The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention
With increasing competition in terms of better services and recent specific requirements for shari’ah compliance, the Islamic banking sector is not only expected to provide a higher standard of quality service, but also to be Shari’ah compliant. Hence it is timely to examine the impact of service qu...
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| Format: | Article |
| Language: | English English |
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International Islamic University Malaysia
2016
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| Online Access: | http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/1/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers_WoS.pdf http://irep.iium.edu.my/56582/2/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers.pdf |
| _version_ | 1848784765528834048 |
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| author | Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa |
| author_facet | Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa |
| author_sort | Elmontaser, Mohamed Abubaker |
| building | IIUM Repository |
| collection | Online Access |
| description | With increasing competition in terms of better services and recent specific requirements for shari’ah compliance, the Islamic banking sector is not only expected to provide a higher standard of quality service, but also to be Shari’ah compliant. Hence it is timely to examine the impact of service quality on customer satisfaction as
well as customer loyalty and retention in Islamic banks in Malaysia with the increase emphasis of shariah governance and compliance in the banking industry.
A purposive sample of 339 Islamic bank customers with
Islamic bank accounts was selected for the purpose of this study. Due to the institutional impediments in direct distribution of survey questionnaires, an online survey to selected respondents was administered. The survey sample includes respondents who are customers with banking accounts of several prominent Islamic banks
in Malaysia. The service quality dimensions examined are tangibility, reliability, empathy and responsiveness and analysis of the significant effects of these dimensions on customer satisfaction, customer loyalty and customer retention. Among all these, except tangibility dimension, show significant impact on customer satisfaction and higher impact on customer loyalty and customer retention. In addition, this is an attempt to analyze the impact of
service quality on customer satisfaction, customer loyalty and customer retention. This implies that customer utility experience is expected to result in a longer term relationship with Islamic banks. |
| first_indexed | 2025-11-14T16:42:27Z |
| format | Article |
| id | iium-56582 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T16:42:27Z |
| publishDate | 2016 |
| publisher | International Islamic University Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-565822017-04-19T00:57:22Z http://irep.iium.edu.my/56582/ The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa HG1501 Banking With increasing competition in terms of better services and recent specific requirements for shari’ah compliance, the Islamic banking sector is not only expected to provide a higher standard of quality service, but also to be Shari’ah compliant. Hence it is timely to examine the impact of service quality on customer satisfaction as well as customer loyalty and retention in Islamic banks in Malaysia with the increase emphasis of shariah governance and compliance in the banking industry. A purposive sample of 339 Islamic bank customers with Islamic bank accounts was selected for the purpose of this study. Due to the institutional impediments in direct distribution of survey questionnaires, an online survey to selected respondents was administered. The survey sample includes respondents who are customers with banking accounts of several prominent Islamic banks in Malaysia. The service quality dimensions examined are tangibility, reliability, empathy and responsiveness and analysis of the significant effects of these dimensions on customer satisfaction, customer loyalty and customer retention. Among all these, except tangibility dimension, show significant impact on customer satisfaction and higher impact on customer loyalty and customer retention. In addition, this is an attempt to analyze the impact of service quality on customer satisfaction, customer loyalty and customer retention. This implies that customer utility experience is expected to result in a longer term relationship with Islamic banks. International Islamic University Malaysia 2016 Article PeerReviewed application/pdf en http://irep.iium.edu.my/56582/1/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers_WoS.pdf application/pdf en http://irep.iium.edu.my/56582/2/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers.pdf Elmontaser, Mohamed Abubaker and Syed Jaafar Alhabshi, Syed Musa (2016) The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention. Al-Shajarah, 21 (3 Special Issue). pp. 183-215. ISSN 1394-6870 http://journals.iium.edu.my/shajarah/index.php/shaj/article/view/418 |
| spellingShingle | HG1501 Banking Elmontaser, Mohamed Abubaker Syed Jaafar Alhabshi, Syed Musa The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention |
| title | The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention |
| title_full | The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention |
| title_fullStr | The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention |
| title_full_unstemmed | The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention |
| title_short | The impact of service quality on Malaysian Muslim Islamic bank customers: satisfaction,loyalty and retention |
| title_sort | impact of service quality on malaysian muslim islamic bank customers: satisfaction,loyalty and retention |
| topic | HG1501 Banking |
| url | http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/ http://irep.iium.edu.my/56582/1/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers_WoS.pdf http://irep.iium.edu.my/56582/2/56582_The%20impact%20of%20service%20quality%20on%20Malaysian%20Muslim%20Islamic%20bank%20customers.pdf |