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:	HG Finance
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

Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan

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