Measuring perceived service quality in Qatari Islamic banks Abdel Kader Mohamed Ahmed Abdullah* Department of Finance and Economics, College of Business and Economics, University of Qatar, P.O. Box 2713, Doha, Qatar Email: akader@qu.edu.qa *Corresponding author Norizan Mohd Kassim Department of Management and Marketing, College of Business and Economics, Qatar University, P.O. Box 2713, Doha, Qatar Fax: +974-4852290 Email: norizanmk@qu.edu.qa Abstract: This paper investigates the service quality dimensions of Islamic banking services. Data were obtained via a cross-sectional survey involving a sample of 163 Islamic bank customers in Doha, Qatar. The findings indicate that two service-quality dimensions – human skills and empathy – were both indirectly related to retention via satisfaction. Some managerial and research implications of the study are also discussed. Keywords: customer satisfaction; Islamic banking; Middle East; Qatar; retention; service quality. Reference to this paper should be made as follows: Abdullah, A.M.A. and Kassim, N.M. (2009) ‘Measuring perceived service quality in Qatari Islamic banks’, Journal for International Business and Entrepreneurship Development, Vol. 4, Nos. 1/2, pp.90–106. Biographical notes: Abdulkader M.A. Abdullah is an Associate Professor of Financial management at the College of Business and Economics, Qatar University. He obtained his PhD from London Business School, University of London, in 1983 in Investment Planning and Management Science. Currently, he is working as an Associate Dean for Academic Affairs and Director of the MBA programme. He is also the Managing Editor of Studies in Business and Economics. He has authored or co-authored more than 25 papers published in refereed journals and conferences proceedings. His current research interests are in the areas of investment planning, emerging stock markets, capital structure, entrepreneurship and small business management. Norizan M. Kassim is an Associate Professor of Marketing in the Department of Management and Marketing, College of Business and Economics, Qatar University. She received her PhD in Marketing from Southern Cross University, Australia. Her publications have appeared in, among others, Journal of Business Research, Singapore Management Review, Asia Pacific Business Review, International Journal of Bank Marketing, European Journal of Marketing and Journal of Financial Service Marketing. 90 J. International Business and Entrepreneurship Development, Vol. 4, Nos. 1/2, 2009 Copyright © 2009 Inderscience Enterprises Ltd.