Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

Islam, Rafikul and Ahmed , Selim and Abdul Razak, Dzuljastri (2015) Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia. International Journal of Quality and Service Sciences , 7 (4). pp. 424-441. ISSN 1756-669X

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Abstract

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.

Item Type:	Article (Journal)
Additional Information:	4433/47939
Uncontrolled Keywords:	Islamic banking, Service quality, Customer expectations,Customer perceptions
Subjects:	H Social Sciences > HG Finance > HG1501 Banking
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Finance
Depositing User:	Dr Dzuljastri Abdul Razak
Date Deposited:	11 Jan 2016 10:33
Last Modified:	23 Mar 2016 10:11
URI:	http://irep.iium.edu.my/id/eprint/47939

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