Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance.
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Emerald
2015
|
| Subjects: | |
| Online Access: | http://irep.iium.edu.my/47939/ http://irep.iium.edu.my/47939/ http://irep.iium.edu.my/47939/ http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf |