Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia

Abdul Razak, Dzuljastri and Zakariah, Fodol Mohamed and Jama, Ahmed Abdilahi and Burhan, Ali Ahmad (2018) Relationship between service quality and customer satisfaction : an empirical study of Islamic Banks in Malaysia. In: 6th ASEAN Universities International Conference in Islamic Finance, 14th-15th November 2018, Manila, Philippines. (Unpublished)

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Abstract

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 an strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ need for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangible, reliability, responsiveness, assurance and empathy known as CARTER model. However, majority of these studies are not conducted in Malaysia and the sample size was small. There was only one study conducted in Malaysia using descriptive statistics. Hence, this study addresses this gap by conducting the survey in Klang valley region which include Kuala Lumpur, Gombak and Shah Alam.The method was carried out by 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 positive relationships with customer satisfaction. While the relationships with assurance, tangibles, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving service quality. The academician can benefit by conducting more research into this body of knowledge.

Item Type:	Conference or Workshop Item (Invited Papers)
Additional Information:	4433/67848
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, Islamic Banks, Shariah compliance, Empirical study.
Subjects:	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 Kulliyyah of Economics and Management Sciences > Department of Finance
Depositing User:	Dr Dzuljastri Abdul Razak
Date Deposited:	30 Nov 2018 15:29
Last Modified:	30 Nov 2018 15:29
URI:	http://irep.iium.edu.my/id/eprint/67848

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