Customer satisfaction on Bank Islam services among UUM students

• Main Authors: Vellasamy @ Veluraj, Baalaambika, Ab Manah, Noor Azimah, Abd Aziz, Siti Nursaratul Massitah, Abdul Razhim, Qamarul, Yong, Jolene, Othman, Abdul Aziz
• Format: Conference or Workshop Item
• Language: English
• Published: 2017
• Subjects: HF Commerce
• Online Access: http://repo.uum.edu.my/22688/1/STML%E2%80%93Go%20Green%202016%20887%20895.pdf; http://repo.uum.edu.my/22688/; http://stmlportal.net/stmlgogreen2016/pdf/p887.pdf

Bank Islam is one of the major banks that provide banking transaction and ATM services for users’ convenience in UUM.In view of the changing in policy lately, some of the services had caused confusions among many users, especially students. Thus, it is highly critical that a study that investigates customer satisfaction issues on Bank Islam among UUM students is conducted.This article reflects outcomes in view of the objective which is to analyze the level of customer satisfactions based on gender and races towards services provided by Bank Islam in UUM. A sample of 100 UUM Route C students was chosen to be the respondents. The questionnaire developed for this study was based on the SERVQUAL model that identify the influence of five dimensions (i.e. tangibility, responsibility, reliability, assurance and empathy) in banking service environment on customer satisfaction.The outcomes of this study were analysed and it is expected that this study could provide a critical information to Bank Islam.