Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan

The objective of this study is to determine the relationship between the dimension of service quality in Islamic Banking and customer satisfaction. The study based on the CARTER instrumentation was introduced by Qawi and Lynn (2001) was adaptation form SERVQUAL instrument developed by Parasuraman et...

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Main Author: Khairul Nizam, Mamat @ Muhammad
Format: Thesis
Language:eng
Published: 2003
Subjects:
Online Access:https://etd.uum.edu.my/1021/1/KHAIRUL_NIZAM_B._MAMAT_%40_MUHAMMAD.pdf
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id my-uum-etd.1021
record_format uketd_dc
spelling my-uum-etd.10212013-07-24T12:10:04Z Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan 2003-06-30 Khairul Nizam, Mamat @ Muhammad Sekolah Siswazah Graduate School HG Finance The objective of this study is to determine the relationship between the dimension of service quality in Islamic Banking and customer satisfaction. The study based on the CARTER instrumentation was introduced by Qawi and Lynn (2001) was adaptation form SERVQUAL instrument developed by Parasuraman et. al (1985). The CARTER instrumentation was used to measure six dimension of service quality in Islamic banking; i) compliance, ii) assurance iii) reliability, iv) tangible, v) empathy and vi) responsiveness. The relationship between dimension of service quality in Islamic banking and customer satisfaction was observed. To measure the service quality of Bank Islam Malaysia Berhad and Bank Muamalat Malaysia Berhad the statistical analysis Correlation, t-test and ANOVA was used in this study. The sample consisted of 271 respondents from 2 Islamic Bank, Bank Islam Malaysia Berhad and Bank Muamalat Malaysia Berhad. The finding of this study indicated that there was a significant relationship between dimension of service quality in Islamic banking and customer satisfaction. Reliability, empathy, and responsiveness analysis showed that there was a strong significant influence on customer satisfaction in Islamic banking. 2003-06 Thesis https://etd.uum.edu.my/1021/ https://etd.uum.edu.my/1021/1/KHAIRUL_NIZAM_B._MAMAT_%40_MUHAMMAD.pdf application/pdf eng validuser masters masters Universiti Utara Malaysia
institution Universiti Utara Malaysia
collection UUM ETD
language eng
topic HG Finance
spellingShingle HG Finance
Khairul Nizam, Mamat @ Muhammad
Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan
description The objective of this study is to determine the relationship between the dimension of service quality in Islamic Banking and customer satisfaction. The study based on the CARTER instrumentation was introduced by Qawi and Lynn (2001) was adaptation form SERVQUAL instrument developed by Parasuraman et. al (1985). The CARTER instrumentation was used to measure six dimension of service quality in Islamic banking; i) compliance, ii) assurance iii) reliability, iv) tangible, v) empathy and vi) responsiveness. The relationship between dimension of service quality in Islamic banking and customer satisfaction was observed. To measure the service quality of Bank Islam Malaysia Berhad and Bank Muamalat Malaysia Berhad the statistical analysis Correlation, t-test and ANOVA was used in this study. The sample consisted of 271 respondents from 2 Islamic Bank, Bank Islam Malaysia Berhad and Bank Muamalat Malaysia Berhad. The finding of this study indicated that there was a significant relationship between dimension of service quality in Islamic banking and customer satisfaction. Reliability, empathy, and responsiveness analysis showed that there was a strong significant influence on customer satisfaction in Islamic banking.
format Thesis
qualification_name masters
qualification_level Master's degree
author Khairul Nizam, Mamat @ Muhammad
author_facet Khairul Nizam, Mamat @ Muhammad
author_sort Khairul Nizam, Mamat @ Muhammad
title Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan
title_short Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan
title_full Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan
title_fullStr Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan
title_full_unstemmed Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan
title_sort kualiti perkhidmatan perbankan islam dan kepuasan pelanggan
granting_institution Universiti Utara Malaysia
granting_department Sekolah Siswazah
publishDate 2003
url https://etd.uum.edu.my/1021/1/KHAIRUL_NIZAM_B._MAMAT_%40_MUHAMMAD.pdf
_version_ 1747827044413079552