Functional service quality satisfaction of islamic and conventional credit card users in Malaysia
The objective of this paper is to deepen the understanding of customers’ satisfaction among credit card users. The study employs the Servperf model to evaluate the functional service quality dimensions of satisfaction of credit card users of Islamic versus conventional banking in Malaysia. The com...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2014
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| Online Access: | http://journalarticle.ukm.my/7567/ http://journalarticle.ukm.my/7567/ http://journalarticle.ukm.my/7567/1/7118-18216-1-SM.pdf |
| Summary: | The objective of this paper is to deepen the understanding of customers’ satisfaction among credit card users. The study
employs the Servperf model to evaluate the functional service quality dimensions of satisfaction of credit card users of
Islamic versus conventional banking in Malaysia. The comparison between different types of credit card users is examined
using factor analysis and regression. The dimensions are found to be robust for different types of credit card users, except
for the Assurance dimension. The dimension did not form significantly in the factor analysis whenever respondents, who
are Islamic credit card users, are included. Meanwhile, all of the dimensions are found in the regression analysis to
have positive relationships with customer satisfaction, which are consistent with the theoretical prediction. This is the
first contextual study conducted in the credit card industry that compares the functional service quality satisfaction of
Islamic credit card users with conventional credit card users. |
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