A study on service quality and customer satisfaction at Bank Islam in UUM
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 Islam...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universiti Utara Malaysia
2020
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| Online Access: | https://repo.uum.edu.my/id/eprint/28442/1/STMLGG%2001%2040%202020%20136-138.pdf |
| _version_ | 1803629470265901056 |
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| author | Ong, Hoey Chuen Mohd Asaad, Mohd Norhasni |
| author_facet | Ong, Hoey Chuen Mohd Asaad, Mohd Norhasni |
| author_sort | Ong, Hoey Chuen |
| collection | UUM |
| description | 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. |
| first_indexed | 2024-07-04T06:38:22Z |
| format | Article |
| id | uum-28442 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:38:22Z |
| publishDate | 2020 |
| publisher | Universiti Utara Malaysia |
| record_format | dspace |
| spelling | uum-284422021-12-05T02:35:21Z https://repo.uum.edu.my/id/eprint/28442/ A study on service quality and customer satisfaction at Bank Islam in UUM Ong, Hoey Chuen Mohd Asaad, Mohd Norhasni HD28 Management. Industrial Management 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. Universiti Utara Malaysia 2020 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/28442/1/STMLGG%2001%2040%202020%20136-138.pdf Ong, Hoey Chuen and Mohd Asaad, Mohd Norhasni (2020) A study on service quality and customer satisfaction at Bank Islam in UUM. Symposium on Technology Management and Logistics (STML Go Green) 2019: Operations Management, Volume 1, 1 (40). pp. 136-138. ISSN eISBN 978-967-2296-23-4 |
| spellingShingle | HD28 Management. Industrial Management Ong, Hoey Chuen Mohd Asaad, Mohd Norhasni A study on service quality and customer satisfaction at Bank Islam in UUM |
| title | A study on service quality and customer satisfaction at Bank Islam in UUM |
| title_full | A study on service quality and customer satisfaction at Bank Islam in UUM |
| title_fullStr | A study on service quality and customer satisfaction at Bank Islam in UUM |
| title_full_unstemmed | A study on service quality and customer satisfaction at Bank Islam in UUM |
| title_short | A study on service quality and customer satisfaction at Bank Islam in UUM |
| title_sort | study on service quality and customer satisfaction at bank islam in uum |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/28442/1/STMLGG%2001%2040%202020%20136-138.pdf |
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