Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach

This study was designed to evaluate the service quality of Malaysian Islamic Banking from the customers’ perspectives. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur) and the analysis was conducted using the Importance-Performance Analysis...

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Main Authors:	Mohd Thas Thaker, Hassanudin, Khaliq, Ahmad, Mohd Thas Thaker, Mohamed Asmy
Format:	Conference or Workshop Item
Language:	English
Published:	2015
Subjects:	HF5001 Business. Business Administration HG Finance
Online Access:	http://irep.iium.edu.my/44714/ http://irep.iium.edu.my/44714/ http://irep.iium.edu.my/44714/1/44714.pdf

id	iium-44714
recordtype	eprints
spelling	iium-447142017-06-13T06:19:56Z http://irep.iium.edu.my/44714/ Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach Mohd Thas Thaker, Hassanudin Khaliq, Ahmad Mohd Thas Thaker, Mohamed Asmy HF5001 Business. Business Administration HG Finance This study was designed to evaluate the service quality of Malaysian Islamic Banking from the customers’ perspectives. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur) and the analysis was conducted using the Importance-Performance Analysis (IPA). The results revealed that service quality attributes such as Shariah requirements, reliability, assurance, responsiveness, website efficiency, and tangibility play an important role in determining customer satisfaction in Malaysian Islamic banks. The outcome of these findings should assist market players, particularly the Malaysian Islamic Banking industry, and policy makers in understanding and enhancing customer satisfaction regarding the quality of service offered by the Islamic Banking industry in Malaysia. The research findings could also be used as part of the blueprints for market players to draft the necessary policies with regard to service quality of the mentioned industry. 2015 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/44714/1/44714.pdf Mohd Thas Thaker, Hassanudin and Khaliq, Ahmad and Mohd Thas Thaker, Mohamed Asmy (2015) Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach. In: 2015 International Symposium on Business and Management - Fall Session, 8th-10th Sept. 2015, Kyoto, Japan. http://tw-knowledge.org/isbm2015Fall/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration HG Finance
spellingShingle	HF5001 Business. Business Administration HG Finance Mohd Thas Thaker, Hassanudin Khaliq, Ahmad Mohd Thas Thaker, Mohamed Asmy Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach
description	This study was designed to evaluate the service quality of Malaysian Islamic Banking from the customers’ perspectives. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur) and the analysis was conducted using the Importance-Performance Analysis (IPA). The results revealed that service quality attributes such as Shariah requirements, reliability, assurance, responsiveness, website efficiency, and tangibility play an important role in determining customer satisfaction in Malaysian Islamic banks. The outcome of these findings should assist market players, particularly the Malaysian Islamic Banking industry, and policy makers in understanding and enhancing customer satisfaction regarding the quality of service offered by the Islamic Banking industry in Malaysia. The research findings could also be used as part of the blueprints for market players to draft the necessary policies with regard to service quality of the mentioned industry.
format	Conference or Workshop Item
author	Mohd Thas Thaker, Hassanudin Khaliq, Ahmad Mohd Thas Thaker, Mohamed Asmy
author_facet	Mohd Thas Thaker, Hassanudin Khaliq, Ahmad Mohd Thas Thaker, Mohamed Asmy
author_sort	Mohd Thas Thaker, Hassanudin
title	Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach
title_short	Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach
title_full	Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach
title_fullStr	Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach
title_full_unstemmed	Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach
title_sort	evaluating malaysian islamic banks’ service quality: an importance-performance analysis approach
publishDate	2015
url	http://irep.iium.edu.my/44714/ http://irep.iium.edu.my/44714/ http://irep.iium.edu.my/44714/1/44714.pdf
first_indexed	2023-09-18T21:03:34Z
last_indexed	2023-09-18T21:03:34Z
_version_	1777410783891685376

Evaluating Malaysian Islamic banks’ service quality: an importance-performance analysis approach

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