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Service quality in Malaysian Islamic Banks: Empirical Study

Abdul Razak, Dzuljastri and Fodol, Mohamed Zakaria and Jama, Ahmed Abdilahi and Burhan, Ali Ahmad (2020) Service quality in Malaysian Islamic Banks: Empirical Study. Turkish Journal of Islamic Economics, 7 (1). pp. 13-42. ISSN 2147-9054 E-ISSN 2148-3809

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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 a strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ needs for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangibles, reliability, responsiveness, assurance and empathy known as CARTER model however, majority of these studies have not been conducted for Malaysia. The few studies that were conducted for Malaysia used only descriptive statistics and their sample sizes were small. Hence, this study addresses this gap by conducting the survey in Klang valley region which includes Kuala Lumpur, Gombak and Shah Alam. The method was carried out by conducting a 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 a positive relationship with customer satisfaction and are significant while assurance, tangibility, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving their service quality. The academicians can benefit by conducting further research into this body of knowledge.

Item Type: Article (Journal)
Additional Information: 4433/79676
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Islamic Banks, Shariah Compliance, Empirical Study.
Subjects: H Social Sciences > HG Finance
H Social Sciences > HG Finance > HG3368 Islamic Banking and Finance
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Finance
Kulliyyah of Economics and Management Sciences
Depositing User: Dr Dzuljastri Abdul Razak
Date Deposited: 16 Apr 2020 10:33
Last Modified: 27 Nov 2020 14:39
URI: http://irep.iium.edu.my/id/eprint/79676

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