Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia
Customer satisfaction is critically important for banks to stay competitive as the customer is the ultimate source of income for any organization. Islamic banking system and conventional banking system are considered as rival systems working in the same banking industry. In order for Islamic banks...
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| Format: | Article |
| Language: | English |
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Canadian Center of Science and Education
2012
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| Online Access: | http://irep.iium.edu.my/22990/ http://irep.iium.edu.my/22990/1/Comparative_analysis_of_customer_satisfaction_on_Islamic_and_conventional_banks_in_Malaysia.pdf |
| Summary: | Customer satisfaction is critically important for banks to stay competitive as the customer is the ultimate source
of income for any organization. Islamic banking system and conventional banking system are considered as rival
systems working in the same banking industry. In order for Islamic banks to compete successfully with
conventional banks, Islamic banks must give extremely high consideration to their primary customers. Whenever
either Islamic banks or conventional banks offer any product or service, its success depends upon the customer
satisfaction towards that product or service. This study examines the level of customer satisfaction on Islamic
banks as well as conventional banks in Malaysia. It also investigates the relationship between different
demographic variables and the satisfaction of customers. A sample of 1,153 respondents from various cities
representing different states in Malaysia was selected. The results in this study suggest that customers are mostly
satisfied with the quality of services which include competency, friendliness, and efficiency of the staff of the
Islamic and conventional banks. |
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