Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad

The purpose of this study is measuring Customers' satisfaction towards Islamic banking services: A study of Malaysian Banks in Kuala Lumpur. The work of Islamic bank drives from Islamic principal and Sharia that is differentiate with conventional banks. Therefore, it is important for Islamic ba...

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Main Author:	Saad, Asmah
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Competition Consumer satisfaction Banking
Online Access:	https://ir.uitm.edu.my/id/eprint/37335/1/37335.pdf
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id	my-uitm-ir.37335
record_format	uketd_dc
spelling	my-uitm-ir.373352020-11-26T06:49:30Z Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad 2015-12 Saad, Asmah Competition Consumer satisfaction Banking The purpose of this study is measuring Customers' satisfaction towards Islamic banking services: A study of Malaysian Banks in Kuala Lumpur. The work of Islamic bank drives from Islamic principal and Sharia that is differentiate with conventional banks. Therefore, it is important for Islamic banks to determine what customers expect and then develop service product that meet or exceed satisfaction. Nowadays, Islamic banks has strong competition with conventional banks because they are faced with different customers expectation to receive high quality services that they are serve. ln this study i am using CARTER model instrument and disconfirmation model for measuring level of customers' satisfaction. In addition, this study indicates the service quality base on CARTER model instrument. The primary data of this study was gathered by distributing 384 survey questionnaires at Kuala Lumpur area. The Cronbach's Alpha Reliability test, which using the mean to find the most factor that influence customer satisfaction, Pearson Correlation Analysis was used to the hypothesis. The study shows the results for the relationship between customer satisfactions only Compliance and Responsiveness are influence variables but for Assurance, Reliability, Tangibles and Empathy are not really affected by the dependent variables .. Meanwhile the results shows that Assurance has the highest mean which describe the customers prefer a good knowledge and courtesy of employees and their ability to inspire trust and confidence towards their customers. By using the CARTER model we can find the level of customers' satisfaction in services that Islamic banking serve towards their customer's. 2015-12 Thesis https://ir.uitm.edu.my/id/eprint/37335/ https://ir.uitm.edu.my/id/eprint/37335/1/37335.pdf text en public degree Universiti Tekologi MARA Cawangan Sarawak Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Competition Consumer satisfaction Banking
spellingShingle	Competition Consumer satisfaction Banking Saad, Asmah Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad
description	The purpose of this study is measuring Customers' satisfaction towards Islamic banking services: A study of Malaysian Banks in Kuala Lumpur. The work of Islamic bank drives from Islamic principal and Sharia that is differentiate with conventional banks. Therefore, it is important for Islamic banks to determine what customers expect and then develop service product that meet or exceed satisfaction. Nowadays, Islamic banks has strong competition with conventional banks because they are faced with different customers expectation to receive high quality services that they are serve. ln this study i am using CARTER model instrument and disconfirmation model for measuring level of customers' satisfaction. In addition, this study indicates the service quality base on CARTER model instrument. The primary data of this study was gathered by distributing 384 survey questionnaires at Kuala Lumpur area. The Cronbach's Alpha Reliability test, which using the mean to find the most factor that influence customer satisfaction, Pearson Correlation Analysis was used to the hypothesis. The study shows the results for the relationship between customer satisfactions only Compliance and Responsiveness are influence variables but for Assurance, Reliability, Tangibles and Empathy are not really affected by the dependent variables .. Meanwhile the results shows that Assurance has the highest mean which describe the customers prefer a good knowledge and courtesy of employees and their ability to inspire trust and confidence towards their customers. By using the CARTER model we can find the level of customers' satisfaction in services that Islamic banking serve towards their customer's.
format	Thesis
qualification_level	Bachelor degree
author	Saad, Asmah
author_facet	Saad, Asmah
author_sort	Saad, Asmah
title	Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad
title_short	Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad
title_full	Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad
title_fullStr	Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad
title_full_unstemmed	Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad
title_sort	customers satisfaction towards islamic banking services: a study of malaysian banks in kuala lumpur / asmah saad
granting_institution	Universiti Tekologi MARA Cawangan Sarawak
granting_department	Faculty of Business Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/37335/1/37335.pdf
_version_	1783734418309906432

Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad

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