ISSN: 2222-6990
Open access
This study was aimed at analysing the customers’ satisfaction level of the Islamic banking service quality as well as identifying the service quality elements which were linked to and influenced the customers’ satisfaction level of Islamic banking in Perak, Malaysia. The CARTER model was utilised to achieve the study objectives. A total of 135 respondents had been chosen among the students of the Bachelor of Economy (Islamic Finance) programme, Sultan Idris Education University. The data acquired was then analysed using the descriptive and inferential methods to answer the study questions and to achieve the study objectives. The analysis showed that the customers’ satisfaction level of Islamic banking service was at a high level. The correlational test conducted also showed that all the service quality elements tested indicated a positive and significant relationship with customers’ satisfaction. The regression analysis results showed that the elements of tangible and compliance were the significant elements in influencing the customers’ satisfaction of Islamic banking service quality in, Perak. As such, in order to ensure that the customer satisfaction level is always at a high level, the management of Islamic banking should avoid from being involved in any Syariah issues affecting their products or service. They should also ensure that the physical or external condition of the bank is clearly visible and is situated in a good location and that the electronic equipment such as ATM and CDM machines are always in a good condition and easy to use; this simplifies customer usage and enhances customer satisfaction.
Abedniya, A., & Zaeim, M. N. (2011). Measuring the Perceive Services Quality in the Islamic Banking System in Malaysia, International Journal of Business and Social Science 2(13), 122-135.
Bakar, A., Fauzwadi, Hashim, Hisham. (2005). Kualiti Perkhidmatan dan Kepuasan Pelanggan Dalam Perbankan Islam. Journal of Muamalat and Islamic Finance Research 2 (1), 151-170.
Ahmad, N., & Haron, S. (2002). Perception of Malaysian Corporate Customers towards Islamic Banking Products & Services. International Journal of Islamic Financial Services 3 (4), 1-16.
Aida, S. (2008). Model Kepuasan Pelanggan Bagi Laman Web E-Runcit. Projek Sarjana. Skudai: Universiti Teknologi Malaysia.
Ali, M., Syed, D. A. R. (2015). Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from modified SERVQUAL model. Retrieved from http://mpra.ub.uni-muenchen.de/64039/ MPRA Paper No.64039.
Ali, M., Syed, D. A. R. (2015). Measurement of Services Quality Perception and
Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model. Munich Personal RePEc Archieve, University Karachi
Ali, R. M., Abdullah, R., & Dinar, M. K. (2011). The Influence of Service Quality Towards Customer Satisfaction of Islamic Sharia Bank. Australian Journal of Basic and Applied Sciences 5 (9), 1099-1104.
Altwijrya, O. I., & Abduh, M. (2013). “Customer Satisfaction and Switching Behavior in Saudi Islamic Banks: An Exploratory study”, Journal of Islamic Finance 2(2), 17-25.
Anggur, M. G., Nataraajan, R., & Jahera, J. S. (1999). Service Quality in The Banking Industry: An Assessment in a Developing Economy, International Journal of Bank Marketing 17,: 116-123
Anitha, R. (2016). Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Perbankan Islam: Kajian ke atas Pelanggan Bank-bank Islam di Kuching, Sarawak. Tesis Ijazah Doktor Falsafah, Universiti Malaya.
Anitha, R., Muhamad, H. H., & Mohamad, Z. I. (2017). Perkhidmatan Perbankan Internet: Kajian Terhadap Kepuasan Pelangan. Labuan e-Journal of Muamalat and Society 11, 30-38.
Asma, A. R. (2012). Customer satisfaction and service quality in Islamic banking: A comparative study in Pakistan, United Arab Emirates and United Kingdom.Qualitative Research in Financial Markets 4(:2/3), 165-175.
Bank Negara Malaysia. (n.d.). Retrieved from www.bnm.gov.my
Berry, L., Parasuraman, A., & Zeithmal, V. (1990). Five imperatives for Improving SQ, Sloan Management Review 29: 29-38.
Bigham, G. (1989). An Investigation of The Needs, Attitudes and Behaviour of The Youth Market with Respect To Financial Services. Manchester: Manchester School of Management.
Bitner, M. J. (1992). Servicesscape: The Impact of Surrounding on Customers and Employees. Journal of Marketing 56, 57-71.
Borhan, J. T. (2001). Sistem Perbankan Islam di Malaysia: Sejarah Perkembangan,
Prinsip dan Amalannya. Jurnal Usuluddin 4, 137-164.
Chua, Y. (2006). Kaedah Penyelidikan Buku 1. Kuala Lumpur: McGraw Hill Education.
Chua, Y. (2012). Asas Statistik Penyelidikan Buku 2 (2nd ed.). Kuala Lumpur: McGraw- Hill (Malaysia) Sdn.bhd
Dusuki, A. W., & Abdullah, N. I. (2007) Why Do Malaysian Customers Patronoze Islamic Banks? International Journal of Bank Marketing 25, no.3: 143-160.
Erol, C., & El-bdour, R. (1989). Attitude, Behavior and Patronage factors of bank Customers towards Islamic Banks. International Journal of Bank Marketing 7(6), 31-37.
Erol, C., Kaynak, E., & El-Bdour, R. (1990). Conventional and Islamic Banks: Patronage Behavior of Jordanian Customers. International Journal of Bank Marketing 8(4), 25-35.
Faisal, M., & Rizal, M. (2013). Kualiti Perkhidmatan Menurut Perspektif Islam. Kolej Universiti Islam Sultan Azlan Shah.
Faisal, M. (2014). Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Perbankan Islam
di Malaysia. Tesis Sarjana, Universiti Malaya.
Fauzwadi, M. A., Bakar, A. H., & Nasri, M. (2013). Hubungan Antara Kualiti Produk, Kualiti Perkhidmatan dan Kepuasan pelanggan dalam Perbank
In-Text Citation: (Bakar, Hussin, Latip, & Mahmood, 2019)
To Cite this Article: Bakar, A. N. A., Hussin, M. Y. M., Latip, N. A. M., & Mahmood, A. (2019). Customers Satisfaction and Service Quality of Islamic Banks in Perak, Malaysia. International Journal of Academic Research in Business and Social Sciences, 9(9), 1283–1297.
Copyright: © 2019 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode