Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah

The main purpose of the study is to examine the service quality that explains the variance in customer satisfaction in the Islamic banking in Kedah. The measurement of service quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-5 scale adapted with loca...

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Main Author:	Mohd. Fauzwadi, Mat Ali
Format:	Thesis
Language:	eng eng
Published:	2004
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/1323/1/MOHD._FAUZWADI_B._MAT_ALI.pdf https://etd.uum.edu.my/1323/2/1.MOHD._FAUZWADI_B._MAT_ALI.pdf
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id	my-uum-etd.1323
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HG Finance
spellingShingle	HG Finance Mohd. Fauzwadi, Mat Ali Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah
description	The main purpose of the study is to examine the service quality that explains the variance in customer satisfaction in the Islamic banking in Kedah. The measurement of service quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-5 scale adapted with local culture. The instrument consists of six dimensions namely compliance, assurance, reliability, tangible, empathy and responsiveness. Meanwhile, the measurement of customer satisfaction was adapted from Othman and Owen (2001) and McDougall dan Levesque (1994). This study chooses two banks that practices Islamic banking; Bank Islam and Bank Muamalat. 200 questionaires were distibuted; 100 questionaires for Bank Islam and Bank Muamalat respectively. The stratified random sampling technique was used 1.0 select the respondents. The questionaires were distributed using sistematic convenient sampling technique. The data gathered were analysed using Statistical Package for Social Science (SPSS). The study used descriptive analysis, correlation pearson, means, t-test, ANOVA, and multiple regression tests. The findings showed that the level of customer satisfaction was high, as well as the overall service quality. The bank customer emphasize compliance, assurance, reliability, tangible, empathy and responsiveness. The result showed that there were significant difference in the customer satisfaction based on gender and education level. The male customer reported that they were more satisfied towards the service quality provided, compared to the female counterparts. In terms of education qualification, secondary school leavers were more satisfied followed by university/college graduate, primary school and Islamic school. Multiple regression analysis indicate that the service quality explained 61.4% of the variance in the customer satisfaction. There were three dimensions of service quality, namely empathy, responisiveness, and tangible considered as the critical factor in the customer satisfaction, and the less emphasized factors were compliance, assurance and reliability. It can be concluded that the customers were satisfied with the service quality provided by the Islamic banking. Special attention should be given to the customers by improving the physical facilities, equipment and the staff appearance, and giving the fast and effective service to the customers. Besides that, the Islamic banks should also improve the service quality to the customer and affordable to fulfill the responsibility as promised.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd. Fauzwadi, Mat Ali
author_facet	Mohd. Fauzwadi, Mat Ali
author_sort	Mohd. Fauzwadi, Mat Ali
title	Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah
title_short	Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah
title_full	Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah
title_fullStr	Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah
title_full_unstemmed	Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah
title_sort	kualiti perkhidmatan dan kepuasan pelanggan dalam perbankan islam di negeri kedah
granting_institution	Universiti Utara Malaysia
granting_department	Faculty of Business Management
publishDate	2004
url	https://etd.uum.edu.my/1323/1/MOHD._FAUZWADI_B._MAT_ALI.pdf https://etd.uum.edu.my/1323/2/1.MOHD._FAUZWADI_B._MAT_ALI.pdf
_version_	1747827121463492608
spelling	my-uum-etd.13232013-07-24T12:11:27Z Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah 2004 Mohd. Fauzwadi, Mat Ali Faculty of Business Management Faculty of Business Management HG Finance The main purpose of the study is to examine the service quality that explains the variance in customer satisfaction in the Islamic banking in Kedah. The measurement of service quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-5 scale adapted with local culture. The instrument consists of six dimensions namely compliance, assurance, reliability, tangible, empathy and responsiveness. Meanwhile, the measurement of customer satisfaction was adapted from Othman and Owen (2001) and McDougall dan Levesque (1994). This study chooses two banks that practices Islamic banking; Bank Islam and Bank Muamalat. 