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Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study

This study measures the perceptions of Islamic bank's red customers in Malaysia using CARTER a new model to measure service quality. The findings of this study show significant validity for d CARTER's 35 items and six dimensions in terms of their importance in both weights and percent...

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Bibliographic Details
Main Authors: Shahril Shafie, Wan Nursofiza Wan Azmi, Sudin Haron
Format: Article
Language:English
Published: Kolej Universiti Islam Malaysia 2012
Subjects:
Service quality
Islamic banking
Customer satisfaction
Carter
Online Access:http://ddms.usim.edu.my/handle/123456789/5299
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spelling my.usim-52992015-03-02T02:19:37Z Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study Shahril Shafie Wan Nursofiza Wan Azmi Sudin Haron Service quality Islamic banking Customer satisfaction Carter This study measures the perceptions of Islamic bank's red customers in Malaysia using CARTER a new model to measure service quality. The findings of this study show significant validity for d CARTER's 35 items and six dimensions in terms of their importance in both weights and percentage. Amongst all six dimensions included in the model, the compliance dimension was reported to be most important by BIMB's customers and a strong link between service quality and customer satisfactions does exist. Thus, this study shows the importance for Islamic banks to place cultural difference in front when adopting service quality. 2012-02-16T07:24:20Z 2012-02-16T07:24:20Z 2004 Article 1823075X http://ddms.usim.edu.my/handle/123456789/5299 en Vol 1, No.1 2004; Kolej Universiti Islam Malaysia
institution Universiti Sains Islam Malaysia
building USIM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universit Sains Islam i Malaysia
content_source USIM Institutional Repository
url_provider http://ddms.usim.edu.my/
language English
topic Service quality
Islamic banking
Customer satisfaction
Carter
spellingShingle Service quality
Islamic banking
Customer satisfaction
Carter
Shahril Shafie
Wan Nursofiza Wan Azmi
Sudin Haron
Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
description This study measures the perceptions of Islamic bank's red customers in Malaysia using CARTER a new model to measure service quality. The findings of this study show significant validity for d CARTER's 35 items and six dimensions in terms of their importance in both weights and percentage. Amongst all six dimensions included in the model, the compliance dimension was reported to be most important by BIMB's customers and a strong link between service quality and customer satisfactions does exist. Thus, this study shows the importance for Islamic banks to place cultural difference in front when adopting service quality.
format Article
author Shahril Shafie
Wan Nursofiza Wan Azmi
Sudin Haron
author_facet Shahril Shafie
Wan Nursofiza Wan Azmi
Sudin Haron
author_sort Shahril Shafie
title Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
title_short Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
title_full Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
title_fullStr Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
title_full_unstemmed Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
title_sort adopting and measuring customer service quality in islamic banks: a case study
publisher Kolej Universiti Islam Malaysia
publishDate 2012
url http://ddms.usim.edu.my/handle/123456789/5299
_version_ 1645151637601255424
score 13.2014675

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