Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain

The main objective of this study is to find the relationships between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM) Shah Alam, Selangor. The study wanted to recognize the important elements in bank backgrounds, which may be use...

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Main Author:	Mohammad Zain, Nur Alisha Nabila
Format:	Thesis
Language:	English
Published:	2018
Online Access:	https://ir.uitm.edu.my/id/eprint/74033/1/74033.pdf
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id	my-uitm-ir.74033
record_format	uketd_dc
spelling	my-uitm-ir.740332023-02-21T09:01:43Z Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain 2018 Mohammad Zain, Nur Alisha Nabila The main objective of this study is to find the relationships between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM) Shah Alam, Selangor. The study wanted to recognize the important elements in bank backgrounds, which may be used to review features of the banks as experienced by customers. No study has yet investigated the above-mentioned relationship at BIMB, UiTM Shah Alam. A literature review was conducted to find out the relationship between service quality and customer satisfaction. A survey was conducted to collect data. The sample size of 100 banking customers was described among students. The result shows that the service quality elements which are stated in this study are positively related to customer satisfaction in the banking settings at UiTM Shah Alam. This study suggests that service quality model also known as SERVQUAL is a suitable instrument for measuring the bank service quality. Thus, the instrument can be used by manager to assess the bank service quality at Universiti Teknologi MARA, Shah Alam, Selangor. 2018 Thesis https://ir.uitm.edu.my/id/eprint/74033/ https://ir.uitm.edu.my/id/eprint/74033/1/74033.pdf text en public degree Universiti Teknologi MARA (UiTM) Academy of Contemporary Islamic Studies (ACIS)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
description	The main objective of this study is to find the relationships between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM) Shah Alam, Selangor. The study wanted to recognize the important elements in bank backgrounds, which may be used to review features of the banks as experienced by customers. No study has yet investigated the above-mentioned relationship at BIMB, UiTM Shah Alam. A literature review was conducted to find out the relationship between service quality and customer satisfaction. A survey was conducted to collect data. The sample size of 100 banking customers was described among students. The result shows that the service quality elements which are stated in this study are positively related to customer satisfaction in the banking settings at UiTM Shah Alam. This study suggests that service quality model also known as SERVQUAL is a suitable instrument for measuring the bank service quality. Thus, the instrument can be used by manager to assess the bank service quality at Universiti Teknologi MARA, Shah Alam, Selangor.
format	Thesis
qualification_level	Bachelor degree
author	Mohammad Zain, Nur Alisha Nabila
spellingShingle	Mohammad Zain, Nur Alisha Nabila Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain
author_facet	Mohammad Zain, Nur Alisha Nabila
author_sort	Mohammad Zain, Nur Alisha Nabila
title	Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain
title_short	Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain
title_full	Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain
title_fullStr	Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain
title_full_unstemmed	Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain
title_sort	customer satisfaction and service quality: a case study of bank islam malaysia berhad (bimb) at universiti teknologi mara (uitm), shah alam, selangor / nur alisha nabila mohammad zain
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Academy of Contemporary Islamic Studies (ACIS)
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/74033/1/74033.pdf
_version_	1783735998516035584

Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain

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