Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar

QR Code

Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar

This paper is conducted to identify the relationship between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB), Segamat, Johor. This study employed an improved SERQUAL model by developing a unique dimension of compliance in the context of service Islamic bank indus...

Full description

Bibliographic Details
Main Author:	Anuwar, Nur Insyirah
Format:	Student Project
Language:	English
Published:	Faculty of Business Management 2017
Subjects:	Customer services. Customer relations Banking
Online Access:	https://ir.uitm.edu.my/id/eprint/25092/

Similar Items

The impact of the Ar-Rahnu service quality on customer’s satisfaction at Bank Kerjasama Rakyat Malaysia Berhad, Seremban / Nur Syafinaz Abd Wahid
by: Abd Wahid, Nur Syafinaz
Published: (2011)

Factors that lead to customer satisfaction towards online banking / Nur Shafeeka Jailani and Wan Nur Dini Sabrina Wan Azmi
by: Jailani, Nur Shafeeka, et al.
Published: (2018)

Customer’s satisfaction towards islamic pawn shop (Ar-Rahnu) adopted by banks at Temerloh / Syafawati Mohd Tormidzi
by: Mohd Tormidzi, Syafawati
Published: (2011)

The impact of flexible working hours towards employee's productivity at Felda D'saji Sdn. Bhd., Kuala Lumpur / Assma Nuraina Anuwar
by: Anuwar, Assma Nuraina
Published: (2018)

Examining the factors that influence customer's intention to use Ar-Rahnu among Segamat residents / Haidatul Nabila Shahrun
by: Shahrun, Haidatul Nabila
Published: (2019)

Customer awareness and factors influencing Islamic banking adoption in Bintulu, Malaysia
by: Latip, Malisah
Published: (2015)

Effects of customer relationship management, customer perceived value and customer socio - demographic characteristics on bank customers’ loyalty in Ghana
by: Agbemabiese, George Cudjoe
Published: (2018)

Customer satisfaction at Bank Rakyat customer service: case study on Bank Rakyat head quarters / Siti Shahayu Mohd Rafdzi
by: Mohd Rafdzi, Siti Shahayu
Published: (2015)

Service quality and customer satisfaction towards banking sector: A case study of Bank Persatuan / Aliya Huda Ismail
by: Ismail, Aliya Huda
Published: (2015)

Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
by: Mohd. Yusof, Zulkafli, et al.
Published: (2005)

Customer satisfaction towards service quality in banking industry: a case study at the main branch of Maybank in Malacca / Nur Fatin Atiqah Mohamad Nasir and Norul Khairunnisa Razali
by: Mohamad Nasir, Nur Fatin Atiqah, et al.
Published: (2013)

Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
by: Mohd Saad, Norsaliza
Published: (2006)

Influence of customer relationship management, technology innovation and customer empowerment on customer loyalty in Kuwaiti banks
by: Aldaihani, Faraj Mazyed Faraj
Published: (2021)

Customer satisfaction on e-SERVQUAL in Islamic online banking services / Nurhazirah Hashim …[et al.]
by: Hashim, Nurhazirah, et al.
Published: (2017)

Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
by: Raja Harun, Tengku Wasimah
Published: (2011)

The acceptance of Bank Rakyat services through their corporate social responsibilities (CSR) provided by Bank Rakyat Jasin Melaka / Robieahton Kamarudin
by: Kamarudin, Robieahton
Published: (2008)

Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.]
by: Sadek, Daing Maruak, et al.
Published: (2011)

Determine factors influencing customer experience that affects customer satisfaction towards takaful product in Ikhlas Consultant & Services Johor Bahru / Nur Alyani Ja’afar
by: Ja’afar, Nur Alyani
Published: (2011)

Customer satisfaction towards the services provided by POS Malaysia Berhad / Norazilla Abd Aziz
by: Abd Aziz, Norazilla
Published: (2010)

A study on the effectiveness of promotion for Islamic product at Agrobank Segamat / Norshafiqah Md Dasuki
by: Md Dasuki, Norshafiqah
Published: (2011)

Servicescape: the impacts of physical surroundings on customers in Amanah Saham Nasional Berhad, Melaka Branch / Muhammad Nur Ikhsan Mohd Sefian
by: Mohd Sefian, Muhammad Nur Ikhsan
Published: (2009)

Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury
by: Karim, Md Wasiul, et al.
Published: (2021)

Factors contribute to customer complaint towards services at operation department in Johor Port Berhad / Aqashah Shahren Luqman
by: Luqman, Aqashah Shahren
Published: (2013)

Customer satisfaction towards Amanah Saham Nasional Berhad (ASNB) agents service level in Kuala Lumpur / Nani Ajit
by: Ajit, Nani
Published: (2006)

Customer satisfaction towards operation counter services at Amanah Saham Nasional Berhad, Melaka Branch / Kamarul Farid Kassim
by: Kassim, Kamarul Farid
Published: (2010)

Consumer behavior of Islamic bank customers at Bank Rakyat Jelapang Branch, Ipoh, Malaysia / Nor Fatin Amirah Abd Razak
by: Abd Razak, Nor Fatin Amirah
Published: (2015)

The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
by: Abdullah, Norshafina
Published: (2007)

Perception of customer satisfaction on Al-Rahn Yapiem servicing in Kuantan, Pahang / Nur Asilah Abu Bakar
by: Abu Bakar, Nur Asilah
Published: (2018)

Influencing factors towards customer's choice of Umrah travel agencies / Nur Aliaa Diyana Md. Hanif
by: Md. Hanif, Nur Aliaa Diyana
Published: (2018)

CUSTOMER PERCEPTION OF ONLINE BANKING IN INDIA: PUNJAB
by: Singh, Zorawar
Published: (2012)

Factors influencing customers to choose Ar Rahnu in Bank Rakyat Sungai Buloh / Siti Nur Fashah Roslan
by: Roslan, Siti Nur Fashah
Published: (2011)

Electronic government maturity stage, user’s adoption and user’s satisfaction level / Mas Anom Abdul Rashid
by: Abdul Rashid, Mas Anom
Published: (2012)

Influence of employee capability and relational process on service quality and customer outcomes in customer relationship management
by: Ramli, Suriana
Published: (2017)

The effectiveness of promotional efforts towards Nestle beverages / Nur Hazwani Masor@Mansor
by: Masor@Mansor, Nur Hazwani
Published: (2007)

Customers’ emotional reactions as significant predictors towards excellent customer service experiences / Anizah Zainuddin and Shereen Noranee
by: Zainuddin, Anizah, et al.
Published: (2017)

A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
by: Wan Sazali, Wan Nur Farhana, et al.
Published: (2013)

Evaluation and modelling of customer experience in online retail banking in India and its significance for enhancing customer loyalty
by: Kumar, Puneet
Published: (2021)

The effectiveness of promotionals tools towards customer awareness for Biossentials Puri Spa, Melaka / Ielda Suraya Yahaya
by: Yahaya, Ielda Suraya
Published: (2009)

The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
by: Abu Zaireen, Nadiah
Published: (2013)

The effectiveness of Customer Management Department in Telekom Malaysia consumer sales Selangor in retaining their existing customers / Nur Solatul Ima Sahidan
by: Sahidan, Nur Solatul Ima
Published: (2008)