The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services

The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services

This study aims to identify dimensions that determine the customer satisfaction in Islamic banking services. It involved 224 customers using Islamic banking services was conducted at Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMA...

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Main Author: Nur Syamilah, Md Noor
Format: Thesis
Language:eng
eng
Published: 2014
Subjects:
BP Islam
Bahaism
Theosophy, etc
HG Finance
Online Access:https://etd.uum.edu.my/4038/1/s813364.pdf
https://etd.uum.edu.my/4038/2/s813364_abstract.pdf
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id my-uum-etd.4038
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Hashim, Hydzulkifli
Abu Bakar, Azizi
topic BP Islam
Bahaism
Theosophy, etc
HG Finance
spellingShingle BP Islam
Bahaism
Theosophy, etc
HG Finance
Nur Syamilah, Md Noor
The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services
description This study aims to identify dimensions that determine the customer satisfaction in Islamic banking services. It involved 224 customers using Islamic banking services was conducted at Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis. The data were analyzed using Statistical Packages for Social Science (SPSS) by applying a descriptive analysis and inferential analysis (Independent T-test, One Way Analysis Of Variance (ANOVA) and Correlation Pearson) was used to answer research questions and objectives. Findings showed there are some difference relationships in term of position in university and level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimension related customer satisfaction in Islamic banking services is being positively correlated with each other (commitment, product knowledge, competence, service encounter). The results reported in this research are useful to academician by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry. The results should be able to recommend some suggestion to bank managers on how can improve Islamic banks‟ services to customer.
format Thesis
qualification_name masters
qualification_level Master's degree
author Nur Syamilah, Md Noor
author_facet Nur Syamilah, Md Noor
author_sort Nur Syamilah, Md Noor
title The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services
title_short The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services
title_full The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services
title_fullStr The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services
title_full_unstemmed The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services
title_sort relationship marketing as a determinant of customer satisfaction in islamic banking services
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4038/1/s813364.pdf
https://etd.uum.edu.my/4038/2/s813364_abstract.pdf
_version_ 1747827668870496256
spelling my-uum-etd.40382016-04-17T06:58:00Z The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services 2014-06 Nur Syamilah, Md Noor Hashim, Hydzulkifli Abu Bakar, Azizi Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business BP Islam. Bahaism. Theosophy, etc HG Finance This study aims to identify dimensions that determine the customer satisfaction in Islamic banking services. It involved 224 customers using Islamic banking services was conducted at Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis. The data were analyzed using Statistical Packages for Social Science (SPSS) by applying a descriptive analysis and inferential analysis (Independent T-test, One Way Analysis Of Variance (ANOVA) and Correlation Pearson) was used to answer research questions and objectives. Findings showed there are some difference relationships in term of position in university and level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimension related customer satisfaction in Islamic banking services is being positively correlated with each other (commitment, product knowledge, competence, service encounter). The results reported in this research are useful to academician by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry. The results should be able to recommend some suggestion to bank managers on how can improve Islamic banks‟ services to customer. 2014-06 Thesis https://etd.uum.edu.my/4038/ https://etd.uum.edu.my/4038/1/s813364.pdf text eng validuser https://etd.uum.edu.my/4038/2/s813364_abstract.pdf text eng public masters masters Universiti Utara Malaysia A.Brown, S. (2000). 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