Case Study: Customer Satisfaction in Islamic Financial Services in Malaysian Banks

Siti Syuhada Binti Ab Rahim and Omaima Eltahir Babikir Mohamed

International Journal of Financial Markets, 2016, vol. 2, issue 1, 6-15

Abstract: This study provides insights into the customer satisfaction and loyalty towards Islamic financial services of the Malaysian customers. Its objective is to examine the relationship between consumers’ attitude towards Islamic banking services and intention to adopt Islamic banking services. Data was collected through a survey and was analyzed using SPSS software. The study presents primary data collected by self-administered questionnaires involving a sample of 352 respondents in Malaysia. Data were analyzed using frequencies, reliability analysis, regression analysis and correlation testing. The level of customer satisfaction and loyalty towards Islamic financial services are analyzed using sample characteristics and reliability analysis. To examine the relationship between service quality and customer satisfaction, correlation testing & regression analysis tests. It was found that the five SERVQUAL offered by the bank influencing tangibility, reliability, responsiveness, assurance and empathy. The research findings suggest the need to increase quality services, embrace good customer services and Shariah knowledge as well to enhance reputation and secure customers allegiance.

Keywords: Customer satisfaction; Servqual; Islamic banking; Malaysia. (search for similar items in EconPapers)
Date: 2016
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