Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study

Abstract Purpose-The purpose of this paper is to explore and examine the perceived level of service quality of Islamic and conventional banks in a comparative manner through the perceptions of the customers in Malaysia. This study utilises a modified SERVQUAL model, which is based on the widely acc...

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Main Author:	Mohd Shariff, Ros Aniza
Format:	Conference or Workshop Item
Language:	English
Published:	2015
Subjects:	HG1501 Banking
Online Access:	http://irep.iium.edu.my/48934/ http://irep.iium.edu.my/48934/1/ROS_ANIZA_Intac6_Full_paper.pdf

id	iium-48934
recordtype	eprints
spelling	iium-489342016-02-06T09:42:15Z http://irep.iium.edu.my/48934/ Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study Mohd Shariff, Ros Aniza HG1501 Banking Abstract Purpose-The purpose of this paper is to explore and examine the perceived level of service quality of Islamic and conventional banks in a comparative manner through the perceptions of the customers in Malaysia. This study utilises a modified SERVQUAL model, which is based on the widely accepted SERVQUAL and CARTER model to measure the service quality. Design/ Methodology-Questionnaire survey was utilised with 941 respondents. In analysing the data, descriptive and inferential statistics analyses were employed. Findings- The modified SERVQUAL model seems to provide some guidance regarding how service quality is perceived by bank customers.Result revealed that the expectations of bank customers were not met where the largest gap was obtained in the responsiveness dimension. The factor analysis showed that for expectation of service quality, all the factors could be grouped into four component:‘Operational Services’,‘Social and Islamic Values’,‘Internal Services’ and ‘Appearances’. On the other hand, the factors for perception of service quality are re-classified as:‘Social and Islamic Values’ and ‘Operational and Internal Services’. Research limitations-This exploratory study examines only banks in Malaysia, implying a need for future research conducting this modified model and other methods in other countries. Practical implications- Findings of this study will help the management of the banks in developing their marketing strategy and to become more customer-focused, which is crucial for Malaysian banking in general and for Islamic banking in particular. Social implications- Improved and customized service quality could increases customers’ enthusiasm to deal with the bank on one hand, and raises the productivity of the employees on the other hand. Originality/Value-In addition to the original SERVQUAL model, the modified model used in this study may contribute to service quality measurement in Malaysian dual banking system. Keywords: Malaysia, Customer service quality, Banking, SERVQUAL model, CARTER model. 2015 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/48934/1/ROS_ANIZA_Intac6_Full_paper.pdf Mohd Shariff, Ros Aniza (2015) Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study. In: International Accounting Conference VI (INTAC VI), 27-28 October 2015, Gombak. (Unpublished)
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 Mohd Shariff, Ros Aniza Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study
description	Abstract Purpose-The purpose of this paper is to explore and examine the perceived level of service quality of Islamic and conventional banks in a comparative manner through the perceptions of the customers in Malaysia. This study utilises a modified SERVQUAL model, which is based on the widely accepted SERVQUAL and CARTER model to measure the service quality. Design/ Methodology-Questionnaire survey was utilised with 941 respondents. In analysing the data, descriptive and inferential statistics analyses were employed. Findings- The modified SERVQUAL model seems to provide some guidance regarding how service quality is perceived by bank customers.Result revealed that the expectations of bank customers were not met where the largest gap was obtained in the responsiveness dimension. The factor analysis showed that for expectation of service quality, all the factors could be grouped into four component:‘Operational Services’,‘Social and Islamic Values’,‘Internal Services’ and ‘Appearances’. On the other hand, the factors for perception of service quality are re-classified as:‘Social and Islamic Values’ and ‘Operational and Internal Services’. Research limitations-This exploratory study examines only banks in Malaysia, implying a need for future research conducting this modified model and other methods in other countries. Practical implications- Findings of this study will help the management of the banks in developing their marketing strategy and to become more customer-focused, which is crucial for Malaysian banking in general and for Islamic banking in particular. Social implications- Improved and customized service quality could increases customers’ enthusiasm to deal with the bank on one hand, and raises the productivity of the employees on the other hand. Originality/Value-In addition to the original SERVQUAL model, the modified model used in this study may contribute to service quality measurement in Malaysian dual banking system. Keywords: Malaysia, Customer service quality, Banking, SERVQUAL model, CARTER model.
format	Conference or Workshop Item
author	Mohd Shariff, Ros Aniza
author_facet	Mohd Shariff, Ros Aniza
author_sort	Mohd Shariff, Ros Aniza
title	Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study
title_short	Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study
title_full	Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study
title_fullStr	Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study
title_full_unstemmed	Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study
title_sort	service quality performance of conventional and islamic banks in malaysia: an empirical study
publishDate	2015
url	http://irep.iium.edu.my/48934/ http://irep.iium.edu.my/48934/1/ROS_ANIZA_Intac6_Full_paper.pdf
first_indexed	2023-09-18T21:09:19Z
last_indexed	2023-09-18T21:09:19Z
_version_	1777411145379872768

Service quality performance of conventional and Islamic banks in Malaysia: an empirical Study

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