A study on service quality and customer satisfaction at Bank Islam in UUM

• Main Authors: Ong, Hoey Chuen, Mohd Asaad, Mohd Norhasni
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2020
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/28442/1/STMLGG%2001%2040%202020%20136-138.pdf; http://repo.uum.edu.my/28442/

In today’s competitive banking, delivering quality service to customers is a must for success and survival. The services that provided by the bank are required to improve according to the demand of the user of their bank. Bank Islam is the first Islamic bank in Malaysia, since the full-fledged Islamic banking institution with more than four million customers, with this present amount of customer, the quality of the company is highly needed to improve. The main purpose of this study is to investigate the customer satisfaction of the UUM student toward the service that provide by the Bank Islam. The independent variable is service quality (tangibles, reliability, responsiveness, assurance, and empathy), while dependent variable is the customer satisfaction at Bank Islam. A survey was conducted through a set of questionnaires and was distributed to the UUM's students through online distribution. A total of 280 respondents involved in the study. Statistical Package for Social Science (SPSS) was used for data analysis. The study used correlation analysis, regression analysis and mean analysis to examine the relationship among all the variables. The results show that all five independent variables have the significant and positive relationship with customer satisfaction among UUM students.