Blue ocean strategy on service quality in Islamic Banking Sector in Johor

• Main Author: Ja'afar, Ishaq
• Format: Thesis
• Language: English; English; English
• Published: 2019
• Subjects: HD28-70 Management. Industrial Management
• Online Access: http://eprints.uthm.edu.my/520/1/24p%20ISHAQ%20JA%27AFAR.pdf; http://eprints.uthm.edu.my/520/2/ISHAQ%20JA%27AFAR%20COPYRIGHT%20DECLARATION.pdf; http://eprints.uthm.edu.my/520/3/ISHAQ%20JA%27AFAR%20WATERMARK.pdf; http://eprints.uthm.edu.my/520/

Nowadays, exploiting new markets through the provision of quality services has become a key criterion for achieving competitiveness in the banking environment. Growth of Islamic Banks in Malaysia is to facilitate the business in terms of products and delivery of their services that comply with Islamic law. With more studies conducted on the quality of service related to customer satisfaction, little or no research exists in linking the values of Islamic services to competitive advantage. Therefore, the purpose of this study is to examine: the level of service quality in Islamic banks in the Johor region, the role of blue ocean strategy on competitive advantage, and the role of quality of Islamic services in competitive advantage. This study uses a sample of 250 responses at four of Malaysia's leading Islamic banks in which 243 valid responses were taken. The data collected were analyzed with the help of statistical package for social science (SPSS). The findings show a high level of service delivery among Islamic banks, with the CARTER model seen as an important dimension by their respective customers in Malaysian Islamic banks. Discoveries also show a significant relationship between: the blue ocean strategy and the competitive advantage and the quality of Islamic services on competitive advantage. The findings show that Malaysian Islamic banking customers are satisfied with the quality of service dependent on their respective banks that take care and understand, deliver services as promised, deliver prompt and Shariah-compliant services. Additionally, the study confirms that the provision of quality services with regard to Islamic religious beliefs will serve as a way of exploiting new markets thus offering competitiveness in the Malaysian banking sector in general.