The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin

Service quality is an important indicator of customer satisfaction and therefore it has been identified as a key determinant of the intention to use a service. The objective of this paper to identify the relationship of service quality namely compliance, tangibility, reliability, responsiveness, assurance, and empathy towards customer satisfaction of Islamic banking sector. The survey of this study were conducted at Bank Rakyat, Batu Pahat, Johor, where data were collected by distributed 150 questionnaire to the respondent who are attend and using services in Bank Rakyat. The Pearson correlation and descriptive analysis are analyzed are used in order to measure the strength of relationship between service quality and customer satisfaction by using SPSS tools. The variable independent of these studies which are compliance tangibles, reliability, responsiveness, assurance, and empathy (service quality). The variable dependent of this study is customer satisfaction. The expected result for this study is a positive and significant relationship between service quality and customer satisfaction.