The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention

With increasing competition in terms of better services and recent specific requirements for shari’ah compliance, the Islamic banking sector is not only expected to provide a higher standard of quality service, but also to be Shari’ah compliant. Hence it is timely to examine the impact of service qu...

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Main Authors:	Elmontaser, Mohamed Abubaker, Syed Jaafar Alhabshi, Syed Musa
Format:	Article
Language:	English English
Published:	International Islamic University Malaysia 2016
Subjects:	HG1501 Banking
Online Access:	http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/1/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers_WoS.pdf http://irep.iium.edu.my/56582/2/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers.pdf

id	iium-56582
recordtype	eprints
spelling	iium-565822017-04-19T00:57:22Z http://irep.iium.edu.my/56582/ The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa HG1501 Banking With increasing competition in terms of better services and recent specific requirements for shari’ah compliance, the Islamic banking sector is not only expected to provide a higher standard of quality service, but also to be Shari’ah compliant. Hence it is timely to examine the impact of service quality on customer satisfaction as well as customer loyalty and retention in Islamic banks in Malaysia with the increase emphasis of shariah governance and compliance in the banking industry. A purposive sample of 339 Islamic bank customers with Islamic bank accounts was selected for the purpose of this study. Due to the institutional impediments in direct distribution of survey questionnaires, an online survey to selected respondents was administered. The survey sample includes respondents who are customers with banking accounts of several prominent Islamic banks in Malaysia. The service quality dimensions examined are tangibility, reliability, empathy and responsiveness and analysis of the significant effects of these dimensions on customer satisfaction, customer loyalty and customer retention. Among all these, except tangibility dimension, show significant impact on customer satisfaction and higher impact on customer loyalty and customer retention. In addition, this is an attempt to analyze the impact of service quality on customer satisfaction, customer loyalty and customer retention. This implies that customer utility experience is expected to result in a longer term relationship with Islamic banks. International Islamic University Malaysia 2016 Article PeerReviewed application/pdf en http://irep.iium.edu.my/56582/1/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers_WoS.pdf application/pdf en http://irep.iium.edu.my/56582/2/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers.pdf Elmontaser, Mohamed Abubaker and Syed Jaafar Alhabshi, Syed Musa (2016) The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention. Al-Shajarah, 21 (3 Special Issue). pp. 183-215. ISSN 1394-6870 http://journals.iium.edu.my/shajarah/index.php/shaj/article/view/418
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HG1501 Banking
spellingShingle	HG1501 Banking Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
description	With increasing competition in terms of better services and recent specific requirements for shari’ah compliance, the Islamic banking sector is not only expected to provide a higher standard of quality service, but also to be Shari’ah compliant. Hence it is timely to examine the impact of service quality on customer satisfaction as well as customer loyalty and retention in Islamic banks in Malaysia with the increase emphasis of shariah governance and compliance in the banking industry. A purposive sample of 339 Islamic bank customers with Islamic bank accounts was selected for the purpose of this study. Due to the institutional impediments in direct distribution of survey questionnaires, an online survey to selected respondents was administered. The survey sample includes respondents who are customers with banking accounts of several prominent Islamic banks in Malaysia. The service quality dimensions examined are tangibility, reliability, empathy and responsiveness and analysis of the significant effects of these dimensions on customer satisfaction, customer loyalty and customer retention. Among all these, except tangibility dimension, show significant impact on customer satisfaction and higher impact on customer loyalty and customer retention. In addition, this is an attempt to analyze the impact of service quality on customer satisfaction, customer loyalty and customer retention. This implies that customer utility experience is expected to result in a longer term relationship with Islamic banks.
format	Article
author	Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa
author_facet	Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa
author_sort	Elmontaser, Mohamed Abubaker
title	The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
title_short	The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
title_full	The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
title_fullStr	The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
title_full_unstemmed	The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
title_sort	impact of service quality on malaysian muslim islamic bank customers: satisfaction,loyalty and retention
publisher	International Islamic University Malaysia
publishDate	2016
url	http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/1/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers_WoS.pdf http://irep.iium.edu.my/56582/2/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers.pdf
first_indexed	2023-09-18T21:19:50Z
last_indexed	2023-09-18T21:19:50Z
_version_	1777411807591268352

The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention

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