Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia

Customer satisfaction is critically important for banks to stay competitive as the customer is the ultimate source of income for any organization. Islamic banking system and conventional banking system are considered as rival systems working in the same banking industry. In order for Islamic banks...

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Main Author:	Md Saad, Norma
Format:	Article
Language:	English
Published:	Canadian Center of Science and Education 2012
Subjects:	HG1501 Banking KBP173.25 Islamic law and other disciplines or subjects
Online Access:	http://irep.iium.edu.my/22990/ http://irep.iium.edu.my/22990/1/Comparative_analysis_of_customer_satisfaction_on_Islamic_and_conventional_banks_in_Malaysia.pdf

id	iium-22990
recordtype	eprints
spelling	iium-229902012-04-04T13:56:46Z http://irep.iium.edu.my/22990/ Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia Md Saad, Norma HG1501 Banking KBP173.25 Islamic law and other disciplines or subjects Customer satisfaction is critically important for banks to stay competitive as the customer is the ultimate source of income for any organization. Islamic banking system and conventional banking system are considered as rival systems working in the same banking industry. In order for Islamic banks to compete successfully with conventional banks, Islamic banks must give extremely high consideration to their primary customers. Whenever either Islamic banks or conventional banks offer any product or service, its success depends upon the customer satisfaction towards that product or service. This study examines the level of customer satisfaction on Islamic banks as well as conventional banks in Malaysia. It also investigates the relationship between different demographic variables and the satisfaction of customers. A sample of 1,153 respondents from various cities representing different states in Malaysia was selected. The results in this study suggest that customers are mostly satisfied with the quality of services which include competency, friendliness, and efficiency of the staff of the Islamic and conventional banks. Canadian Center of Science and Education 2012-01-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/22990/1/Comparative_analysis_of_customer_satisfaction_on_Islamic_and_conventional_banks_in_Malaysia.pdf Md Saad, Norma (2012) Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia. Asian Social Science, 8 (1). pp. 73-80. ISSN 1911-2025 (O), 1911-2017 (P)
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HG1501 Banking KBP173.25 Islamic law and other disciplines or subjects
spellingShingle	HG1501 Banking KBP173.25 Islamic law and other disciplines or subjects Md Saad, Norma Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
description	Customer satisfaction is critically important for banks to stay competitive as the customer is the ultimate source of income for any organization. Islamic banking system and conventional banking system are considered as rival systems working in the same banking industry. In order for Islamic banks to compete successfully with conventional banks, Islamic banks must give extremely high consideration to their primary customers. Whenever either Islamic banks or conventional banks offer any product or service, its success depends upon the customer satisfaction towards that product or service. This study examines the level of customer satisfaction on Islamic banks as well as conventional banks in Malaysia. It also investigates the relationship between different demographic variables and the satisfaction of customers. A sample of 1,153 respondents from various cities representing different states in Malaysia was selected. The results in this study suggest that customers are mostly satisfied with the quality of services which include competency, friendliness, and efficiency of the staff of the Islamic and conventional banks.
format	Article
author	Md Saad, Norma
author_facet	Md Saad, Norma
author_sort	Md Saad, Norma
title	Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
title_short	Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
title_full	Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
title_fullStr	Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
title_full_unstemmed	Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
title_sort	comparative analysis of customer satisfaction on islamic and conventional banks in malaysia
publisher	Canadian Center of Science and Education
publishDate	2012
url	http://irep.iium.edu.my/22990/ http://irep.iium.edu.my/22990/1/Comparative_analysis_of_customer_satisfaction_on_Islamic_and_conventional_banks_in_Malaysia.pdf
first_indexed	2023-09-18T20:34:53Z
last_indexed	2023-09-18T20:34:53Z
_version_	1777408979051216896

Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia

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