Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia
The present study investigates the level of service quality and customer satisfaction of Islamic banks in Malaysia based on demographics such as gender, nationality, experience with the bank and income. This study surveyed 179 customers who have had first-hand experience with Islamic banking service...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Turkish Islamic Economists
2017
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/58237/ http://irep.iium.edu.my/58237/1/tuj0042005.pdf |
| _version_ | 1848785075659866112 |
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| author | Ahmed, Selim Islam, Rafikul Mohiuddin, Mohammad |
| author_facet | Ahmed, Selim Islam, Rafikul Mohiuddin, Mohammad |
| author_sort | Ahmed, Selim |
| building | IIUM Repository |
| collection | Online Access |
| description | The present study investigates the level of service quality and customer satisfaction of Islamic banks in Malaysia based on demographics such as gender, nationality, experience with the bank and income. This study surveyed 179 customers who have had first-hand experience with Islamic banking services in Malaysia.The research data was analysed based on reliability analysis, independent samples t-tests and one-way ANOVA using SPSS ver¬sion 23. The research findings indicate that Malaysian customers have a better perception of reliability, respon¬siveness, assurance, empathy, tangibles and satisfaction compared to international customers. The findings also suggest that the customers who have 6–10 years’ experience with Islamic banking services, have a better perception of reliability, assurance and Shariah compliance compared to other experience groups. |
| first_indexed | 2025-11-14T16:47:23Z |
| format | Article |
| id | iium-58237 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T16:47:23Z |
| publishDate | 2017 |
| publisher | Turkish Islamic Economists |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-582372018-01-12T08:08:38Z http://irep.iium.edu.my/58237/ Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia Ahmed, Selim Islam, Rafikul Mohiuddin, Mohammad HG1501 Banking The present study investigates the level of service quality and customer satisfaction of Islamic banks in Malaysia based on demographics such as gender, nationality, experience with the bank and income. This study surveyed 179 customers who have had first-hand experience with Islamic banking services in Malaysia.The research data was analysed based on reliability analysis, independent samples t-tests and one-way ANOVA using SPSS ver¬sion 23. The research findings indicate that Malaysian customers have a better perception of reliability, respon¬siveness, assurance, empathy, tangibles and satisfaction compared to international customers. The findings also suggest that the customers who have 6–10 years’ experience with Islamic banking services, have a better perception of reliability, assurance and Shariah compliance compared to other experience groups. Turkish Islamic Economists 2017 Article PeerReviewed application/pdf en http://irep.iium.edu.my/58237/1/tuj0042005.pdf Ahmed, Selim and Islam, Rafikul and Mohiuddin, Mohammad (2017) Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia. Turkish Journal of Islamic Economics, 4 (2). pp. 71-82. ISSN 2587-2303 E-ISSN 2587-232X http://tujise.org/content/5-issues/8-volume-4-issue-2/service-quality-shariah-compliance-and-customer-satisfaction-of-islamic-banking-services-in-malaysia/tuj0042005.pdf 1015238/tujise.2017.4.2.71-82 |
| spellingShingle | HG1501 Banking Ahmed, Selim Islam, Rafikul Mohiuddin, Mohammad Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia |
| title | Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia |
| title_full | Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia |
| title_fullStr | Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia |
| title_full_unstemmed | Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia |
| title_short | Service quality, shariah compliance and customer satisfaction of Islamic Banking Services in Malaysia |
| title_sort | service quality, shariah compliance and customer satisfaction of islamic banking services in malaysia |
| topic | HG1501 Banking |
| url | http://irep.iium.edu.my/58237/ http://irep.iium.edu.my/58237/ http://irep.iium.edu.my/58237/ http://irep.iium.edu.my/58237/1/tuj0042005.pdf |