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Service Quality and Customer Satisfaction in Islamic Banking

Nur Syuhanida, Samsuddin (2011) Service Quality and Customer Satisfaction in Islamic Banking. Masters thesis, Universiti Utara Malaysia.

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Abstract

Service quality is a gap between perceptions toward service provided. Customer satisfaction is response by emotion or attitude of customer after use the services and products. Today, researcher wants to identify the level of service quality in Islamic banking at Perak state whether low or high. Researcher also wants to identify the level of customer satisfaction towards products and services provided by Islamic banking. Objectives of this research are to determine customer satisfaction level towards the services provides by Islamic banking, to assess customer perception towards service quality level which is provide by Islamic banking, to determine service quality level in Islamic banking and to identify differential between demographic factor and customer satisfaction. Researcher use quantitative data in order to collect the data and get the result.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Islamic Banking, Service Quality, Customer Satisfaction
Subjects: H Social Sciences > HF Commerce. > HF5001-6182 Business
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 30 Jul 2012 02:16
Last Modified: 19 Apr 2016 07:04
URI: http://etd.uum.edu.my/id/eprint/2874

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