Determinants of customer satisfaction towards Islamic credit card: a case study in Kuala Lumpur / Hasma Bibi Mat Junoh

Islamic credit card has been available in the market for some time since the issuance of the first Islamic credit card in Malaysia, the bank Islam card in the early 2000s. The introduction of the new Islamic credit card is increasingly competing to the conventional credit card which is generally accepted by the financial consumers in Malaysia. However, there are still unclear of the satisfaction level of the Islamic credit cardholders and whether does the Islamic credit cardholders reach or exceed the satisfaction level that of conventional credit cardholders. Both types of credit card issuing institutions cannot reach for the actual level of credit cardholders' satisfaction by solely based on their credit card holding data and thus cannot develop appropriate actions that should be taken in order to improve customer adoption and retention rate. This paper aims to analyse the customer satisfaction towards Islamic credit card. The quantitative study was applied for this research. The questionnaire was distributed to 200 Islamic credit card holders in Kuala Lumpur. In the conclusion, the results of analysis show that the customer satisfaction towards Islamic credit card only influenced by service quality and reliability. This research is useful for various parties, including customers, in finding out the benefits and features that Islamic credit card provided. Last but not least, this research also can be taken as guideline or reference for credit card issuing banks in knowing more details about the customers need and want in the future.