (1970, December). Determing sample size for research activities. The NEA Research Bulletin, 38, 99.

Ladhari, R., Souiden, N. and Ladhari, I. (2011). Determinants of loyalty and recommendation:the role of perceived service quality, emotional satisfaction and image. Journal of Financial Services Marketing. Vol. 16 No. 2, pp.111-124.

Lallmahamood, M. (2013, February 26). Mauritius: Why is Islamic finance not developing faster? Islamic Finance News Guide, p. 35. Retrieved from Islamic Finance News:

Leon, A. and Pfeifer, C. (2013). Religious activity, risk taking preferences, and financial behaviour:empirical evidence from German Survey Data. Working Paper Series in Economics. University of Luneberg.

Marimuthu, M., Jing, C. W., Gai, L. P., Mun, L. P. and Ping, T. Y. (2010, September). Islamic banking:selection criteria and implications. Global Journal of Human Sciences. Vol. 10 No. 4, pp.52-62.

Mariyono, J. (2012). Determinants of Customers in Selecting Sharia Banking System for Saving in East Java - Indonesia. Journal of Economics, Business and Accountancy Ventura. Vol. 16 No. 3, pp.457-472

Martilla, J. A., & James, J. C. (1977). Importance performance analysis. The Journal of Marketing. Vol. 41 No. 1, pp.77-79.

Parasuraman, A., Zeithaml, V. and Berry, L. (1988). SERVQUAL: A Multiple Item-scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. Vol. 64 No. 1, pp.12-40.

Parker, M. (2010, November 14). Indian Corporates TATA, Reliance foray into Islamic Finance. Retrieved from:

Ramadan, Z. S. (2013). Jordanian Criteria for Islamic Banks Selection: Evidence from the Jordanian Banking Sector. International Journal of Academic Research in Accounting, Finance and Management Sciences. Vol. 3 No. 3, pp.139-145.

Ramdhony, D. (2013). Islamic banking awareness attitudes and bank selection criteria. Internation Journal of Humanities and Applied Sciences. Vol. 2 No. 2, pp.29-35.

Ranjbar, A. and Sharif, S. P. (2008). Islamic banking selection criteria:an imperical study in Malaysia. Retrieved from Social Science Research Network:

Sachdev, S. and Verma, H. (2004). Relative Importance of Service Quality Dimensions:a multisectoral study. Journal of Services Research. Vol. 4 No. 1, pp.93-116.

Shafie, S., Azmi, W. N. and Haron, P. S. (2004). Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study of Bank Islam Malaysia Berhad. Journal of Muamalat and Islamic Finance Research. Vol. 1 No. 1, pp.1-12.

Somasundaram, R. and Krishnamurthy, V. (2013). Impact of service quality on customer relationship management in the banking sector. International Monthly Refereed Journal of Research in Management and Technology. Vol. 2, pp.102-110.

Tara, N., Irshad, M., Khan, M. R. and Yamin, M. (2014). Factors Influencing Adoption of Islamic Banking: A Study from Pakistan. Journal of Public Administration and Governance. Vol. 4 No. 3, pp.352-367.

Ullah, K. Z. (2014). An Investigation of the Selection Criteria of Islamic Banking in Pakistan: Customers’ Perspective. Research Journal of Management Sciences. Vol. 3 No. 6, pp.7-9.

Vizcaino, B. (2014, March 5). Mauritius slams "foot-dragging" on Islamic finance, other reforms. Retrieved from:

Wafaa, H. and Abderrezzak, B. (2014). A study of the relationship between banking service quality and customer satisfaction in Algerian public banks. International Journal of Science and Research. Vol. 3 No. 1, pp.372-378.

Zeithaml, V. (1988). Consumer Perceptions of Price, Quality and Value: A Means End Model and Synthesis of Evidence. Journal of Marketing. Vol. 52, pp.2-22.

Zulfiqar, B., Arshad, H. M., Fareed, Z., Shahzad, F., and Hussain, S. (2014). Criteria of selecting bank in Pakistani banking sector:study of banking customers in Sahiwal Pakistan. International Journal of Managing Value and Supply Chains. Vol. 5 No. 4, pp.19-30.



  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.