Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service

Problem Statement and Objectives of Study: Customer satisfaction on quality of service is an utmost important aspect of any business. The Islamic banking services are not exceptional to this. To examine customer perception, it is important to identify the level of customer satisfaction by measuring...

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Main Authors:	Abdullah, Moha Asri, Abd. Manaf, Noor Hazilah, Ahsan, Kamrul, Azam, Ferdous
Format:	Conference or Workshop Item
Language:	English English
Published:	2013
Subjects:	H Social Sciences (General)
Online Access:	http://irep.iium.edu.my/30568/ http://irep.iium.edu.my/30568/ http://irep.iium.edu.my/30568/1/ICIE2013_145_WmAogJDb67.pdf http://irep.iium.edu.my/30568/4/30568.pdf

id	iium-30568
recordtype	eprints
spelling	iium-305682016-01-29T07:21:13Z http://irep.iium.edu.my/30568/ Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, Ferdous H Social Sciences (General) Problem Statement and Objectives of Study: Customer satisfaction on quality of service is an utmost important aspect of any business. The Islamic banking services are not exceptional to this. To examine customer perception, it is important to identify the level of customer satisfaction by measuring the quality of services offered. Such an effort is recognised not only as a significant means for improving services in the banking industry, especially in the Islamic banking industry, but also as an important tool in academic research. Research Methods: In order to realise this research objective, the study utilizes more of a qualitative and descriptive approach than a quantitative one. Other than secondary information, the self-administered questionnaire involving a sample of 178 banking customers from different places in Malaysia is also used as primary data. The customer service quality was analyzed using Mean analysis, Standard deviation and Cronbach’s alpha measurement. Expected Findings: The research draw the relationship between service quality and satisfaction to seek out the best possible results. The study focused on customer satisfaction in areas such as convenient banking locations, accessibility, front desk services, telephone and internet banking services, types of services provided, courtesy of bank employees and provision of other facilities. Significance and Contribution of the Study: The findings of this study, offering an insight into customer perception on the quality of service in the Islamic banking industry, would be beneficial to both academics and practitioners in Malaysia. It is hoped that the findings will assist the banking industry or financial services providers to further improve the quality of their services, provide greater efficiency and be able to better compete with conventional banking services in the marketplace. This study should be a valuable addition to the existing body of knowledge on the quality of service in the Islamic banking industry in Malaysia. 2013-01-29 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/30568/1/ICIE2013_145_WmAogJDb67.pdf application/pdf en http://irep.iium.edu.my/30568/4/30568.pdf Abdullah, Moha Asri and Abd. Manaf, Noor Hazilah and Ahsan, Kamrul and Azam, Ferdous (2013) Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service. In: 2nd International Conference on Islamic Economics and Economies Of The OIC Countries (ICIE2013), 29th-30th Jan. 2013, Prince Hotel and Residence, Kuala Lumpur, Malaysia. (Unpublished) http://www.iium.edu.my/icie/Program.html
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, Ferdous Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
description	Problem Statement and Objectives of Study: Customer satisfaction on quality of service is an utmost important aspect of any business. The Islamic banking services are not exceptional to this. To examine customer perception, it is important to identify the level of customer satisfaction by measuring the quality of services offered. Such an effort is recognised not only as a significant means for improving services in the banking industry, especially in the Islamic banking industry, but also as an important tool in academic research. Research Methods: In order to realise this research objective, the study utilizes more of a qualitative and descriptive approach than a quantitative one. Other than secondary information, the self-administered questionnaire involving a sample of 178 banking customers from different places in Malaysia is also used as primary data. The customer service quality was analyzed using Mean analysis, Standard deviation and Cronbach’s alpha measurement. Expected Findings: The research draw the relationship between service quality and satisfaction to seek out the best possible results. The study focused on customer satisfaction in areas such as convenient banking locations, accessibility, front desk services, telephone and internet banking services, types of services provided, courtesy of bank employees and provision of other facilities. Significance and Contribution of the Study: The findings of this study, offering an insight into customer perception on the quality of service in the Islamic banking industry, would be beneficial to both academics and practitioners in Malaysia. It is hoped that the findings will assist the banking industry or financial services providers to further improve the quality of their services, provide greater efficiency and be able to better compete with conventional banking services in the marketplace. This study should be a valuable addition to the existing body of knowledge on the quality of service in the Islamic banking industry in Malaysia.
format	Conference or Workshop Item
author	Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, Ferdous
author_facet	Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, Ferdous
author_sort	Abdullah, Moha Asri
title	Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
title_short	Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
title_full	Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
title_fullStr	Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
title_full_unstemmed	Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service
title_sort	islamic banking services in malaysia: the extent of customer satisfaction with quality of service
publishDate	2013
url	http://irep.iium.edu.my/30568/ http://irep.iium.edu.my/30568/ http://irep.iium.edu.my/30568/1/ICIE2013_145_WmAogJDb67.pdf http://irep.iium.edu.my/30568/4/30568.pdf
first_indexed	2023-09-18T20:44:45Z
last_indexed	2023-09-18T20:44:45Z
_version_	1777409600088178688

Islamic banking services in Malaysia: the extent of customer satisfaction with quality of service

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