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Kualiti Perkhidmatan Pelanggan Bank Islam Cawangan Jitra

AmalKhairy, Che Abdul Rahman (2002) Kualiti Perkhidmatan Pelanggan Bank Islam Cawangan Jitra. Masters thesis, Universiti Utara Malaysia.

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Abstract

In general, this study aims to identify the degree of customer satisfaction in islamic Banking of Malaysia based on service quality elements formulated. The specific objectives of this study is to identify the degree of customer expectation, perception and satisfaction in view of this study is to identify the degree of customer expectation, perception and satisfaction in view of the gap between expectation toward element and dimensions of SERQUAL. Besides that, this study also will determine the differences in perception toward service quality in bank based on gender, age and income. Finally this study will determine the influences of demografic factor (age, gender and income) and psychographic factor (character, value belief and way of life) toward the perception of service quality in Islamic Bank. 378 respondents from Islamic Bank of Malaysia in Jitra, Kedah were involved in this study. Nonprobality-inconvienient technique was used to select the respondents. A set of questionnaire was use to collect the data. Meanwhile, this study had been analysised by using statistics descriptive (frequency, percentage and average), T-test, one way varians (ANOVA) and linear regression analysis. The findings showed that the expectation dimension with the highest mean is responsiveness with mean value 5.73. This measured exceeds the 'important' degree. The perception satisfaction dimension with the highest mean is the assurance with mean value 5.33. This measured is higher than quite satisfied. In the satisfaction gap dimension, the empathy dimension has the maximum satisfaction level with - 0.57. This show a moderate level of satisfaction. The conclusion derived from analysis SERVQUAL in this study is that the service quality level in BIMB (Jitra) can be considered as 'moderately satisfied' levell, between - 1.02 to 0.5. Moreover, findongs showed there were significant perception differences toward the service quality in bank based on gender, age and income. FInaly, the findings also that gender factor, age, character, belief and way of life were significantly potential to influence perception toward the quality service in bank. Beside that, this study also gives some recommentadion to management of BIMB (Jitra) to improve and increase their level of service quality.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer Satisfaction, Service Quality, Banks and Banking, Islamic Bank
Subjects: H Social Sciences > HD Industries. Land use. Labor.
Divisions: Faculty and School System > Faculty of Business Management
Depositing User: Mrs Hafiza Mohd Akhir
Date Deposited: 20 Jan 2010 06:49
Last Modified: 24 Jul 2013 12:10
URI: http://etd.uum.edu.my/id/eprint/1101

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