Element of service quality effect on customer satisfaction in Public Islamic Bank Berhad (PIBB) / Sharidah Abdull

• Main Author: Abdull, Sharidah
• Format: Student Project
• Language: English
• Published: 2011
• Subjects: Marketing; Market segmentation. Target marketing; Marketing research. Marketing research companies. Sales forecasting; Market surveys. Including brand choice. Brand loyalty; Malaysia
• Online Access: https://ir.uitm.edu.my/id/eprint/53882/1/53882.PDF; https://ir.uitm.edu.my/id/eprint/53882/

The purpose of this study is to examine the element of service quality that has relationship to customer satisfaction towards Islamic Banking Products offered by Public Islamic Bank Berhad (PIBB). In order to increase the business volume and company’s profit, the quality of service need to be improved and this research will help to identify the element of service quality that have directly influence the customer satisfaction in adopting the Islamic Banking product offered by PIBB. Therefore, the study has been conducted in PIBB, Pulau Pinang branch. Different background of respondent has been used in this study. Questionnaires in English and Bahasa Melayu have been distributed to 500 customers and the researcher managed to collect only 116 questionnaires from the respondents. Respondent were asked to rate their evaluation of element of service quality in order to meet their satisfaction. Hypotheses of the study were tested using SPSS tools. The finding with overall result indicated that the independent variable and dependent variable were excellent and the study supported the hypotheses of the study and were found to be significantly related to customer satisfaction