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Service quality perceptions between cooperative and Islamic banks of Britain

Problem statement: The objectives of this study were to determine mean comparison all 6 dimensions between Cooperative Bank (CB) and Islamic Bank of Britain (IBB) in Leicestershire, United Kingdom, to compare the ranking for CB and IBB based on the customers preference and lastly to identify the sim...

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Main Authors: Sadek, Daing Maruak, Zainal, Noor Saliza, Mohd Taher, Muhammad Saiful Islami, Yahya, Ahmad Fauzi, Shaharudin, Mohd Rizaimy, Noordin, Nazni, Zakaria, Zaherawati, Jusoff, Kamaruzaman
Format: Article
Language:English
Published: Science Publications 2010
Online Access:http://psasir.upm.edu.my/id/eprint/16682/1/ajebasp.2010.1.5.pdf
http://psasir.upm.edu.my/id/eprint/16682/
http://thescipub.com/abstract/10.3844/ajebasp.2010.1.5
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spelling my.upm.eprints.166822017-12-04T07:43:27Z http://psasir.upm.edu.my/id/eprint/16682/ Service quality perceptions between cooperative and Islamic banks of Britain Sadek, Daing Maruak Zainal, Noor Saliza Mohd Taher, Muhammad Saiful Islami Yahya, Ahmad Fauzi Shaharudin, Mohd Rizaimy Noordin, Nazni Zakaria, Zaherawati Jusoff, Kamaruzaman Problem statement: The objectives of this study were to determine mean comparison all 6 dimensions between Cooperative Bank (CB) and Islamic Bank of Britain (IBB) in Leicestershire, United Kingdom, to compare the ranking for CB and IBB based on the customers preference and lastly to identify the similarities between CB and IBB based on customer preference. Approach: A sample of retail banking customers from CB and IBB was surveyed through a set of questionnaires. The proposed scale is called SERVQUAL and comprises 33 items named ‘CARTER’ with six dimensions (Compliance, Assurance, Reliability, Tangible, Empathy and Responsiveness), which customized for suitability of CB and IBB. The data was analyzed based on SPSS. Results: The study indicated that the mean comparison for all 6 dimensions were compared and shown that the Compliance issues were very important for IBB customers, while the same cannot be mentioned for the CB customers, who gave more importance to Empathy and Responsiveness. On the other hand, the highest ranked between IBB and CB were found, where the customers of IBB chose No interest paid nor taken on saving and loan as a preferred items and CB customers more preferred to chose Run on ethical value as the highest rank. The results also demonstrated that the similarities were found where almost of the items in Assurance have a similar ranking in both of banks. Conclusion/Recommendations: Future research should be conducted with a big number of respondents to ensure the representative and conclusive finding. Next, the new research needs to increase a number of banks to obtain the good result. Science Publications 2010 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/16682/1/ajebasp.2010.1.5.pdf Sadek, Daing Maruak and Zainal, Noor Saliza and Mohd Taher, Muhammad Saiful Islami and Yahya, Ahmad Fauzi and Shaharudin, Mohd Rizaimy and Noordin, Nazni and Zakaria, Zaherawati and Jusoff, Kamaruzaman (2010) Service quality perceptions between cooperative and Islamic banks of Britain. American Journal of Economics and Business Administration, 2 (1). pp. 1-5. ISSN 1945-5488; ESSN: 1945-5496 http://thescipub.com/abstract/10.3844/ajebasp.2010.1.5 10.3844/ajebasp.2010.1.5
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Problem statement: The objectives of this study were to determine mean comparison all 6 dimensions between Cooperative Bank (CB) and Islamic Bank of Britain (IBB) in Leicestershire, United Kingdom, to compare the ranking for CB and IBB based on the customers preference and lastly to identify the similarities between CB and IBB based on customer preference. Approach: A sample of retail banking customers from CB and IBB was surveyed through a set of questionnaires. The proposed scale is called SERVQUAL and comprises 33 items named ‘CARTER’ with six dimensions (Compliance, Assurance, Reliability, Tangible, Empathy and Responsiveness), which customized for suitability of CB and IBB. The data was analyzed based on SPSS. Results: The study indicated that the mean comparison for all 6 dimensions were compared and shown that the Compliance issues were very important for IBB customers, while the same cannot be mentioned for the CB customers, who gave more importance to Empathy and Responsiveness. On the other hand, the highest ranked between IBB and CB were found, where the customers of IBB chose No interest paid nor taken on saving and loan as a preferred items and CB customers more preferred to chose Run on ethical value as the highest rank. The results also demonstrated that the similarities were found where almost of the items in Assurance have a similar ranking in both of banks. Conclusion/Recommendations: Future research should be conducted with a big number of respondents to ensure the representative and conclusive finding. Next, the new research needs to increase a number of banks to obtain the good result.
format Article
author Sadek, Daing Maruak
Zainal, Noor Saliza
Mohd Taher, Muhammad Saiful Islami
Yahya, Ahmad Fauzi
Shaharudin, Mohd Rizaimy
Noordin, Nazni
Zakaria, Zaherawati
Jusoff, Kamaruzaman
spellingShingle Sadek, Daing Maruak
Zainal, Noor Saliza
Mohd Taher, Muhammad Saiful Islami
Yahya, Ahmad Fauzi
Shaharudin, Mohd Rizaimy
Noordin, Nazni
Zakaria, Zaherawati
Jusoff, Kamaruzaman
Service quality perceptions between cooperative and Islamic banks of Britain
author_facet Sadek, Daing Maruak
Zainal, Noor Saliza
Mohd Taher, Muhammad Saiful Islami
Yahya, Ahmad Fauzi
Shaharudin, Mohd Rizaimy
Noordin, Nazni
Zakaria, Zaherawati
Jusoff, Kamaruzaman
author_sort Sadek, Daing Maruak
title Service quality perceptions between cooperative and Islamic banks of Britain
title_short Service quality perceptions between cooperative and Islamic banks of Britain
title_full Service quality perceptions between cooperative and Islamic banks of Britain
title_fullStr Service quality perceptions between cooperative and Islamic banks of Britain
title_full_unstemmed Service quality perceptions between cooperative and Islamic banks of Britain
title_sort service quality perceptions between cooperative and islamic banks of britain
publisher Science Publications
publishDate 2010
url http://psasir.upm.edu.my/id/eprint/16682/1/ajebasp.2010.1.5.pdf
http://psasir.upm.edu.my/id/eprint/16682/
http://thescipub.com/abstract/10.3844/ajebasp.2010.1.5
_version_ 1643826286492123136
score 13.211869

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