Service Quality, Shariah Compliance and Customer Satisfaction of Islamic Banking Services in Malaysia
Abstract
The present study investigates the level of service quality and customer satisfaction of Islamic banks
in Malaysia based on demographics such as gender, nationality, experience with the bank and income. This study
surveyed 179 customers who have had first-hand experience with Islamic banking services in Malaysia.The research
data was analysed based on reliability analysis, independent samples t-tests and one-way ANOVA using SPSS version 23. The research findings indicate that Malaysian customers have a better perception of reliability, responsiveness, assurance, empathy, tangibles and satisfaction compared to international customers. The findings also
suggest that the customers who have 6–10 years’ experience with Islamic banking services, have a better perception
of reliability, assurance and Shariah compliance compared to other experience groups.
Keywords
References
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Details
Primary Language
English
Subjects
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Journal Section
Research Article
Publication Date
August 10, 2017
Submission Date
December 7, 2016
Acceptance Date
June 18, 2017
Published in Issue
Year 2017 Volume: 4 Number: 2