Customer satisfaction and service quality: a case study of Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM), Shah Alam, Selangor / Nur Alisha Nabila Mohammad Zain

The main objective of this study is to find the relationships between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB) at Universiti Teknologi MARA (UiTM) Shah Alam, Selangor. The study wanted to recognize the important elements in bank backgrounds, which may be used to review features of the banks as experienced by customers. No study has yet investigated the above-mentioned relationship at BIMB, UiTM Shah Alam. A literature review was conducted to find out the relationship between service quality and customer satisfaction. A survey was conducted to collect data. The sample size of 100 banking customers was described among students. The result shows that the service quality elements which are stated in this study are positively related to customer satisfaction in the banking settings at UiTM Shah Alam. This study suggests that service quality model also known as SERVQUAL is a suitable instrument for measuring the bank service quality. Thus, the instrument can be used by manager to assess the bank service quality at Universiti Teknologi MARA, Shah Alam, Selangor.