The relevance of adopting business process reengineering (BPR) and service quality management (SQ) in Islamic bank management: a case study in Kuwait (Ph.D. Thesis)

This study was carried out in Kuwait Finance House (KFH) and looks at the current situation of Islamic banking from the perspective of modern financial intermediation and Islamic contracting theories. A major problem has developed for Islamic banks due to rapid changes in technology, and the lack of innovative solutions to some managerial and operations issues. Strong competition has led to customers expecting to receive high quality services, something that is now lacking in Islamic banks. This study examines the possibility of adopting Service Quality (SQ) and Business Process Reengineering (BPR) in order to provide high quality products and services for customer satisfaction. The study indicates that it is important for Islamic banks to put cultural differences to the fore when adopting SQ and BPR and points out that it is in the hands of the Islamic bank management in deciding whether or not to adopt SQ and BPR programs.