Student satisfaction towards quality service at Islamic banking in Malaysia

• Main Authors: Nik Muhammad Adam Baihaqi Abdul Aziz, Noor Syahirah Ghazali, Nor Atilah Asim, Nor Aziemah Che Ya
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2022
• Online Access: http://discol.umk.edu.my/id/eprint/3627/1/Group%2014.pdf; http://discol.umk.edu.my/id/eprint/3627/

In summary the results of this study have proven that there is a positive relationship between service quality and student satisfaction in five variables studied although only two have been proven to be significant namely tangible and reliability. The practitioners can make use of these three variables to strengthen their marketing strategy by ensuring that the needs and wants of the customers are met. Malaysia has a large population of Muslims yet Islamic banks have been able to attract non-Muslim customers as well. More specifically, both the Muslim and non-Muslim customers value the same traits when selecting their banks. Additionally, the management of Islamic banking is also advised to describe or provide a clear description to the customers about the modus operandi used for every product offered so that customers could understand the products clearly. This is because there are some customers who utilize the Islamic banking solely due to the religion factor without clearly understanding the modus operandi behind the promotion of the product, thus causing the compliance factor to influence the satisfaction level in a negative way. Preferably, the compliance factor should positively influence the level of customer satisfaction. Furthermore, other service quality elements should not be ignored as all these show an important and significant relationship with customer satisfaction level based on the correlation analysis conducted. To conclude, it is hoped that the findings of this study will help to create awareness for Islamic banking in improving and upgrading the service quality offered. This is because high quality services can enhance customer satisfaction which is an asset for banks to compete in this competitive industry.