Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar

This paper is conducted to identify the relationship between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB), Segamat, Johor. This study employed an improved SERQUAL model by developing a unique dimension of compliance in the context of service Islamic bank indus...

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Main Author:	Anuwar, Nur Insyirah
Format:	Student Project
Language:	English
Published:	Faculty of Business Management 2017
Subjects:	Customer services. Customer relations Banking
Online Access:	http://ir.uitm.edu.my/id/eprint/25092/ http://ir.uitm.edu.my/id/eprint/25092/1/PPb_NUR%20INSYIRAH%20ANUWAR%20J%20BM17_5.pdf

id	uitm-25092
recordtype	eprints
spelling	uitm-250922019-08-28T07:46:58Z http://ir.uitm.edu.my/id/eprint/25092/ Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar Anuwar, Nur Insyirah Customer services. Customer relations Banking This paper is conducted to identify the relationship between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB), Segamat, Johor. This study employed an improved SERQUAL model by developing a unique dimension of compliance in the context of service Islamic bank industry. This paper use CARTER instrument questionnaire. The variable include in this paper are Compliance, Assurance, Tangible, Empathy, and Responsiveness (CARTER) as independent variable and Customer Satisfaction as dependent variable. A sample size of 306 respondents is conducted in BIMB, Segamat, Johor. Although Islamic banks' principal activities are based on Islamic Law, their banking businesses are no different from other banks or financial institutions. Thus Islamic banks face competition not only from conventional banks, but from new market entrants as well (Shahril, Wan Nursofiza, & Sudin, 2004). It is for this reason that there exists a need for Islamic banks to adopt service quality program to boost up their market share and profit position (Othman & Owen, 2001). The question, which Islamic banking institution is at its best providing better services to the customers as well as providing competitive products. This study adds to the existing literature by examining the adopting and measuring customer service quality in the Islamic banking industry through a case study conducted on Bank Islam Malaysia Berhad (BIMB) in Segamat, Johor by using the supporting facts and evidence from the previous studies. So, at the end of this research we can get to know the adopting and measuring customer satisfaction by using Pearson Correlation towards the services quality on the basis six dimensions or factors in BIMB, Segamat, Johor. The findings reveal that six dimensions are positive high correlation or marked relationship and also all variable in correlation are significant at the 0.01 level. Faculty of Business Management 2017 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25092/1/PPb_NUR%20INSYIRAH%20ANUWAR%20J%20BM17_5.pdf Anuwar, Nur Insyirah (2017) Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations Banking
spellingShingle	Customer services. Customer relations Banking Anuwar, Nur Insyirah Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
description	This paper is conducted to identify the relationship between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB), Segamat, Johor. This study employed an improved SERQUAL model by developing a unique dimension of compliance in the context of service Islamic bank industry. This paper use CARTER instrument questionnaire. The variable include in this paper are Compliance, Assurance, Tangible, Empathy, and Responsiveness (CARTER) as independent variable and Customer Satisfaction as dependent variable. A sample size of 306 respondents is conducted in BIMB, Segamat, Johor. Although Islamic banks' principal activities are based on Islamic Law, their banking businesses are no different from other banks or financial institutions. Thus Islamic banks face competition not only from conventional banks, but from new market entrants as well (Shahril, Wan Nursofiza, & Sudin, 2004). It is for this reason that there exists a need for Islamic banks to adopt service quality program to boost up their market share and profit position (Othman & Owen, 2001). The question, which Islamic banking institution is at its best providing better services to the customers as well as providing competitive products. This study adds to the existing literature by examining the adopting and measuring customer service quality in the Islamic banking industry through a case study conducted on Bank Islam Malaysia Berhad (BIMB) in Segamat, Johor by using the supporting facts and evidence from the previous studies. So, at the end of this research we can get to know the adopting and measuring customer satisfaction by using Pearson Correlation towards the services quality on the basis six dimensions or factors in BIMB, Segamat, Johor. The findings reveal that six dimensions are positive high correlation or marked relationship and also all variable in correlation are significant at the 0.01 level.
format	Student Project
author	Anuwar, Nur Insyirah
author_facet	Anuwar, Nur Insyirah
author_sort	Anuwar, Nur Insyirah
title	Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
title_short	Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
title_full	Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
title_fullStr	Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
title_full_unstemmed	Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
title_sort	adopting & measuring customer service quality (sq) in islamic banks: a case study in bank islam malaysia berhad in segamat, johor / nur insyirah anuwar
publisher	Faculty of Business Management
publishDate	2017
url	http://ir.uitm.edu.my/id/eprint/25092/ http://ir.uitm.edu.my/id/eprint/25092/1/PPb_NUR%20INSYIRAH%20ANUWAR%20J%20BM17_5.pdf
first_indexed	2023-09-18T23:14:02Z
last_indexed	2023-09-18T23:14:02Z
_version_	1777418991882469376

Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar

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