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The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services

Nur Syamilah, Md Noor (2014) The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study aims to identify dimensions that determine the customer satisfaction in Islamic banking services. It involved 224 customers using Islamic banking services was conducted at Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis. The data were analyzed using Statistical Packages for Social Science (SPSS) by applying a descriptive analysis and inferential analysis (Independent T-test, One Way Analysis Of Variance (ANOVA) and Correlation Pearson) was used to answer research questions and objectives. Findings showed there are some difference relationships in term of position in university and level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimension related customer satisfaction in Islamic banking services is being positively correlated with each other (commitment, product knowledge, competence, service encounter). The results reported in this research are useful to academician by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry. The results should be able to recommend some suggestion to bank managers on how can improve Islamic banks‟ services to customer.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Islamic Banking Services, Customer Satisfaction, Relationship Marketing, Service Quality, Service Encounter, Commitment, Product Knowledge and Competence.
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc
H Social Sciences > HG Finance
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 03 Sep 2014 00:36
Last Modified: 17 Apr 2016 06:58
URI: http://etd.uum.edu.my/id/eprint/4038

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