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...
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| Format: | Article |
| Language: | English English |
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International Business Academics Consortium
2016
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| Subjects: | |
| Online Access: | 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 |
| _version_ | 1848784108993380352 |
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| 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 |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T16:32:01Z |
| format | Article |
| id | iium-52714 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T16:32:01Z |
| publishDate | 2016 |
| publisher | International Business Academics Consortium |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-527142020-12-16T06:48:50Z 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 |
| 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 |
| title | 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_short | 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 |
| topic | H Social Sciences (General) HF5001 Business. Business Administration HG Finance |
| 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 |