Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]
Islamic banking scheme (IBS) was officially introduced by Bank Negara Malaysia on March 4 1993. Though many studies had been done on IBS in Malaysia but the studies on customer satisfaction are still new and lacking. This research is designed to identify determinants of customer satisfaction and cri...
| Main Authors: | , , |
|---|---|
| Format: | Research Reports |
| Language: | English |
| Published: |
Institute of Research Management & Innovation
2005
|
| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/19047/1/LP_NOOR%20SALIZA%20ZAINAL%20IRMI%20K%2005_5.pdf |
| _version_ | 1825735144065990656 |
|---|---|
| author | Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli |
| author_facet | Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli |
| author_sort | Mohd. Yusof, Zulkafli |
| collection | UITM |
| description | Islamic banking scheme (IBS) was officially introduced by Bank Negara Malaysia on March 4 1993. Though many studies had been done on IBS in Malaysia but the studies on customer satisfaction are still new and lacking. This research is designed to identify determinants of customer satisfaction and criteria to select an Islamic bank. The research also determines the differences in customer satisfaction and selection criteria between various customer profiles. This is an empirical research involving two hundred commercial-customers from four selected IBS in Sungai Petani, Alor Star and Kulim. A set questionnaire was distributed to the respective respondents. The data collected was analysed using techniques of frequency distributions, t-test, ANOVA, Kruskal-Wallis and Spearman’s rho rank correlation of Statistical Package for Social Sciences (SPSS) version 12.0. The study found four important results, first, there are ten determinants of customer satisfaction in IBS i.e customer deposits, financing facilities, other products / services, counter service, extra service, bank management, bank staff, advertisement, efficient advice and bank facilities. Second, there are eight criteria to select an Islamic bank, i.e recommendation, confidence, bank image / appearance, bank’s personnel, rate of return, belief and reason, and products offered. Third, there is no difference in satisfaction in IBS across customer profiles except Islamic banks and branches. Finally, there is no difference in selection criteria for an Islamic bank across customer profiles except Islamic banks, branches and occupations. Further research on satisfaction in IBS should be comprehensive, incorporate a larger scope and sample. A comparative study between all IBS banks must be done in order to broaden the generalization of the research findings. |
| first_indexed | 2024-03-06T01:42:38Z |
| format | Research Reports |
| id | oai:ir.uitm.edu.my:19047 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T01:42:38Z |
| publishDate | 2005 |
| publisher | Institute of Research Management & Innovation |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:190472019-03-28T07:11:33Z https://ir.uitm.edu.my/id/eprint/19047/ Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli Customer services. Customer relations Banking Islamic banking scheme (IBS) was officially introduced by Bank Negara Malaysia on March 4 1993. Though many studies had been done on IBS in Malaysia but the studies on customer satisfaction are still new and lacking. This research is designed to identify determinants of customer satisfaction and criteria to select an Islamic bank. The research also determines the differences in customer satisfaction and selection criteria between various customer profiles. This is an empirical research involving two hundred commercial-customers from four selected IBS in Sungai Petani, Alor Star and Kulim. A set questionnaire was distributed to the respective respondents. The data collected was analysed using techniques of frequency distributions, t-test, ANOVA, Kruskal-Wallis and Spearman’s rho rank correlation of Statistical Package for Social Sciences (SPSS) version 12.0. The study found four important results, first, there are ten determinants of customer satisfaction in IBS i.e customer deposits, financing facilities, other products / services, counter service, extra service, bank management, bank staff, advertisement, efficient advice and bank facilities. Second, there are eight criteria to select an Islamic bank, i.e recommendation, confidence, bank image / appearance, bank’s personnel, rate of return, belief and reason, and products offered. Third, there is no difference in satisfaction in IBS across customer profiles except Islamic banks and branches. Finally, there is no difference in selection criteria for an Islamic bank across customer profiles except Islamic banks, branches and occupations. Further research on satisfaction in IBS should be comprehensive, incorporate a larger scope and sample. A comparative study between all IBS banks must be done in order to broaden the generalization of the research findings. Institute of Research Management & Innovation 2005-03 Research Reports NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/19047/1/LP_NOOR%20SALIZA%20ZAINAL%20IRMI%20K%2005_5.pdf Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.]. (2005) [Research Reports] (Unpublished) |
| spellingShingle | Customer services. Customer relations Banking Mohd. Yusof, Zulkafli Hashim, Marwan Hassan, Rosli Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] |
| title | Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] |
| title_full | Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] |
| title_fullStr | Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] |
| title_full_unstemmed | Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] |
| title_short | Commercial - customers satisfaction in Islamic banking scheme : a case study in Kedah / Noorsaliza Zainal, Zulkafli Mohd. Yusof, Marwan Hashim... [et.al.] |
| title_sort | commercial customers satisfaction in islamic banking scheme a case study in kedah noorsaliza zainal zulkafli mohd yusof marwan hashim et al |
| topic | Customer services. Customer relations Banking |
| url | https://ir.uitm.edu.my/id/eprint/19047/1/LP_NOOR%20SALIZA%20ZAINAL%20IRMI%20K%2005_5.pdf |
| work_keys_str_mv | AT mohdyusofzulkafli commercialcustomerssatisfactioninislamicbankingschemeacasestudyinkedahnoorsalizazainalzulkaflimohdyusofmarwanhashimetal AT hashimmarwan commercialcustomerssatisfactioninislamicbankingschemeacasestudyinkedahnoorsalizazainalzulkaflimohdyusofmarwanhashimetal AT hassanrosli commercialcustomerssatisfactioninislamicbankingschemeacasestudyinkedahnoorsalizazainalzulkaflimohdyusofmarwanhashimetal |