An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon

The purpose of this study is to examine the impact of service quality and customer knowledge towards customer loyalty on Islamic banking. A model designed by Parasuraman called SERVQUAL was used to measure the customer satisfactions on Islamic banks service quality. In this model, there are five (5)...

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Main Author:	Hamidon, Mohamad Alif
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction Banking
Online Access:	https://ir.uitm.edu.my/id/eprint/94138/1/94138.PDF
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id	my-uitm-ir.94138
record_format	uketd_dc
spelling	my-uitm-ir.941382024-08-25T18:03:37Z An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon 2014 Hamidon, Mohamad Alif Consumer satisfaction Customer services. Customer relations Banking The purpose of this study is to examine the impact of service quality and customer knowledge towards customer loyalty on Islamic banking. A model designed by Parasuraman called SERVQUAL was used to measure the customer satisfactions on Islamic banks service quality. In this model, there are five (5) dimensions such as tangible, reliability, responsiveness, assurance and empathy. There were two (2) research questions that constructed from research objectives where focuses on how service quality can affects the customer loyalty. The researchers also questioned if there are any relationship between customer knowledge and customer loyalty. In this study, the research scope consists of the employees who worked and contractors who attend to courses held by HR Skill Training & Consultancy Sdn. Bhd. The total number of population is about 40. Meanwhile, the sample size of this study is 30. The questionnaire was distributed equally to all employees and contractors. They were given plenty of time to answer all questions provided. For the findings of research, the results concluded and this shows that there are positive and significant relationships between service quality and customer loyalty. Moreover. second research question also be tested and it shown same result whereas the relationship is positive and significant. Other than that, there also some recommendations stated for this study which is could help the Islamic banks to improve and enhance their service quality. Thus, needs and wants by customer would be granted and performance of banks can be improved at the end. 2014 Thesis https://ir.uitm.edu.my/id/eprint/94138/ https://ir.uitm.edu.my/id/eprint/94138/1/94138.PDF text en public degree Universiti Teknologi MARA Pahang Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction Consumer satisfaction Banking
spellingShingle	Consumer satisfaction Consumer satisfaction Banking Hamidon, Mohamad Alif An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon
description	The purpose of this study is to examine the impact of service quality and customer knowledge towards customer loyalty on Islamic banking. A model designed by Parasuraman called SERVQUAL was used to measure the customer satisfactions on Islamic banks service quality. In this model, there are five (5) dimensions such as tangible, reliability, responsiveness, assurance and empathy. There were two (2) research questions that constructed from research objectives where focuses on how service quality can affects the customer loyalty. The researchers also questioned if there are any relationship between customer knowledge and customer loyalty. In this study, the research scope consists of the employees who worked and contractors who attend to courses held by HR Skill Training & Consultancy Sdn. Bhd. The total number of population is about 40. Meanwhile, the sample size of this study is 30. The questionnaire was distributed equally to all employees and contractors. They were given plenty of time to answer all questions provided. For the findings of research, the results concluded and this shows that there are positive and significant relationships between service quality and customer loyalty. Moreover. second research question also be tested and it shown same result whereas the relationship is positive and significant. Other than that, there also some recommendations stated for this study which is could help the Islamic banks to improve and enhance their service quality. Thus, needs and wants by customer would be granted and performance of banks can be improved at the end.
format	Thesis
qualification_level	Bachelor degree
author	Hamidon, Mohamad Alif
author_facet	Hamidon, Mohamad Alif
author_sort	Hamidon, Mohamad Alif
title	An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon
title_short	An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon
title_full	An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon
title_fullStr	An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon
title_full_unstemmed	An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon
title_sort	examination of the impact of service quality and customer knowledge towards customer loyalty on islamic banking / mohamad alif hamidon
granting_institution	Universiti Teknologi MARA Pahang
granting_department	Faculty of Business Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/94138/1/94138.PDF
_version_	1811768787268009984

An examination of the impact of service quality and customer knowledge towards customer loyalty on Islamic banking / Mohamad Alif Hamidon

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