Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach

This study was designed to evaluate the service quality of Malaysian Islamic banking from the customer’s perspective. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur), and the analysis was conducted using importance-performance analysis (IP...

Full description

Bibliographic Details
Main Authors:	Mohd Thas Thaker, Hassanudin, Khaliq, Ahmad, Mohd Thas Thaker, Mohamed Asmy
Format:	Article
Language:	English English
Published:	International Business Academics Consortium 2016
Subjects:	H Social Sciences (General) HF5001 Business. Business Administration HG Finance
Online Access:	http://irep.iium.edu.my/52714/ http://irep.iium.edu.my/52714/ http://irep.iium.edu.my/52714/7/Website.pdf http://irep.iium.edu.my/52714/1/2016%20JOURNAL%202.pdf

id	iium-52714
recordtype	eprints
spelling	iium-527142016-12-12T08:38:59Z http://irep.iium.edu.my/52714/ Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach Mohd Thas Thaker, Hassanudin Khaliq, Ahmad Mohd Thas Thaker, Mohamed Asmy H Social Sciences (General) HF5001 Business. Business Administration HG Finance This study was designed to evaluate the service quality of Malaysian Islamic banking from the customer’s perspective. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur), and the analysis was conducted using 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 with Malaysian Islamic banks. 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 banking industry. International Business Academics Consortium 2016-12-08 Article PeerReviewed application/pdf en http://irep.iium.edu.my/52714/7/Website.pdf application/pdf en http://irep.iium.edu.my/52714/1/2016%20JOURNAL%202.pdf Mohd Thas Thaker, Hassanudin and Khaliq, Ahmad and Mohd Thas Thaker, Mohamed Asmy (2016) Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach. International Journal of Business and Information, 11 (3). pp. 341-364. ISSN 1728-8673 http://ijbi.org/index.php/ijbi/article/view/183
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) HF5001 Business. Business Administration HG Finance
spellingShingle	H Social Sciences (General) HF5001 Business. Business Administration HG Finance Mohd Thas Thaker, Hassanudin Khaliq, Ahmad Mohd Thas Thaker, Mohamed Asmy Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach
description	This study was designed to evaluate the service quality of Malaysian Islamic banking from the customer’s perspective. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur), and the analysis was conducted using 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 with Malaysian Islamic banks. 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 banking industry.
format	Article
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 the service quality of Malaysian Islamic Banks: An importance-performance analysis approach
title_short	Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach
title_full	Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach
title_fullStr	Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach
title_full_unstemmed	Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach
title_sort	evaluating the service quality of malaysian islamic banks: an importance-performance analysis approach
publisher	International Business Academics Consortium
publishDate	2016
url	http://irep.iium.edu.my/52714/ http://irep.iium.edu.my/52714/ http://irep.iium.edu.my/52714/7/Website.pdf http://irep.iium.edu.my/52714/1/2016%20JOURNAL%202.pdf
first_indexed	2023-09-18T21:14:40Z
last_indexed	2023-09-18T21:14:40Z
_version_	1777411482540048384

Evaluating the service quality of Malaysian Islamic Banks: An importance-performance analysis approach

Similar Items