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The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail

Over the last three decades, the emergence of a strong Islamic movement has created a renewed interest in Islamic economics. Gradually, Islamic banking started to fame, and the Islamic banking system has gained momentum globally and is not restricted only to Islamic banks. As banks offer similar pro...

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Main Authors: Yusoff, Nur Athirah, Ismail, Mohammad
Format: Article
Language:English
Published: Academy of Contemporary Islamic Studies (ACIS), Universiti Teknologi MARA (UiTM) 2020
Subjects:
Consumer satisfaction
Customer services. Customer relations
Finance, Islamic
Online Access:http://ir.uitm.edu.my/id/eprint/42983/1/42983.pdf
http://ir.uitm.edu.my/id/eprint/42983/
https://jcis.uitm.edu.my
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spelling my.uitm.ir.429832021-03-08T06:31:43Z http://ir.uitm.edu.my/id/eprint/42983/ The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail Yusoff, Nur Athirah Ismail, Mohammad Consumer satisfaction Customer services. Customer relations Finance, Islamic Over the last three decades, the emergence of a strong Islamic movement has created a renewed interest in Islamic economics. Gradually, Islamic banking started to fame, and the Islamic banking system has gained momentum globally and is not restricted only to Islamic banks. As banks offer similar products and services, competition becomes intensifying; thus, customers' satisfaction will determine their competitiveness and success. This study aims to propose a framework to investigate how customers create their satisfaction toward Islamic banking products and services, thus moderating customer knowledge. Based on the existing literature gaps, the researcher proposes a dependent variable (Customer Satisfaction), independent variables (Service Quality and Product Quality), and moderator (Customer Knowledge). In this study, four hypotheses are developed to determine the relationship between customer satisfaction, customer knowledge, and determinant factors. The study adopts purposive sampling and apply the quantitative method by distributing a survey questionnaire to the Islamic bank's customers. The Statistical Package for the Social Sciences (SPSS) and Partial Least Square (PLS) is used to analyse the data. All the results aims to target consumers' satisfaction in Islamic banking. Service quality (accessibility and serviceability), product quality (conformance and perceived quality) use as factors of customer satisfaction in Islamic banking. This study shows that Islamic banks should enhance their quality to increase their products' satisfaction. Besides, Islamic banks should emphasize their products and educate common people that their products comply with Shariah principles. Academy of Contemporary Islamic Studies (ACIS), Universiti Teknologi MARA (UiTM) 2020 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/42983/1/42983.pdf Yusoff, Nur Athirah and Ismail, Mohammad (2020) The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail. Journal of Contempory Islamic Studies, 6 (2). ISSN ISSN 2289-9634 e-ISSN 0128-0902 https://jcis.uitm.edu.my
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 Consumer satisfaction
Customer services. Customer relations
Finance, Islamic
spellingShingle Consumer satisfaction
Customer services. Customer relations
Finance, Islamic
Yusoff, Nur Athirah
Ismail, Mohammad
The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail
description Over the last three decades, the emergence of a strong Islamic movement has created a renewed interest in Islamic economics. Gradually, Islamic banking started to fame, and the Islamic banking system has gained momentum globally and is not restricted only to Islamic banks. As banks offer similar products and services, competition becomes intensifying; thus, customers' satisfaction will determine their competitiveness and success. This study aims to propose a framework to investigate how customers create their satisfaction toward Islamic banking products and services, thus moderating customer knowledge. Based on the existing literature gaps, the researcher proposes a dependent variable (Customer Satisfaction), independent variables (Service Quality and Product Quality), and moderator (Customer Knowledge). In this study, four hypotheses are developed to determine the relationship between customer satisfaction, customer knowledge, and determinant factors. The study adopts purposive sampling and apply the quantitative method by distributing a survey questionnaire to the Islamic bank's customers. The Statistical Package for the Social Sciences (SPSS) and Partial Least Square (PLS) is used to analyse the data. All the results aims to target consumers' satisfaction in Islamic banking. Service quality (accessibility and serviceability), product quality (conformance and perceived quality) use as factors of customer satisfaction in Islamic banking. This study shows that Islamic banks should enhance their quality to increase their products' satisfaction. Besides, Islamic banks should emphasize their products and educate common people that their products comply with Shariah principles.
format Article
author Yusoff, Nur Athirah
Ismail, Mohammad
author_facet Yusoff, Nur Athirah
Ismail, Mohammad
author_sort Yusoff, Nur Athirah
title The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail
title_short The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail
title_full The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail
title_fullStr The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail
title_full_unstemmed The impact of service quality and product quality towards customers satisfaction in Islamic banking: the moderating role of customer knowledge / Nur Athirah Yusoff and Mohammad Ismail
title_sort impact of service quality and product quality towards customers satisfaction in islamic banking: the moderating role of customer knowledge / nur athirah yusoff and mohammad ismail
publisher Academy of Contemporary Islamic Studies (ACIS), Universiti Teknologi MARA (UiTM)
publishDate 2020
url http://ir.uitm.edu.my/id/eprint/42983/1/42983.pdf
http://ir.uitm.edu.my/id/eprint/42983/
https://jcis.uitm.edu.my
_version_ 1693728932783718400
score 13.211869

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