Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance.

Bibliographic Details
Main Authors: Islam, Rafikul, Ahmed , Selim, Abdul Razak, Dzuljastri
Format: Article
Language:English
Published: Emerald 2015
Subjects:
HG1501 Banking
Online Access:http://irep.iium.edu.my/47939/
http://irep.iium.edu.my/47939/
http://irep.iium.edu.my/47939/
http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf
id iium-47939
recordtype eprints
spelling iium-479392016-03-23T02:11:47Z http://irep.iium.edu.my/47939/ Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri HG1501 Banking This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Emerald 2015 Article PeerReviewed application/pdf en http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf Islam, Rafikul and Ahmed , Selim and Abdul Razak, Dzuljastri (2015) Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia. International Journal of Quality and Service Sciences , 7 (4). pp. 424-441. ISSN 1756-669X http:// www.emeraldinsight.com http://dx.doi.org/10.1108/IJQSS-12-2014-0053
repository_type Digital Repository
institution_category Local University
institution International Islamic University Malaysia
building IIUM Repository
collection Online Access
language English
topic HG1501 Banking
spellingShingle HG1501 Banking
Islam, Rafikul
Ahmed , Selim
Abdul Razak, Dzuljastri
Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
description This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance.
format Article
author Islam, Rafikul
Ahmed , Selim
Abdul Razak, Dzuljastri
author_facet Islam, Rafikul
Ahmed , Selim
Abdul Razak, Dzuljastri
author_sort Islam, Rafikul
title Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_short Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_full Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_fullStr Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_full_unstemmed Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_sort identifying the gaps between customer expectations and perceptions on service quality dimensions of islamic banks in malaysia
publisher Emerald
publishDate 2015
url http://irep.iium.edu.my/47939/
http://irep.iium.edu.my/47939/
http://irep.iium.edu.my/47939/
http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf
first_indexed 2023-09-18T21:08:08Z
last_indexed 2023-09-18T21:08:08Z
_version_ 1777411071417516032

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