Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB)
The operation of Islamic banks is derived from the Islamic Law and thus differs in spirit, cultural background and practice relative to conventional bank operations. Because of the strong competition, customer expectation to receive high quality services and quick changes of technology, Islamic ban...
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis |
| Language: | eng eng |
| Published: |
2003
|
| Subjects: | |
| Online Access: | https://etd.uum.edu.my/1137/1/SHAHRIL_B._SHAFIE.pdf https://etd.uum.edu.my/1137/2/1.SHAHRIL_B._SHAFIE.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| id |
my-uum-etd.1137 |
|---|---|
| record_format |
uketd_dc |
| spelling |
my-uum-etd.11372013-07-24T12:10:34Z Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) 2003-06-11 Shahril, Shafie Sekolah Siswazah Graduate School HG Finance The operation of Islamic banks is derived from the Islamic Law and thus differs in spirit, cultural background and practice relative to conventional bank operations. Because of the strong competition, customer expectation to receive high quality services and quick changes of technology, Islamic banks must therefore strategically think of ways to provide high quality products and services to satisfy their customers. This study indicates that it is important for Islamic banks to put cultural differences at the front when adopting SQ, and using a new model to measure SQ called CARTER, which is based on 35 items. The study shows significant validity for all CARTER items that have appeared in both important items’ weights and percentages. 2003-06 Thesis https://etd.uum.edu.my/1137/ https://etd.uum.edu.my/1137/1/SHAHRIL_B._SHAFIE.pdf application/pdf eng validuser https://etd.uum.edu.my/1137/2/1.SHAHRIL_B._SHAFIE.pdf application/pdf eng public masters masters Universiti Utara Malaysia |
| institution |
Universiti Utara Malaysia |
| collection |
UUM ETD |
| language |
eng eng |
| topic |
HG Finance |
| spellingShingle |
HG Finance Shahril, Shafie Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) |
| description |
The operation of Islamic banks is derived from the Islamic Law and thus differs in spirit, cultural background and practice relative to conventional bank operations.
Because of the strong competition, customer expectation to receive high quality services and quick changes of technology, Islamic banks must therefore strategically think of ways to provide high quality products and services to satisfy their customers. This study indicates that it is important for Islamic banks to put cultural differences at the front when adopting SQ, and using a new model to measure SQ called CARTER, which is based on 35 items. The study shows significant validity for all CARTER items that have appeared in both important items’ weights and percentages. |
| format |
Thesis |
| qualification_name |
masters |
| qualification_level |
Master's degree |
| author |
Shahril, Shafie |
| author_facet |
Shahril, Shafie |
| author_sort |
Shahril, Shafie |
| title |
Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) |
| title_short |
Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) |
| title_full |
Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) |
| title_fullStr |
Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) |
| title_full_unstemmed |
Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB) |
| title_sort |
adopting and measuring customer service quality (sq) in islamic banks : a case study in bank islam malaysia berhad (bimb) |
| granting_institution |
Universiti Utara Malaysia |
| granting_department |
Sekolah Siswazah |
| publishDate |
2003 |
| url |
https://etd.uum.edu.my/1137/1/SHAHRIL_B._SHAFIE.pdf https://etd.uum.edu.my/1137/2/1.SHAHRIL_B._SHAFIE.pdf |
| _version_ |
1747827079525695488 |