Service quality in Malaysian Islamic Banks: Empirical Study
Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is a strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ ne...
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| Format: | Article |
| Language: | English |
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Research Centre for Islamic Economics (IKAM)
2020
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| Online Access: | http://irep.iium.edu.my/79676/ http://irep.iium.edu.my/79676/7/79676_Service%20quality%20in%20Malaysian%20Islamic%20Banks.pdf |
| _version_ | 1848788815929409536 |
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| author | Abdul Razak, Dzuljastri Fodol, Mohamed Zakaria Jama, Ahmed Abdilahi Burhan, Ali Ahmad |
| author_facet | Abdul Razak, Dzuljastri Fodol, Mohamed Zakaria Jama, Ahmed Abdilahi Burhan, Ali Ahmad |
| author_sort | Abdul Razak, Dzuljastri |
| building | IIUM Repository |
| collection | Online Access |
| description | Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is a strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ needs for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangibles, reliability, responsiveness, assurance and empathy known as CARTER model however, majority of these studies have not been conducted for Malaysia. The few studies that were conducted for Malaysia used only descriptive statistics and their sample sizes were small. Hence, this study addresses this gap by conducting the survey in Klang valley region which includes Kuala Lumpur, Gombak and Shah Alam. The method was carried out by conducting a survey of 300 respondents. Data is analyzed using factor analysis and multiple regressions to measure the relationship between the variables. The results indicated that compliance, reliability, and empathy have a positive relationship with customer satisfaction and are significant while assurance, tangibility, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving their service quality. The academicians can benefit by conducting further research into this body of knowledge. |
| first_indexed | 2025-11-14T17:46:50Z |
| format | Article |
| id | iium-79676 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T17:46:50Z |
| publishDate | 2020 |
| publisher | Research Centre for Islamic Economics (IKAM) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-796762020-11-27T06:39:33Z http://irep.iium.edu.my/79676/ Service quality in Malaysian Islamic Banks: Empirical Study Abdul Razak, Dzuljastri Fodol, Mohamed Zakaria Jama, Ahmed Abdilahi Burhan, Ali Ahmad HG Finance HG3368 Islamic Banking and Finance Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is a strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers’ needs for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangibles, reliability, responsiveness, assurance and empathy known as CARTER model however, majority of these studies have not been conducted for Malaysia. The few studies that were conducted for Malaysia used only descriptive statistics and their sample sizes were small. Hence, this study addresses this gap by conducting the survey in Klang valley region which includes Kuala Lumpur, Gombak and Shah Alam. The method was carried out by conducting a survey of 300 respondents. Data is analyzed using factor analysis and multiple regressions to measure the relationship between the variables. The results indicated that compliance, reliability, and empathy have a positive relationship with customer satisfaction and are significant while assurance, tangibility, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving their service quality. The academicians can benefit by conducting further research into this body of knowledge. Research Centre for Islamic Economics (IKAM) 2020-02 Article PeerReviewed application/pdf en http://irep.iium.edu.my/79676/7/79676_Service%20quality%20in%20Malaysian%20Islamic%20Banks.pdf Abdul Razak, Dzuljastri and Fodol, Mohamed Zakaria and Jama, Ahmed Abdilahi and Burhan, Ali Ahmad (2020) Service quality in Malaysian Islamic Banks: Empirical Study. Turkish Journal of Islamic Economics, 7 (1). pp. 13-42. ISSN 2147-9054 E-ISSN 2148-3809 https://www.tujise.org/content/7-issues/13-7-1/a068/tujise_7-1-19-48.pdf |
| spellingShingle | HG Finance HG3368 Islamic Banking and Finance Abdul Razak, Dzuljastri Fodol, Mohamed Zakaria Jama, Ahmed Abdilahi Burhan, Ali Ahmad Service quality in Malaysian Islamic Banks: Empirical Study |
| title | Service quality in Malaysian Islamic Banks: Empirical Study |
| title_full | Service quality in Malaysian Islamic Banks: Empirical Study |
| title_fullStr | Service quality in Malaysian Islamic Banks: Empirical Study |
| title_full_unstemmed | Service quality in Malaysian Islamic Banks: Empirical Study |
| title_short | Service quality in Malaysian Islamic Banks: Empirical Study |
| title_sort | service quality in malaysian islamic banks: empirical study |
| topic | HG Finance HG3368 Islamic Banking and Finance |
| url | http://irep.iium.edu.my/79676/ http://irep.iium.edu.my/79676/ http://irep.iium.edu.my/79676/7/79676_Service%20quality%20in%20Malaysian%20Islamic%20Banks.pdf |