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Mapping Customer Satisfaction Research in Islamic Banking: A Bibliometric Analysis (1998–2023)
Abstract
Purpose – This study aims to understand the driving factors of customer satisfaction in Islamic banks through a comprehensive bibliometric analysis. The focus is on identifying key themes, influential works, and trends in the literature from 1998 to 2023.
Methodology - A bibliometric analysis was conducted using the Scopus database. The search strategy included terms related to customer satisfaction and Islamic banking. Inclusion criteria filtered documents by language, subject areas, and document types, resulting in a final sample of 144 journal articles. The analysis included citation analysis, co-word analysis, and co-authorship analysis.
Findings - The study identified service quality, customer loyalty, and Sharia compliance as the most frequently studied factors driving customer satisfaction in Islamic banks. Malaysia and Indonesia emerged as leading contributors to the research. Key themes included the importance of service quality and customer loyalty in enhancing customer satisfaction. The analysis also highlighted the role of top-tier journals in disseminating significant research findings.
Implication - This study contributes to the development of Islamic marketing theory by mapping the intellectual structure of customer satisfaction studies and identifying emerging themes linking religiosity and service quality.
Keywords
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DOI: https://doi.org/10.17509/rief.v8i2.89772
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