The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof

The goal of this study is to identify the effects of Service Quality (SERVEQUAL) towards customer satisfaction at Islamic Bank in Kuantan, Pahang. The study also aims to examine the relationship between Service Quality (Reliability, Tangibility and Responsiveness) and Customer Satisfaction, to inves...

Full description

Bibliographic Details
Main Authors: Mazalan, Maz Izuan, Mohd Zubair, Faresya Zunaida, Mohd Yusof, Rozman
Format: Conference or Workshop Item
Language:English
Published: 2015
Online Access:http://ir.uitm.edu.my/id/eprint/16707/
http://ir.uitm.edu.my/id/eprint/16707/2/PRO_MAZ%20IZUAN%20MAZALAN%20M%2015.pdf
id uitm-16707
recordtype eprints
spelling uitm-167072019-08-15T06:39:35Z http://ir.uitm.edu.my/id/eprint/16707/ The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof Mazalan, Maz Izuan Mohd Zubair, Faresya Zunaida Mohd Yusof, Rozman The goal of this study is to identify the effects of Service Quality (SERVEQUAL) towards customer satisfaction at Islamic Bank in Kuantan, Pahang. The study also aims to examine the relationship between Service Quality (Reliability, Tangibility and Responsiveness) and Customer Satisfaction, to investigate the most influencing factor of Service Quality provided at Islamic Bank in Kuantan area. A sample of 103 banking customers was drawn from Islamic Bank in Jalan Tun Ismail, Kuantan, Pahang. The questionnaire was developed for this study based on SERVEQUAL model that identified the three (3) from the basic five (5) dimensions of SERVEQUAL in banking service environments on customer satisfaction. At the end, the results should indicate which SERVEQUAL dimensions have positive or negative influence on customer satisfaction. 2015 Conference or Workshop Item PeerReviewed text en http://ir.uitm.edu.my/id/eprint/16707/2/PRO_MAZ%20IZUAN%20MAZALAN%20M%2015.pdf Mazalan, Maz Izuan and Mohd Zubair, Faresya Zunaida and Mohd Yusof, Rozman (2015) The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof. In: 1st International Islamic Heritage Conference (ISHEC) 2015, 11-12 November 2015, Hotel Mahkota, Melaka.
repository_type Digital Repository
institution_category Local University
institution Universiti Teknologi MARA
building UiTM Institutional Repository
collection Online Access
language English
description The goal of this study is to identify the effects of Service Quality (SERVEQUAL) towards customer satisfaction at Islamic Bank in Kuantan, Pahang. The study also aims to examine the relationship between Service Quality (Reliability, Tangibility and Responsiveness) and Customer Satisfaction, to investigate the most influencing factor of Service Quality provided at Islamic Bank in Kuantan area. A sample of 103 banking customers was drawn from Islamic Bank in Jalan Tun Ismail, Kuantan, Pahang. The questionnaire was developed for this study based on SERVEQUAL model that identified the three (3) from the basic five (5) dimensions of SERVEQUAL in banking service environments on customer satisfaction. At the end, the results should indicate which SERVEQUAL dimensions have positive or negative influence on customer satisfaction.
format Conference or Workshop Item
author Mazalan, Maz Izuan
Mohd Zubair, Faresya Zunaida
Mohd Yusof, Rozman
spellingShingle Mazalan, Maz Izuan
Mohd Zubair, Faresya Zunaida
Mohd Yusof, Rozman
The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof
author_facet Mazalan, Maz Izuan
Mohd Zubair, Faresya Zunaida
Mohd Yusof, Rozman
author_sort Mazalan, Maz Izuan
title The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof
title_short The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof
title_full The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof
title_fullStr The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof
title_full_unstemmed The effects of service quality towards customer satisfaction of Islamic Bank in Kuantan Pahang /Maz Izuan Mazalan, Faresya Zunaida Mohd Zubair and Prof Madya Dr. Rozman Mohd Yusof
title_sort effects of service quality towards customer satisfaction of islamic bank in kuantan pahang /maz izuan mazalan, faresya zunaida mohd zubair and prof madya dr. rozman mohd yusof
publishDate 2015
url http://ir.uitm.edu.my/id/eprint/16707/
http://ir.uitm.edu.my/id/eprint/16707/2/PRO_MAZ%20IZUAN%20MAZALAN%20M%2015.pdf
first_indexed 2023-09-18T22:56:41Z
last_indexed 2023-09-18T22:56:41Z
_version_ 1777417900284444672