Customer's expectation on service quality of Islamic banks: a case study in Bandar Tun Abdul Razak Jengka, Pahang / Ahmad Da'iyan Ahmad Nizam

Banking system nowadays seems to be very important to all of us. It is a part of economic activity. Almost all country in this world has their owned bank that run to help the country economically. So, each and every bank that is existed in this world wants to give their contribution to the surrounding economies other than thinking the profitability factor. So, all the banks want to give their best service to be served to their customer. Before the existing of the Islamic banking there was only conventional banking institution in this country and even in the world. "Ihe conventional banking institutions has no competition with the Islamic banking system, they just compete with each other. The Muslims also has no choice to choose because there is no Islamic banking institutions existed. So, the users choose to be the customer of conventional banking institutions. Nowadays, we can see many existing of the Islamic institution in this country and even in this world. Actually, our beloved country, Malaysia is among the first country in this world whose has started the Islamic banking institutions with the systematic of the products, system and organizations. So, today we can proudly said that many country's eyes in this world are looking forward in developing their Islamic banking system and they make country to be their reference. So, today there are actually two banking system had existed, the Islamic banking system and the conventional banking system. There are also many banks that exist in this world. So, the competition among the banks is high. Therefore, the banks will try to provide the best service to their customer. Well, in this study the researcher will focuses to the customer's expectation of service quality in Islamic banking.