Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)

Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)

The operation of Islamic bank derives from the Islamic Law and thus differs in spirit, cultural background and practice from conventional bank operations. In view of the strong competition, customer expectation to receive high quality services, and quick changes of technology, Islamic banks must the...

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Main Author: Fozi, Awang
Format: Thesis
Language:eng
Published: 2009
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/3625/1/s89235.pdf
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id my-uum-etd.3625
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Zakaria, Mustafa
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Fozi, Awang
Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)
description The operation of Islamic bank derives from the Islamic Law and thus differs in spirit, cultural background and practice from conventional bank operations. In view of the strong competition, customer expectation to receive high quality services, and quick changes of technology, Islamic banks must therefore think strategically by providing high quality products and services to satisfy their customers. The objectives of this study to measure customer satisfaction by using service quality dimensions; compliance , assurance, reliability, tangible, empathy and responsiveness (CARTER). A survey of 177 customers at three BIMB branches located in Northern Kedah was conducted. The data generated through the survey was analysed and a regression analysis was also carried out between the six dimensions and customer satisfaction. The result showed that the customers are satisfied with the products and services offered by the BIMB. The linear regression results indicate that there was a positive and statistically significant relationship between overall customer satisfaction and the SERVQUAL dimensions at the BIMB. The study also showed that the five dimensions; compliance, assurance, reliability, empathy and responsiveness are statistically significant predictors of customer satisfaction. Among the five dimensions responsiveness and reliability having the greatest overall impact.
format Thesis
qualification_name masters
qualification_level Master's degree
author Fozi, Awang
author_facet Fozi, Awang
author_sort Fozi, Awang
title Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)
title_short Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)
title_full Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)
title_fullStr Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)
title_full_unstemmed Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB)
title_sort customer satisfaction and service quality : a case study of bank islam malaysia berhad (bimb)
granting_institution Universiti Utara Malaysia
granting_department College of Business (COB)
publishDate 2009
url https://etd.uum.edu.my/3625/1/s89235.pdf
_version_ 1747827614229200896
spelling my-uum-etd.36252013-11-04T01:33:23Z Customer Satisfaction and Service Quality : A Case Study of Bank Islam Malaysia Berhad (BIMB) 2009 Fozi, Awang Zakaria, Mustafa College of Business (COB) College of Business HF5415.33 Consumer Behavior. The operation of Islamic bank derives from the Islamic Law and thus differs in spirit, cultural background and practice from conventional bank operations. In view of the strong competition, customer expectation to receive high quality services, and quick changes of technology, Islamic banks must therefore think strategically by providing high quality products and services to satisfy their customers. The objectives of this study to measure customer satisfaction by using service quality dimensions; compliance , assurance, reliability, tangible, empathy and responsiveness (CARTER). A survey of 177 customers at three BIMB branches located in Northern Kedah was conducted. The data generated through the survey was analysed and a regression analysis was also carried out between the six dimensions and customer satisfaction. The result showed that the customers are satisfied with the products and services offered by the BIMB. The linear regression results indicate that there was a positive and statistically significant relationship between overall customer satisfaction and the SERVQUAL dimensions at the BIMB. The study also showed that the five dimensions; compliance, assurance, reliability, empathy and responsiveness are statistically significant predictors of customer satisfaction. Among the five dimensions responsiveness and reliability having the greatest overall impact. 2009 Thesis https://etd.uum.edu.my/3625/ https://etd.uum.edu.my/3625/1/s89235.pdf text eng validuser http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000336373 masters masters Universiti Utara Malaysia Al-Tamimi, H.A.H. and Al-Amiri, A. (2003), “Analysing service quality in the UAE Islamic banks”, Journal of Financial Services Marketing, Vol. 8 No. 2, pp. 119-32. Amin, M. and Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management Vol. 1 No. 3, 2008 pp. 191-209 Angur M., Nataraajan R. & Jahera J. (1999) "SQ in the banking industry: an assessment in a developing economy”, International Journal of Bank Marketing, 17(3), 116-125. Anthony T. and Addams, H. 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