200 questionaires were distibuted; 100 questionaires for Bank Islam and Bank Muamalat respectively. The stratified random sampling technique was used 1.0 select the respondents. The questionaires were distributed using sistematic convenient sampling technique. The data gathered were analysed using Statistical Package for Social Science (SPSS). The study used descriptive analysis, correlation pearson, means, t-test, ANOVA, and multiple regression tests. The findings showed that the level of customer satisfaction was high, as well as the overall service quality. The bank customer emphasize compliance, assurance, reliability, tangible, empathy and responsiveness. The result showed that there were significant difference in the customer satisfaction based on gender and education level. The male customer reported that they were more satisfied towards the service quality provided, compared to the female counterparts. In terms of education qualification, secondary school leavers were more satisfied followed by university/college graduate, primary school and Islamic school. Multiple regression analysis indicate that the service quality explained 61.4% of the variance in the customer satisfaction. There were three dimensions of service quality, namely empathy, responisiveness, and tangible considered as the critical factor in the customer satisfaction, and the less emphasized factors were compliance, assurance and reliability. It can be concluded that the customers were satisfied with the service quality provided by the Islamic banking. Special attention should be given to the customers by improving the physical facilities, equipment and the staff appearance, and giving the fast and effective service to the customers. Besides that, the Islamic banks should also improve the service quality to the customer and affordable to fulfill the responsibility as promised. 2004 Thesis https://etd.uum.edu.my/1323/ https://etd.uum.edu.my/1323/1/MOHD._FAUZWADI_B._MAT_ALI.pdf application/pdf eng validuser https://etd.uum.edu.my/1323/2/1.MOHD._FAUZWADI_B._MAT_ALI.pdf application/pdf eng public masters masters Universiti Utara Malaysia Abdul Rahim Mohd Zin. "Sistem perbankan Islam menggalakkan". (03 Jun 2002). Utusan Malaysia, p. 29. Aldlaigan, A.H., and Buttle., F.A. (2002). "SYSTRA-SQ : a new measure of bank service quality". International Journal of Service Industry Management, Vol. 13 (4), pp. 362-381. Angur, M.G., Nataraajan, R., and Jahera, J.S. (1999). "Service quality in the banking industry : an assessment in a developing economy". International Journal of Bank Marketing, Vol. 17 (3), pp. 116-123. Avkiran, N.K. (1994). "Developing an instrument to measure customer service quality in branch banking". 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"SERVQUAL and the Nothem Island Hotel Sector : A Comparative Analysis-part 1 th. Managing Service Quality, Vol. 6 (6), pp. 25-32. Gravetter, F.J., and Wallnau, L.B. (1 985). "Statistics for the behavioral sciences : a first course for students of psychology and education". St Paul : West Pub. Co. Kotler, P., Ang, S. H., Leong, S. M., and Tan, C. T. (1999). "Marketing Management : An Asian Perspective".(8th ed.). Singapore : Prentice Hall. Lassar, W., M., Manolis, C., and Winsor, R. D. (2000). "Service quality perspectives and satisfaction in private banking". Journal of Services Marketing, Vol. 14 (3), pp. 244-271. Le Blanc and Nguyen, (1999). "Customers perceptions of service quality in financial institution". International Journal of Bank Marketing, Vol. 6 (4), pp. 7-18. Lyon, D, B. and Powers T. L., (2002). "The impact of gender differences on change in satisfaction over time". Journal of Consumer Marketing, Vol. 19 (I), pp. 12-23. Metawa, S., A., and Almossawi, M. (1 998). 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International Journal of Islamic Financial Services, Vol. 3 (4). Othman, A., and Owen, L. (2000). "Adopting and measuring customer services quality (SQ) in Islamic bank: A case study in Kuwait Finance House", International Journal of Islamic Financial Services, Vol. 3 (I), Othman, A., and Owen, L. (2001), "The multi dimensionality of CARTER model to measure customer service quality (SQ) in Islamic banking", International Journal of Islamic Financial Services, Vol. 3 (4), Parasuraman, A., Berry, L., L., and Zeithaml, V. A. (1985). "A conceptual model of SQ and its implications for future research," Journal of marketing, Vol 49, pp. 41-50. Parasuraman, A., Berry, L., L., and Zeithaml, V. A. (1988). "SERVQUAL : A multiple item scale for measuring customer perceptions of service quality". Journal of marketing, Vol64, pp. 12-40. Parasuraman, A., Berry, L., L., and Zeithaml, V. A. (1991). "Refinement and reassessment of the SERVQUAL scale". Journal of Retailing, Vol 67, pp. 420-450. 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Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah

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