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Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah

Mohd. Fauzwadi, Mat Ali (2004) Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam di Negeri Kedah. Masters thesis, Universiti Utara Malaysia.

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The main purpose of the study is to examine the service quality that explains the variance in customer satisfaction in the Islamic banking in Kedah. The measurement of service
quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-5 scale adapted with local culture. The instrument consists of six
dimensions namely compliance, assurance, reliability, tangible, empathy and responsiveness. Meanwhile, the measurement of customer satisfaction was adapted from
Othman and Owen (2001) and McDougall dan Levesque (1994). This study chooses two banks that practices Islamic banking; Bank Islam and Bank Muamalat. 200 questionaires
were distibuted; 100 questionaires for Bank Islam and Bank Muamalat respectively. The stratified random sampling technique was used 1.0 select the respondents. The
questionaires were distributed using sistematic convenient sampling technique. The data gathered were analysed using Statistical Package for Social Science (SPSS). The study
used descriptive analysis, correlation pearson, means, t-test, ANOVA, and multiple regression tests. The findings showed that the level of customer satisfaction was high, as
well as the overall service quality. The bank customer emphasize compliance, assurance, reliability, tangible, empathy and responsiveness. The result showed that there were significant difference in the customer satisfaction based on gender and education level. The male customer reported that they were more satisfied towards the service quality provided, compared to the female counterparts. In terms of education qualification, secondary school leavers were more satisfied followed by university/college graduate,
primary school and Islamic school. Multiple regression analysis indicate that the service quality explained 61.4% of the variance in the customer satisfaction. There were three dimensions of service quality, namely empathy, responisiveness, and tangible considered as the critical factor in the customer satisfaction, and the less emphasized factors were compliance, assurance and reliability. It can be concluded that the customers were
satisfied with the service quality provided by the Islamic banking. Special attention should be given to the customers by improving the physical facilities, equipment and the
staff appearance, and giving the fast and effective service to the customers. Besides that, the Islamic banks should also improve the service quality to the customer and affordable to fulfill the responsibility as promised.

Item Type: Thesis (Masters)
Supervisor : UNSPECIFIED
Item ID: 1323
Uncontrolled Keywords: Banks and Banking, Islamic Banks, Service Quality, Customer Satisfaction
Subjects: H Social Sciences > HG Finance
Divisions: Faculty and School System > Faculty of Business Management
Date Deposited: 04 Feb 2010 07:09
Last Modified: 24 Jul 2013 12:11
Department: Faculty of Business Management
URI: https://etd.uum.edu.my/id/eprint/1323

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