Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia

Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is an strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’...

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Main Authors:	Abdul Razak, Dzuljastri, Zakariah, Fodol Mohamed, Jama, Ahmed Abdilahi, Burhan, Ali Ahmad
Format:	Conference or Workshop Item
Language:	English English
Published:	2018
Subjects:	HG3368 Islamic Banking and Finance
Online Access:	http://irep.iium.edu.my/67848/ http://irep.iium.edu.my/67848/12/67848%20prpgramme%20schedule%20and%20certificate.pdf http://irep.iium.edu.my/67848/1/Latest%2007.09.18%20-%20RELATIONSHIP%20BETWEEN%20SERVICE%20QUALITY%20AND%20CUSTOMER%20SATISFACTION%20%281%29.pdf

id	iium-67848
recordtype	eprints
spelling	iium-678482018-11-30T07:29:44Z http://irep.iium.edu.my/67848/ Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia Abdul Razak, Dzuljastri Zakariah, Fodol Mohamed Jama, Ahmed Abdilahi Burhan, Ali Ahmad HG3368 Islamic Banking and Finance Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is an strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ need for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangible, reliability, responsiveness, assurance and empathy known as CARTER model. However, majority of these studies are not conducted in Malaysia and the sample size was small. There was only one study conducted in Malaysia using descriptive statistics. Hence, this study addresses this gap by conducting the survey in Klang valley region which include Kuala Lumpur, Gombak and Shah Alam.The method was carried out by survey of 300 respondents. Data is analyzed using factor analysis and multiple regressions to measure the relationship between the variables. The results indicated that compliance, reliability, and empathy have positive relationships with customer satisfaction. While the relationships with assurance, tangibles, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving service quality. The academician can benefit by conducting more research into this body of knowledge. 2018 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/67848/12/67848%20prpgramme%20schedule%20and%20certificate.pdf application/pdf en http://irep.iium.edu.my/67848/1/Latest%2007.09.18%20-%20RELATIONSHIP%20BETWEEN%20SERVICE%20QUALITY%20AND%20CUSTOMER%20SATISFACTION%20%281%29.pdf Abdul Razak, Dzuljastri and Zakariah, Fodol Mohamed and Jama, Ahmed Abdilahi and Burhan, Ali Ahmad (2018) Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia. In: 6th ASEAN Universities International Conference in Islamic Finance, 14th-15th November 2018, Manila, Philippines. (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HG3368 Islamic Banking and Finance
spellingShingle	HG3368 Islamic Banking and Finance Abdul Razak, Dzuljastri Zakariah, Fodol Mohamed Jama, Ahmed Abdilahi Burhan, Ali Ahmad Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia
description	Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is an strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ need for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangible, reliability, responsiveness, assurance and empathy known as CARTER model. However, majority of these studies are not conducted in Malaysia and the sample size was small. There was only one study conducted in Malaysia using descriptive statistics. Hence, this study addresses this gap by conducting the survey in Klang valley region which include Kuala Lumpur, Gombak and Shah Alam.The method was carried out by survey of 300 respondents. Data is analyzed using factor analysis and multiple regressions to measure the relationship between the variables. The results indicated that compliance, reliability, and empathy have positive relationships with customer satisfaction. While the relationships with assurance, tangibles, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving service quality. The academician can benefit by conducting more research into this body of knowledge.
format	Conference or Workshop Item
author	Abdul Razak, Dzuljastri Zakariah, Fodol Mohamed Jama, Ahmed Abdilahi Burhan, Ali Ahmad
author_facet	Abdul Razak, Dzuljastri Zakariah, Fodol Mohamed Jama, Ahmed Abdilahi Burhan, Ali Ahmad
author_sort	Abdul Razak, Dzuljastri
title	Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia
title_short	Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia
title_full	Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia
title_fullStr	Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia
title_full_unstemmed	Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia
title_sort	relationship between service quality and customer satisfaction : an empirical study of islamic banks in malaysia
publishDate	2018
url	http://irep.iium.edu.my/67848/ http://irep.iium.edu.my/67848/12/67848%20prpgramme%20schedule%20and%20certificate.pdf http://irep.iium.edu.my/67848/1/Latest%2007.09.18%20-%20RELATIONSHIP%20BETWEEN%20SERVICE%20QUALITY%20AND%20CUSTOMER%20SATISFACTION%20%281%29.pdf
first_indexed	2023-09-18T21:36:20Z
last_indexed	2023-09-18T21:36:20Z
_version_	1777412845600768000

Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia

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