Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar

• Main Author: Anuwar, Nur Insyirah
• Format: Student Project
• Language: English
• Published: Faculty of Business Management 2017
• Subjects: Customer services. Customer relations; Banking
• Online Access: http://ir.uitm.edu.my/id/eprint/25092/1/PPb_NUR%20INSYIRAH%20ANUWAR%20J%20BM17_5.pdf; http://ir.uitm.edu.my/id/eprint/25092/

This paper is conducted to identify the relationship between service quality and customer satisfaction in the Bank Islam Malaysia Berhad (BIMB), Segamat, Johor. This study employed an improved SERQUAL model by developing a unique dimension of compliance in the context of service Islamic bank indus...