UUM Electronic Theses and Dissertation
UUM ETD | Universiti Utara Malaysian Electronic Theses and Dissertation
FAQs | Feedback | Search Tips | Sitemap

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.

[thumbnail of s813364.pdf] Text
s813364.pdf
Restricted to Registered users only

Download (1MB) | Request a copy
[thumbnail of s813364_abstract.pdf]
Preview
Text
s813364_abstract.pdf

Download (1MB) | Preview

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)
Supervisor : Hashim, Hydzulkifli and Abu Bakar, Azizi
Item ID: 4038
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
Date Deposited: 03 Sep 2014 00:36
Last Modified: 17 Apr 2016 06:58
Department: Othman Yeop Abdullah Graduate School of Business
Name: Hashim, Hydzulkifli and Abu Bakar, Azizi
URI: https://etd.uum.edu.my/id/eprint/4038

Actions (login required)

View Item
View Item