Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad

Saad, Asmah (2015) Customers satisfaction towards Islamic banking services: A study of Malaysian banks in Kuala Lumpur / Asmah Saad. Degree thesis, Universiti Tekologi MARA Cawangan Sarawak.


The purpose of this study is measuring Customers' satisfaction towards Islamic banking services: A study of Malaysian Banks in Kuala Lumpur. The work of Islamic bank drives from Islamic principal and Sharia that is differentiate with conventional banks. Therefore, it is important for Islamic banks to determine what customers expect and then develop service product that meet or exceed satisfaction. Nowadays, Islamic banks has strong competition with conventional banks because they are faced with different customers expectation to receive high quality services that they are serve. ln this study i am using CARTER model instrument and disconfirmation model for measuring level of customers' satisfaction. In addition, this study indicates the service quality base on CARTER model instrument. The primary data of this study was gathered by distributing 384 survey questionnaires at Kuala Lumpur area. The Cronbach's Alpha Reliability test, which using the mean to find the most factor that influence customer satisfaction, Pearson Correlation Analysis was used to the hypothesis. The study shows the results for the relationship between customer satisfactions only Compliance and Responsiveness are influence variables but for Assurance, Reliability, Tangibles and Empathy are not really affected by the dependent variables .. Meanwhile the results shows that Assurance has the highest mean which describe the customers prefer a good knowledge and courtesy of employees and their ability to inspire trust and confidence towards their customers. By using the CARTER model we can find the level of customers' satisfaction in services that Islamic banking serve towards their customer's.


Item Type: Thesis (Degree)
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Saad, Asmah
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Competition
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HG Finance > Banking
Divisions: Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration (Hons) Marketing
Keywords: Customer satisfaction, CARTER , Islamic bank , Kuala Lumpur, Malaysia
Date: December 2015
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