Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia

Ahmed, Selim and Islam, Rafikul and Mohiuddin, Mohammad (2017) Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia. Turkish Journal of Islamic Economics, 4 (2). pp. 71-82. ISSN 2587-2303 E-ISSN 2587-232X

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Abstract

The present study investigates the level of service quality and customer satisfaction of Islamic banks in Malaysia based on demographics such as gender, nationality, experience with the bank and income. This study surveyed 179 customers who have had first-hand experience with Islamic banking services in Malaysia.The research data was analysed based on reliability analysis, independent samples t-tests and one-way ANOVA using SPSS ver¬sion 23. The research findings indicate that Malaysian customers have a better perception of reliability, respon¬siveness, assurance, empathy, tangibles and satisfaction compared to international customers. The findings also suggest that the customers who have 6–10 years’ experience with Islamic banking services, have a better perception of reliability, assurance and Shariah compliance compared to other experience groups.

Item Type:	Article (Journal)
Additional Information:	2887/58237
Uncontrolled Keywords:	Service quality, Shariah compliance, Customer satisfaction, Islamic banking, Malaysia
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 Business Administration
Depositing User:	Rafikul Islam
Date Deposited:	05 Sep 2017 15:52
Last Modified:	12 Jan 2018 16:08
URI:	http://irep.iium.edu.my/id/eprint/58237

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