Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]

Islamic banking scheme (IBS) was officially introduced by Bank Negara Malaysia on March 4 1993. Though many studies had been done on IBS in Malaysia but the studies on customer satisfaction are still new and lacking. This research is designed to identify determinants of customer satisfaction and cri...

Full description

Bibliographic Details
Main Authors:	Mohd. Yusof, Zulkafli, Hashim, Marwan, Hassan, Rosli
Format:	Research Reports
Language:	English
Published:	Institute of Research Management & Innovation 2005
Subjects:	Customer services. Customer relations Banking
Online Access:	http://ir.uitm.edu.my/id/eprint/19047/ http://ir.uitm.edu.my/id/eprint/19047/1/LP_NOOR%20SALIZA%20ZAINAL%20IRMI%20K%2005_5.pdf

id	uitm-19047
recordtype	eprints
spelling	uitm-190472019-03-28T07:11:33Z http://ir.uitm.edu.my/id/eprint/19047/ Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli Customer services. Customer relations Banking Islamic banking scheme (IBS) was officially introduced by Bank Negara Malaysia on March 4 1993. Though many studies had been done on IBS in Malaysia but the studies on customer satisfaction are still new and lacking. This research is designed to identify determinants of customer satisfaction and criteria to select an Islamic bank. The research also determines the differences in customer satisfaction and selection criteria between various customer profiles. This is an empirical research involving two hundred commercial-customers from four selected IBS in Sungai Petani, Alor Star and Kulim. A set questionnaire was distributed to the respective respondents. The data collected was analysed using techniques of frequency distributions, t-test, ANOVA, Kruskal-Wallis and Spearman’s rho rank correlation of Statistical Package for Social Sciences (SPSS) version 12.0. The study found four important results, first, there are ten determinants of customer satisfaction in IBS i.e customer deposits, financing facilities, other products / services, counter service, extra service, bank management, bank staff, advertisement, efficient advice and bank facilities. Second, there are eight criteria to select an Islamic bank, i.e recommendation, confidence, bank image / appearance, bank’s personnel, rate of return, belief and reason, and products offered. Third, there is no difference in satisfaction in IBS across customer profiles except Islamic banks and branches. Finally, there is no difference in selection criteria for an Islamic bank across customer profiles except Islamic banks, branches and occupations. Further research on satisfaction in IBS should be comprehensive, incorporate a larger scope and sample. A comparative study between all IBS banks must be done in order to broaden the generalization of the research findings. Institute of Research Management & Innovation 2005-03 Research Reports NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/19047/1/LP_NOOR%20SALIZA%20ZAINAL%20IRMI%20K%2005_5.pdf Mohd. Yusof, Zulkafli and Hashim, Marwan and Hassan, Rosli (2005) Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]. [Research Reports] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations Banking
spellingShingle	Customer services. Customer relations Banking Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
description	Islamic banking scheme (IBS) was officially introduced by Bank Negara Malaysia on March 4 1993. Though many studies had been done on IBS in Malaysia but the studies on customer satisfaction are still new and lacking. This research is designed to identify determinants of customer satisfaction and criteria to select an Islamic bank. The research also determines the differences in customer satisfaction and selection criteria between various customer profiles. This is an empirical research involving two hundred commercial-customers from four selected IBS in Sungai Petani, Alor Star and Kulim. A set questionnaire was distributed to the respective respondents. The data collected was analysed using techniques of frequency distributions, t-test, ANOVA, Kruskal-Wallis and Spearman’s rho rank correlation of Statistical Package for Social Sciences (SPSS) version 12.0. The study found four important results, first, there are ten determinants of customer satisfaction in IBS i.e customer deposits, financing facilities, other products / services, counter service, extra service, bank management, bank staff, advertisement, efficient advice and bank facilities. Second, there are eight criteria to select an Islamic bank, i.e recommendation, confidence, bank image / appearance, bank’s personnel, rate of return, belief and reason, and products offered. Third, there is no difference in satisfaction in IBS across customer profiles except Islamic banks and branches. Finally, there is no difference in selection criteria for an Islamic bank across customer profiles except Islamic banks, branches and occupations. Further research on satisfaction in IBS should be comprehensive, incorporate a larger scope and sample. A comparative study between all IBS banks must be done in order to broaden the generalization of the research findings.
format	Research Reports
author	Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli
author_facet	Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli
author_sort	Mohd. Yusof, Zulkafli
title	Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
title_short	Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
title_full	Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
title_fullStr	Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
title_full_unstemmed	Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
title_sort	commercial - customers satisfaction in islamic banking scheme : a case study in kedah / noorsaliza zainal, zulkafli mohd. yusof, marwan hashim... [et.al.]
publisher	Institute of Research Management & Innovation
publishDate	2005
url	http://ir.uitm.edu.my/id/eprint/19047/ http://ir.uitm.edu.my/id/eprint/19047/1/LP_NOOR%20SALIZA%20ZAINAL%20IRMI%20K%2005_5.pdf
first_indexed	2023-09-18T23:01:43Z
last_indexed	2023-09-18T23:01:43Z
_version_	1777418217858269184

Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]

Similar Items