Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.]
Describes a study performed in Sungai Petani, Kedah, Malaysia to develop a reliable and valid scale for the measurement of the perceived serv ice quality of bank serv ices. The Bank Islam which located in Sungai Petani , Kedah , Malaysia has been chosen as a sample for the research field study. A...
| Main Authors: | , , |
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| Format: | Research Reports |
| Language: | English |
| Published: |
2011
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/34607/ |
| _version_ | 1848808595352715264 |
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| author | Sadek, Daing Maruak Anuar, Azyyati Zainal, Noor Saliza |
| author_facet | Sadek, Daing Maruak Anuar, Azyyati Zainal, Noor Saliza |
| author_sort | Sadek, Daing Maruak |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Describes a study performed in Sungai Petani, Kedah, Malaysia to develop a reliable and
valid scale for the measurement of the perceived serv ice quality of bank serv ices. The Bank
Islam which located in Sungai Petani , Kedah , Malaysia has been chosen as a sample for the
research field study. A sample of retail banking customers in Bank Islam was surveyed
through a questionnaire. The proposed scale is called SERVQUAL and comprises 33 items
named ' CARTER' with six dimensions (Compliance, Assurance, Reliability, Tangible ,
Empathy and Responsiveness), which customized for suitability of Bank Islam.The Bank
Islam were chosen because the bank was identified to have a different operational principles
as compared to other conventional banks in Malaysia. The Bank Is lam is recognized and
operated its business according to th e Is lamic principles and mu s t syaria ' compliance and
therefore riba is stricthly prohibited. The data gathered, which were derived from customers
of Bank Islam through questionnaire and was analyzed by using SPSS to compare the
perception of customers in relation to their feeling about the given issues. The results
indicated that compliance issues are very important for Bank Islam customers, and the
customers seemed more appreciate Bank Islam for its religious provision rather than its
service quality offered. |
| first_indexed | 2025-11-14T23:01:13Z |
| format | Research Reports |
| id | uitm-34607 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T23:01:13Z |
| publishDate | 2011 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-346072020-10-01T01:54:14Z https://ir.uitm.edu.my/id/eprint/34607/ Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] Sadek, Daing Maruak Anuar, Azyyati Zainal, Noor Saliza Consumer satisfaction Customer services. Customer relations Describes a study performed in Sungai Petani, Kedah, Malaysia to develop a reliable and valid scale for the measurement of the perceived serv ice quality of bank serv ices. The Bank Islam which located in Sungai Petani , Kedah , Malaysia has been chosen as a sample for the research field study. A sample of retail banking customers in Bank Islam was surveyed through a questionnaire. The proposed scale is called SERVQUAL and comprises 33 items named ' CARTER' with six dimensions (Compliance, Assurance, Reliability, Tangible , Empathy and Responsiveness), which customized for suitability of Bank Islam.The Bank Islam were chosen because the bank was identified to have a different operational principles as compared to other conventional banks in Malaysia. The Bank Is lam is recognized and operated its business according to th e Is lamic principles and mu s t syaria ' compliance and therefore riba is stricthly prohibited. The data gathered, which were derived from customers of Bank Islam through questionnaire and was analyzed by using SPSS to compare the perception of customers in relation to their feeling about the given issues. The results indicated that compliance issues are very important for Bank Islam customers, and the customers seemed more appreciate Bank Islam for its religious provision rather than its service quality offered. 2011-01 Research Reports NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/34607/1/34607.pdf Sadek, Daing Maruak and Anuar, Azyyati and Zainal, Noor Saliza (2011) Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.]. (2011) [Research Reports] (Unpublished) |
| spellingShingle | Consumer satisfaction Customer services. Customer relations Sadek, Daing Maruak Anuar, Azyyati Zainal, Noor Saliza Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] |
| title | Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] |
| title_full | Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] |
| title_fullStr | Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] |
| title_full_unstemmed | Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] |
| title_short | Comparative study on service quality in Bank Islam (BIMB): Sungai Petani, Kedah / Daing Maruak Sadek...[et al.] |
| title_sort | comparative study on service quality in bank islam (bimb): sungai petani, kedah / daing maruak sadek...[et al.] |
| topic | Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/34607/ |