Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks : A Case Study in Bank Islam Malaysia Berhad (BIMB)

• Main Author: Shahril, Shafie
• Format: Thesis
• Language: English; English
• Published: 2003
• Subjects: HG Finance
• Online Access: http://etd.uum.edu.my/1137/1/SHAHRIL_B._SHAFIE.pdf; http://etd.uum.edu.my/1137/2/1.SHAHRIL_B._SHAFIE.pdf; http://etd.uum.edu.my/1137/

The operation of Islamic banks is derived from the Islamic Law and thus differs in spirit, cultural background and practice relative to conventional bank operations. Because of the strong competition, customer expectation to receive high quality services and quick changes of technology, Islamic banks must therefore strategically think of ways to provide high quality products and services to satisfy their customers. This study indicates that it is important for Islamic banks to put cultural differences at the front when adopting SQ, and using a new model to measure SQ called CARTER, which is based on 35 items. The study shows significant validity for all CARTER items that have appeared in both important items’ weights and percentages.