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The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin

Service quality is an important indicator of customer satisfaction and therefore it has been identified as a key determinant of the intention to use a service. The objective of this paper to identify the relationship of service quality namely compliance, tangibility, reliability, responsiveness, ass...

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Main Author: Hussin, Rizal
Format: Student Project
Language:English
Published: 2013
Subjects:
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Banking
Finance, Islamic
Online Access:https://ir.uitm.edu.my/id/eprint/69267/1/69267.pdf
https://ir.uitm.edu.my/id/eprint/69267/
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spelling my.uitm.ir.692672022-11-14T06:59:08Z https://ir.uitm.edu.my/id/eprint/69267/ The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin Hussin, Rizal Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Banking Finance, Islamic Service quality is an important indicator of customer satisfaction and therefore it has been identified as a key determinant of the intention to use a service. The objective of this paper to identify the relationship of service quality namely compliance, tangibility, reliability, responsiveness, assurance, and empathy towards customer satisfaction of Islamic banking sector. The survey of this study were conducted at Bank Rakyat, Batu Pahat, Johor, where data were collected by distributed 150 questionnaire to the respondent who are attend and using services in Bank Rakyat. The Pearson correlation and descriptive analysis are analyzed are used in order to measure the strength of relationship between service quality and customer satisfaction by using SPSS tools. The variable independent of these studies which are compliance tangibles, reliability, responsiveness, assurance, and empathy (service quality). The variable dependent of this study is customer satisfaction. The expected result for this study is a positive and significant relationship between service quality and customer satisfaction. 2013 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/69267/1/69267.pdf The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin. (2013) [Student Project]
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 behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Banking
Finance, Islamic
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Banking
Finance, Islamic
Hussin, Rizal
The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin
description Service quality is an important indicator of customer satisfaction and therefore it has been identified as a key determinant of the intention to use a service. The objective of this paper to identify the relationship of service quality namely compliance, tangibility, reliability, responsiveness, assurance, and empathy towards customer satisfaction of Islamic banking sector. The survey of this study were conducted at Bank Rakyat, Batu Pahat, Johor, where data were collected by distributed 150 questionnaire to the respondent who are attend and using services in Bank Rakyat. The Pearson correlation and descriptive analysis are analyzed are used in order to measure the strength of relationship between service quality and customer satisfaction by using SPSS tools. The variable independent of these studies which are compliance tangibles, reliability, responsiveness, assurance, and empathy (service quality). The variable dependent of this study is customer satisfaction. The expected result for this study is a positive and significant relationship between service quality and customer satisfaction.
format Student Project
author Hussin, Rizal
author_facet Hussin, Rizal
author_sort Hussin, Rizal
title The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin
title_short The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin
title_full The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin
title_fullStr The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin
title_full_unstemmed The relationship between service quality and customer satisfaction of Islamic banking sector (a case study in Bank Rakyat, Batu Pahat, Johor) / Rizal Hussin
title_sort relationship between service quality and customer satisfaction of islamic banking sector (a case study in bank rakyat, batu pahat, johor) / rizal hussin
publishDate 2013
url https://ir.uitm.edu.my/id/eprint/69267/1/69267.pdf
https://ir.uitm.edu.my/id/eprint/69267/
_version_ 1751539941815353344
score 13.211869

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