Influence of Service Quality on Muslim Customers’ Satisfaction towards Islamic Banking: A Study on Malaysian Islamic Banks

Authors

  • Bashir Uddin IIUM
  • Sayma Sadia Shawon Sylhet International University
  • A B M Asadullah IIUM

DOI:

https://doi.org/10.18034/gdeb.v6i1.115

Keywords:

Trust, assurance, tangibility, responsiveness, empathy, customer satisfaction, customer loyalty, Islamic banking, Malaysia

Abstract

The purpose for this study is to explore the connection between consumer loyalty and five measurements of service quality in Islamic banks of Malaysia. This examination utilizes an example of 270 clients of Islamic banks; 175 reactions have been taken from every city like Kuala-Lumpur and Zohur Baru and Penang. Organized poll procedure has been utilized to gather information. The paper's discoveries uncover that Malaysian Islamic banks clients consider Trust, responsiveness, assurance as critical variables for consumer loyalty, then again, the elements of the service quality as the substantial is not emphatically noteworthiness as a measurements of fulfilment. Constraint of this examination is test size of the respondents. For the scholarly perspective, there is an incredible hugeness too an as professionals, administrators and approach creators can be discover the examples of consumer loyalty in the terms of administration quality for Islamic banks in Malaysia. The estimation of the present examination is specific since it is a measuring investigation of consumer loyalty and service quality measurements of Islamic banks in Malaysia.

Downloads

Download data is not yet available.

Author Biographies

  • Bashir Uddin, IIUM

    Faculty of Economics and Management Sciences, International Islamic University Malaysia, MALAYSIA

  • Sayma Sadia Shawon, Sylhet International University

    Lecturer, Department of Business Administration, Sylhet International University, Sylhet, BANGLADESH

  • A B M Asadullah, IIUM

    Faculty of Economics and Management Sciences, International Islamic University Malaysia, MALAYSIA

References

Abdullah Saif Al Nasser, S., Datin, & Muhammed, J. (2013). Introduction to history of Islamic banking in Malaysia. Humanomics, 29(2), 80-87. DOI: https://doi.org/10.1108/08288661311319157

Abedinya, S., & Zaeim, M. (2011) Modeling monetary stability under dual banking system: the case of Malaysia. International Journal of Islamic Financial Services, 2(1), 21-42.

Amat Taap, M., Choy Chong, S., Kumar, M., & Kee Fong, T. (2011). Measuring service quality of conventional and Islamic banks: a comparative analysis. International Journal of Quality & Reliability Management, 28(8), 822-840. DOI: https://doi.org/10.1108/02656711111162505

Amin, M., & 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, 1(3), 191-209. DOI: https://doi.org/10.1108/17538390810901131

Amirzadeh, R., & Reza Shoorvarzy, M. (2013). Prioritizing service quality factors in Iranian Islamic banking using a fuzzy approach. International Journal of Islamic and Middle Eastern Finance and Management, 6(1), 64-78. DOI: https://doi.org/10.1108/17538391311310752

Byrne, M., Soars, N. A., Ho, M. A., Wong, E., McElroy, D., Selvakumaraswamy, P., & Davis, A. R. (2010). Fertilization in a suite of coastal marine invertebrates from SE Australia is robust to near-future ocean warming and acidification. Marine biology, 157(9), 2061-2069. DOI: https://doi.org/10.1007/s00227-010-1474-9

Camarero, S., Ibarra, D., Martinez, A. T., Romero, J., Gutiérrez, A., & José, C. (2007). Paper pulp delignification using laccase and natural mediators. Enzyme and Microbial Technology, 40(5), 1264-1271. DOI: https://doi.org/10.1016/j.enzmictec.2006.09.016

Chaker, M. N., & Jabnoun, N. (2010). Barriers to service quality in Islamic banks in Qatar. International Journal of Commerce and Management, 20(4), 296-307. DOI: https://doi.org/10.1108/10569211011094622

Echchabi, A., & Abd. Aziz, H. (2014). Shari’ah issues in Islamic banking: a qualitative survey in Malaysia. Qualitative Research in Financial Markets, 6(2), 198-210. DOI: https://doi.org/10.1108/QRFM-12-2012-0035

Hair, J. F., Black, W. C., & Babin, B. J. (2010). RE Anderson Multivariate data analysis: A global perspective.

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Análise multivariada de dados. Bookman Editora.

