Assessing the Service Quality and Customer Satisfaction on Islamic Banking by Using SERVQUAL Model

Muhammad Zulfaris Mohd Salleh, Azwan Abdullah, Noorshella Che Nawi and Mohd Zulkifli Muhammad

Research in World Economy, 2019, vol. 10, issue 2, 79-83

Abstract: The quality services demanding by Islamic bank¡¯s customers are increased due to the increasing of customer¡¯s awareness on the quality services in Islamic banks. In evaluating the service quality, SERVQUAL instrument that divided by five dimensions which is reliability, responsiveness, tangibility, assurance and empathy will be used. So that, the main objective of this research is to investigate the impacts of (reliability, responsiveness, tangibility, assurance, empathy) on the satisfaction of the customer in the Islamic banking industry. The questionnaires are designed by adapting SERVQUAL model then distributed by employing the convenient sampling technique. Then, the data analysed using Statistical Package for Social Scientist (SPSS). The result indicated the relationship between assurance and empathy are very significance on customer satisfaction while reliability, responsiveness and tangibility are not significance on customer satisfaction.

Keywords: assessing the service quality; customer satisfaction; Islamic banking; SERVQUAL Model (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.sciedu.ca/journal/index.php/rwe/article/view/15874/9876 (application/pdf)
http://www.sciedu.ca/journal/index.php/rwe/article/view/15874 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:jfr:rwe111:v:10:y:2019:i:2:p:79-83

DOI: 10.5430/rwe.v10n2p79

Access Statistics for this article

Research in World Economy is currently edited by Gina Perry

More articles in Research in World Economy from Research in World Economy, Sciedu Press
Bibliographic data for series maintained by Gina Perry ().