Cover Image

The relationship marketing as a determinant of customer satisfaction in Islamic banking services management

The purpose of this study is to identify the dimensions that determine whether customer satisfaction in Islamic banking services has been conducted at the Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi...

Full description

Saved in:
Bibliographic Details
Main Authors: Md Noor, Nur Syamilah, Hashim, Hydzulkifli
Format: Article
Language:English
Published: Universiti Utara Malaysia 2015
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/15246/1/ijms2211.pdf
http://repo.uum.edu.my/15246/
http://www.ijms.uum.edu.my
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.repo.15246
record_format eprints
spelling my.uum.repo.152462016-04-14T07:05:00Z http://repo.uum.edu.my/15246/ The relationship marketing as a determinant of customer satisfaction in Islamic banking services management Md Noor, Nur Syamilah Hashim, Hydzulkifli HD28 Management. Industrial Management The purpose of this study is to identify the dimensions that determine whether customer satisfaction in Islamic banking services has been conducted at the Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis.The collection of the principal data was accomplished by using a survey paper to answer the study’s research questions.It involved 224 customers using the Islamic banking services.This study was analysed using the Statistical Packages for Social Science (SPSS) by applying descriptive analysis and inferential analysis (Independent T-test, One Way Analysis of Variance (ANOVA) and Correlation Pearson). This study finds that there are some different relationships in terms of position at the university level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimensions related to customer satisfaction in the Islamic banking services are positively correlated with each other (commitment, product knowledge, competence, service encounter).This study proves that this research is useful to academicians by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry.The results of this study can encourage bank managers to learn how to improve commitment, product knowledge, competence and service encounter in Islamic banks’ services to customers. Universiti Utara Malaysia 2015 Article PeerReviewed application/pdf en http://repo.uum.edu.my/15246/1/ijms2211.pdf Md Noor, Nur Syamilah and Hashim, Hydzulkifli (2015) The relationship marketing as a determinant of customer satisfaction in Islamic banking services management. International Journal of Management Studies (IJMS), 22 (1). pp. 1-22. ISSN 0127-8983 http://www.ijms.uum.edu.my
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Md Noor, Nur Syamilah
Hashim, Hydzulkifli
The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
description The purpose of this study is to identify the dimensions that determine whether customer satisfaction in Islamic banking services has been conducted at the Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis.The collection of the principal data was accomplished by using a survey paper to answer the study’s research questions.It involved 224 customers using the Islamic banking services.This study was analysed using the Statistical Packages for Social Science (SPSS) by applying descriptive analysis and inferential analysis (Independent T-test, One Way Analysis of Variance (ANOVA) and Correlation Pearson). This study finds that there are some different relationships in terms of position at the university level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimensions related to customer satisfaction in the Islamic banking services are positively correlated with each other (commitment, product knowledge, competence, service encounter).This study proves that this research is useful to academicians by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry.The results of this study can encourage bank managers to learn how to improve commitment, product knowledge, competence and service encounter in Islamic banks’ services to customers.
format Article
author Md Noor, Nur Syamilah
Hashim, Hydzulkifli
author_facet Md Noor, Nur Syamilah
Hashim, Hydzulkifli
author_sort Md Noor, Nur Syamilah
title The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
title_short The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
title_full The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
title_fullStr The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
title_full_unstemmed The relationship marketing as a determinant of customer satisfaction in Islamic banking services management
title_sort relationship marketing as a determinant of customer satisfaction in islamic banking services management
publisher Universiti Utara Malaysia
publishDate 2015
url http://repo.uum.edu.my/15246/1/ijms2211.pdf
http://repo.uum.edu.my/15246/
http://www.ijms.uum.edu.my
_version_ 1644281667712450560
score 13.211869

Similar Items