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

• 발행기관: 한국유통과학회
• 저자명: Abdo Yousef Qaid SAAD Amer M Alhusini ALSHEHRI
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 8 No.5, 413~420쪽, 전체 8쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2021.05.30

영문 초록

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.

목차

1. Introduction

2. Literature Review

3. Methodology

4. Results

5. Conclusion

키워드

Services Quality Islamic Banking Customer Satisfaction Assurance Malaysia