Please use this identifier to cite or link to this item: http://ddms.usim.edu.my:80/jspui/handle/123456789/5299
Title: Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
Authors: Shahril Shafie
Wan Nursofiza Wan Azmi
Sudin Haron
Keywords: Service quality
Islamic banking
Customer satisfaction
Carter
Issue Date: 2004
Publisher: Kolej Universiti Islam Malaysia
Series/Report no.: Vol 1, No.1 2004;
Abstract: This study measures the perceptions of Islamic bank's red customers in Malaysia using CARTER a new model to measure service quality. The findings of this study show significant validity for d CARTER's 35 items and six dimensions in terms of their importance in both weights and percentage. Amongst all six dimensions included in the model, the compliance dimension was reported to be most important by BIMB's customers and a strong link between service quality and customer satisfactions does exist. Thus, this study shows the importance for Islamic banks to place cultural difference in front when adopting service quality.
URI: http://ddms.usim.edu.my/handle/123456789/5299
ISSN: 1823075X
Appears in Collections:JMIFR - Vol. 1, No. 1, 2004

Files in This Item:
File Description SizeFormat 
JMIFR - Vol 1, No.1 2004 - Part 5.pdf21.58 MBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.