Perceptions of service quality and effects of personality traits of employees in the UAE Islamic banks

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 bankemployees and 454 customers.The most important aspect of the originality and contribution of this thesis is that it is thefirst for the UAE banking sector in general and Islamic banks in particular. It is the firststudy to relate personality traits of employees of Islamic banks to quality perceptions ofthese banks' customers.The results reported in this thesis contribute toward the settlement of the debate aboutwhether or not there are possible linkages between employees' personality traits and servicequality perceptions. The evidence provided indicates that such linkages do not exist for allpersonality traits. This means that personality traits do not have their own independenteffects 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.

Level dc:type.qualificationlevel

Doctoral (Level 8)

Year dc:date.issued

2008

Author dc:creator

• Al-Mutawa, SAJ

Language dc:language

en

Identifier

oai:salford-repository.worktribe.com:1337303

OAI identifier oai:identifier

oai:salford-repository.worktribe.com:1337303