dc.rights.license |
DOAJ Gold |
|
dc.date.accessioned |
2021-06-03T08:20:31Z |
|
dc.date.available |
2021-06-03T08:20:31Z |
|
dc.date.issued |
2020 |
|
dc.identifier.issn |
2147-9054 |
|
dc.identifier.uri |
www.doi.org/10.26414/A068 |
|
dc.identifier.uri |
https://hdl.handle.net/20.500.12619/95199 |
|
dc.description |
Bu yayın 06.11.1981 tarihli ve 17506 sayılı Resmî Gazete’de yayımlanan 2547 sayılı Yükseköğretim Kanunu’nun 4/c, 12/c, 42/c ve 42/d maddelerine dayalı 12/12/2019 tarih, 543 sayılı ve 05 numaralı Üniversite Senato Kararı ile hazırlanan Sakarya Üniversitesi Açık Bilim ve Açık Akademik Arşiv Yönergesi gereğince açık akademik arşiv sistemine açık erişim olarak yüklenmiştir. |
|
dc.description.abstract |
Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is a strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers' needs for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangibles, reliability, responsiveness, assurance and empathy known as CARTER model however, majority of these studies have not been conducted for Malaysia. The few studies that were conducted for Malaysia used only descriptive statistics and their sample sizes were small. Hence, this study addresses this gap by conducting the survey in Klang valley region which includes Kuala Lumpur, Gombak and Shah Alam. The method was carried out by conducting a survey of 300 respondents. Data is analyzed using factor analysis and multiple regressions to measure the relationship between the variables. The results indicated that compliance, reliability, and empathy have a positive relationship with customer satisfaction and are significant while assurance, tangibility, and responsiveness are insignificant. Hence, practitioners can emphasize on the three significant factors in improving their service quality. The academicians can benefit by conducting further research into this body of knowledge. |
|
dc.language |
English |
|
dc.language.iso |
İngilizce |
|
dc.publisher |
RESEARCH CENTER ISLAMIC ECONOMICS-IKAM |
|
dc.relation.isversionof |
10.26414/A068 |
|
dc.rights |
info:eu-repo/semantics/openAccess |
|
dc.subject |
CUSTOMER SATISFACTION |
|
dc.subject |
Service Quality |
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dc.subject |
Customer Satisfaction |
|
dc.subject |
Islamic Banks |
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dc.subject |
Shariah Compliance |
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dc.subject |
Empirical Study |
|
dc.title |
Service Quality in Malaysian Islamic Banks: An Empirical Study |
|
dc.type |
Article |
|
dc.contributor.authorID |
Fodol, Mohamed Zakaria/0000-0002-8935-4846 |
|
dc.identifier.volume |
7 |
|
dc.identifier.startpage |
13 |
|
dc.identifier.endpage |
42 |
|
dc.relation.journal |
TURKISH JOURNAL OF ISLAMIC ECONOMICS-TUJISE |
|
dc.identifier.issue |
1 |
|
dc.identifier.wos |
WOS:000519570400002 |
|
dc.identifier.doi |
10.26414/A068 |
|
dc.identifier.eissn |
2148-3809 |
|
dc.contributor.author |
Razak, Dzuljastri bin Abdul |
|
dc.contributor.author |
Fodol, Mohamed Zakaria |
|
dc.contributor.author |
Jama, Ahmed Abdilahi |
|
dc.contributor.author |
Burhan, Ali Ahmad |
|
dc.relation.publicationcategory |
Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı |
|