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Sistem Perbankan Islam Sebagai Penyumbang Ekonomi Masyarakat Islam

Nurhayati, Mohamad Kuty (2011) Sistem Perbankan Islam Sebagai Penyumbang Ekonomi Masyarakat Islam. Masters thesis, Universiti Utara Malaysia.

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Abstract

Established of Bank lslam Malaysia Berhad (BIMB) in the country in 1983 was a great booster to the lslamic financial system. To the Muslims in majority, a lot of things were expected from the operation of the bank. They hope to see that the Islamic Bank should plays its roles, not only to run a banking business for profits, but also to serve the Muslims in particular, the nation at large, in Islamic ways. Nevertheless, to survive, and to compete with the existing and more established conventional banks, Bank Islam Malaysia Berhad has to show good and convincing performance with its lslamic accountability norms. The bank should win people's trust and prove that Islamic banking system is indeed the best and most practical as an alternative financial system. The objective of this study is to determine the relationship between the dimension of service quality in lslamic Banking and customer satisfaction. The study based on the CARTER instrumentation was introduced by Qawi and Lynn (2001) was adaptation from SERVQUAL instrument developed by Parasuraman et al (1985). The CARTER instrumentation was used to measure six dimension of service quality in lslamic banking such as compliance, assurance, reliability, tangible, empathy and responsiveness. The relationship between dimension of service quality in Bank lslam Malaysia Berhad (BIMB) and customer satisfaction was observed. Data collected were analyzed using the program Statistical Package for Social Science(SPSS). To measure the service quality of BIMB the statiscal analysis Coleration, t-test and ANOVA was used in this study. The sample consisted of 160 customers using the service of Islamic Banking BIMB Kuala Terengganu. The finding of this study indicated that there was a significant relationship between dimension of service quality in lslamic Banking and customer satisfaction. Compliance, assurance, reliability, tangible, empathy and responsiveness analysis showed that there was a strong significant influence on customer satisfaction in Islamic banking.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service Quality, lslamic Banking, Customer Satisfaction
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc
H Social Sciences > HG Finance
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 07 Feb 2012 08:51
Last Modified: 19 Apr 2016 07:05
URI: http://etd.uum.edu.my/id/eprint/2707

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