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The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair

The goal of this study is to identify the effects of service quality towards customer satisfaction at Islamic bank in Jalan Tun Ismail Kuantan, Pahang. The study also aims to examine the relationship between service quality (Reliability, Tangibility, and Responsiveness) and customer satisfaction, to...

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Main Author: Mohd Zubair, Faresya Zunaida
Format: Student Project
Language:English
Published: Faculty of Business and Management 2015
Subjects:
Islam and economics
Banking
Finance, Islamic
Online Access:http://ir.uitm.edu.my/id/eprint/26516/1/26516.pdf
http://ir.uitm.edu.my/id/eprint/26516/
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spelling my.uitm.ir.265162020-06-01T01:38:33Z http://ir.uitm.edu.my/id/eprint/26516/ The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair Mohd Zubair, Faresya Zunaida Islam and economics Banking Finance, Islamic The goal of this study is to identify the effects of service quality towards customer satisfaction at Islamic bank in Jalan Tun Ismail Kuantan, Pahang. The study also aims to examine the relationship between service quality (Reliability, Tangibility, and Responsiveness) and customer satisfaction, to investigate the most influencing factor of service quality (Reliability, Tangibility, and Responsiveness) towards customer satisfaction and to know the best service quality (Reliability, Tangibility, and Responsiveness) provided at Islamic Bank in Kuantan area. A sample of 103 banking customers was drawn from Islamic bank in Jalan Tun Ismail. The questionnaire was developed for this study was based on SERVQUAL model that identified the influence three from five dimensions (reliability, tangibility and responsiveness) in banking service environments on customer satisfaction. The results indicate that the three of SERVQUAL dimensions have a positive influence on customer satisfaction. Responsiveness was more significant in contributing to customer satisfaction in Jalan Tun Ismail area while reliability follows after and tangibility was the least significant. Faculty of Business and Management 2015 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/26516/1/26516.pdf Mohd Zubair, Faresya Zunaida (2015) The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Islam and economics
Banking
Finance, Islamic
spellingShingle Islam and economics
Banking
Finance, Islamic
Mohd Zubair, Faresya Zunaida
The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair
description The goal of this study is to identify the effects of service quality towards customer satisfaction at Islamic bank in Jalan Tun Ismail Kuantan, Pahang. The study also aims to examine the relationship between service quality (Reliability, Tangibility, and Responsiveness) and customer satisfaction, to investigate the most influencing factor of service quality (Reliability, Tangibility, and Responsiveness) towards customer satisfaction and to know the best service quality (Reliability, Tangibility, and Responsiveness) provided at Islamic Bank in Kuantan area. A sample of 103 banking customers was drawn from Islamic bank in Jalan Tun Ismail. The questionnaire was developed for this study was based on SERVQUAL model that identified the influence three from five dimensions (reliability, tangibility and responsiveness) in banking service environments on customer satisfaction. The results indicate that the three of SERVQUAL dimensions have a positive influence on customer satisfaction. Responsiveness was more significant in contributing to customer satisfaction in Jalan Tun Ismail area while reliability follows after and tangibility was the least significant.
format Student Project
author Mohd Zubair, Faresya Zunaida
author_facet Mohd Zubair, Faresya Zunaida
author_sort Mohd Zubair, Faresya Zunaida
title The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair
title_short The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair
title_full The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair
title_fullStr The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair
title_full_unstemmed The effect of service quality towards customer satisfaction of Islamic bank in Kuantan Pahang / Faresya Zunaida Mohd Zubair
title_sort effect of service quality towards customer satisfaction of islamic bank in kuantan pahang / faresya zunaida mohd zubair
publisher Faculty of Business and Management
publishDate 2015
url http://ir.uitm.edu.my/id/eprint/26516/1/26516.pdf
http://ir.uitm.edu.my/id/eprint/26516/
_version_ 1685650145897611264
score 13.211869

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