Measurements of Service Quality of Islamic Banking in Malaysia: A Non-Malaysian Customers' Perspective

被引:4
作者
Saad, Abdo Yousef Qaid [1 ]
Alshehri, Amer M. Alhusini [2 ]
机构
[1] Istanbul Univ, Inst Social Sci, Dept Islamic Econ & Finance, Istanbul, Turkey
[2] King Khalid Univ, Coll Business, Dept Accounting, Abha 62529, Saudi Arabia
来源
JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS | 2021年 / 8卷 / 05期
关键词
Services Quality; Islamic Banking; Customer Satisfaction; Assurance; Malaysia; MULTIPLE-ITEM SCALE; CONSUMER PERCEPTIONS; SATISFACTION; IMPACT; MODEL;
D O I
10.13106/jafeb.2021.vol8.no5.0413
中图分类号
F [经济];
学科分类号
02 ;
摘要
The study aims to measures the service quality of Islamic banking in Malaysia from non-Malaysian customers' perspective based on the six different dimensions of the SERVQUAL model, namely, Shariah, assurance, reliability, tangibles, empathy and responsiveness. This study surveyed 100 non-Malaysian respondents from 25 different countries who have first-hand experience with Islamic banking services in Malaysia. The collected data were analysed by using the SPSS v23 for reliability analysis and descriptive statistics. The results indicates that customers' impressions of Islamic banks' service quality in Malaysia did not meet their standards. The independent variables, namely, compliance, assurance, reliability and empathy have positively affected customer satisfaction, while two dimensions, namely, tangibility and responsiveness does not significantly influence non-Malaysian customer satisfaction in the Islamic banking system in Malaysia. The findings of the study suggested that the Islamic banks should develop and obey the customer perception's policy by following customers' expectations and the results are also expected to include recommendations for improving the level of satisfaction of the Islamic banking system's foreign clients in Malaysia. Since this study was limited to Islamic banks in Malaysia, the findings may not be applicable to other traditional banks.
引用
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页码:413 / 420
页数:8
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