Haque, M. E., Negnevitsky, M., & Muttaqi, K. M. (2010). A novel control strategy for a variable-speed wind turbine with a permanent-magnet synchronous generator. IEEE transactions on industry applications, 46(1), 331-339. DOI: https://doi.org/10.1109/TIA.2009.2036550

Haron, S., Ahmad, N., & Planisek, S. L. (1994). Bank patronage factors of Muslim and non-Muslim customers. International Journal of Bank Marketing, 12(1), 32-40. DOI: https://doi.org/10.1108/02652329410049599

Hume, D. A. (2008). Macrophages as APC and the dendritic cell myth. The Journal of Immunology, 181(9), 5829-5835. DOI: https://doi.org/10.4049/jimmunol.181.9.5829

Ismail, F., Shabri Abd. Majid, M., & Rahim, R. A. (2013). Efficiency of Islamic and conventional banks in Malaysia. Journal of Financial Reporting and Accounting, 11(1), 92-107. DOI: https://doi.org/10.1108/JFRA-03-2013-0011

Kaleem, A. (2000). Modeling monetary stability under dual banking system: the case of Malaysia. International Journal of Islamic Financial Services, 2(1), 21-42.

Kline, R. B. (2011). Convergence of structural equation modeling and multilevel modeling. na. DOI: https://doi.org/10.4135/9781446268261.n31

Lennon, S. J., & Kim, J. H. (2015). Making Sense of the E-Service Quality Literature: Sampling, Undergraduates. Web-Based Services: Concepts, Methodologies, Tools, and Applications: Concepts, Methodologies, Tools, and Applications, 160.

Mokhtar, S. B., Preuveneers, D., Georgantas, N., Issarny, V., & Berbers, Y. (2008). EASY: Efficient semAntic Service discoverY in pervasive computing environments with QoS and context support. Journal of Systems and Software, 81(5), 785-808. DOI: https://doi.org/10.1016/j.jss.2007.07.030

Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011). Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan. Journal of Islamic Marketing, 2(3), 203-224. DOI: https://doi.org/10.1108/17590831111164750

Osman, N. I., Chapple, C. R., Abrams, P., Dmochowski, R., Haab, F., Nitti, V., & Wein, A. J. (2014). Detrusor underactivity and the underactive bladder: a new clinical entity? A review of current terminology, definitions, epidemiology, aetiology, and diagnosis. European urology, 65(2), 389-398. DOI: https://doi.org/10.1016/j.eururo.2013.10.015

Pallant, J. F., & Tennant, A. (2007). An introduction to the Rasch measurement model: an example using the Hospital Anxiety and Depression Scale (HADS). British Journal of Clinical Psychology, 46(1), 1-18. DOI: https://doi.org/10.1348/014466506X96931

Rahman, I. A., & Padavettan, V. (2012). Synthesis of silica nanoparticles by sol-gel: size-dependent properties, surface modification, and applications in silica-polymer nanocomposites—a review. Journal of Nanomaterials, 2012, 8. DOI: https://doi.org/10.1155/2012/132424

Razak, F., Anand, S. S., Shannon, H., Vuksan, V., Davis, B., Jacobs, R., & Yusuf, S. (2007). Defining obesity cut points in a multiethnic population. Circulation, 115(16), 2111-2118. DOI: https://doi.org/10.1161/CIRCULATIONAHA.106.635011

Rehman, A., & Wang, Z. (2012). Reduced-reference image quality assessment by structural similarity estimation. IEEE Transactions on Image Processing, 21(8), 3378-3389. DOI: https://doi.org/10.1109/TIP.2012.2197011

Sarwar, N. (2013). The strategic role of the HR function in the banking sector of Pakistan: Analysis of evidence and influencing factors (Doctoral dissertation, University of Manchester).

Shafie El, Alishaq S. S., & Garcia M. L. (2004). Investigation of an outbreak of multidrug-resistant Acinetobacter baumannii in trauma intensive care unit. Journal of Hospital Infection, 56(2), 101-105. DOI: https://doi.org/10.1016/j.jhin.2003.09.024

Solvang, B. K. (2007). Satisfaction, loyalty, and repurchase: a study of Norwegian customers of furniture and grocery stores. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 20, 110.

Sufian, F. (2007). The efficiency of Islamic banking industry in Malaysia: Foreign vs domestic banks. Humanomics, 23(3), 174-192. DOI: https://doi.org/10.1108/08288660710779399

Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379. DOI: https://doi.org/10.1108/08876040210433248

Tabachnick, B. G., Fidell, L. S., & Osterlind, S. J. (2001). Using multivariate statistics.

Tabung Haji (1963). Origin and development of commercial and Islamic banking operations. Islamic Economics, 18(2).

Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of services marketing, 17(5), 495-513. DOI: https://doi.org/10.1108/08876040310486285

Zainudin, A. (2012). Structural equation modeling using AMOS graphic. Shah Alam: Universiti Teknologi MARA Publication Centre (UPENA).

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375. DOI: https://doi.org/10.1177/009207002236911

--0--

Downloads

Published

2017-06-30

How to Cite

Uddin, B. ., Shawon, S. S. ., & Asadullah, A. B. M. . (2017). Influence of Service Quality on Muslim Customers’ Satisfaction towards Islamic Banking: A Study on Malaysian Islamic Banks. Global Disclosure of Economics and Business, 6(1), 41-50. https://doi.org/10.18034/gdeb.v6i1.115

Similar Articles

1-10 of 50

You may also start an advanced similarity search for this article.