Abstract
The goal of this study is to identify the effects of Service Quality (SERVEQUAL) towards customer satisfaction at Islamic Bank in Kuantan, Pahang. The study also aims to examine the relationship between Service Quality (Reliability, Tangibility and Responsiveness) and Customer Satisfaction, to investigate the most influencing factor of Service Quality provided at Islamic Bank in Kuantan area. A sample of 103 banking customers was drawn from Islamic Bank in Jalan Tun Ismail, Kuantan, Pahang. The questionnaire was developed for this study based on SERVEQUAL model that identified the three (3) from the basic five (5) dimensions of SERVEQUAL in banking service environments on customer satisfaction. At the end, the results should indicate which SERVEQUAL dimensions have positive or negative influence on customer satisfaction.
Metadata
Item Type: | Conference or Workshop Item (Paper) |
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Creators: | Creators Email / ID Num. Mazalan, Maz Izuan UNSPECIFIED Mohd Zubair, Faresya Zunaida UNSPECIFIED Mohd Yusof, Rozman UNSPECIFIED |
Event Title: | 1st International Islamic Heritage Conference (ISHEC) 2015 |
Event Dates: | 11-12 November 2015 |
Page Range: | pp. 659-679 |
Keywords: | Service Quality; Customer Satisfaction |
Date: | 2015 |
URI: | https://ir.uitm.edu.my/id/eprint/16707 |