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.
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald
2015
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| Subjects: | |
| Online Access: | 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 |
| _version_ | 1848783224717705216 |
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| author | Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri |
| author_facet | Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri |
| author_sort | Islam, Rafikul |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T16:17:57Z |
| format | Article |
| id | iium-47939 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T16:17:57Z |
| publishDate | 2015 |
| publisher | Emerald |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 |
| 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 |
| title | 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_short | 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 |
| topic | HG1501 Banking |
| 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 |