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Case Study: Customer Satisfaction in Islamic Financial Services in Malaysian Banks

Author

Listed:
  • Siti Syuhada Binti Ab Rahim
  • Omaima Eltahir Babikir Mohamed

Abstract

This study provides insights into the customer satisfaction and loyalty towards Islamic financial services of the Malaysian customers. Its objective is to examine the relationship between consumers’ attitude towards Islamic banking services and intention to adopt Islamic banking services. Data was collected through a survey and was analyzed using SPSS software. The study presents primary data collected by self-administered questionnaires involving a sample of 352 respondents in Malaysia. Data were analyzed using frequencies, reliability analysis, regression analysis and correlation testing. The level of customer satisfaction and loyalty towards Islamic financial services are analyzed using sample characteristics and reliability analysis. To examine the relationship between service quality and customer satisfaction, correlation testing & regression analysis tests. It was found that the five SERVQUAL offered by the bank influencing tangibility, reliability, responsiveness, assurance and empathy. The research findings suggest the need to increase quality services, embrace good customer services and Shariah knowledge as well to enhance reputation and secure customers allegiance.

Suggested Citation

  • Siti Syuhada Binti Ab Rahim & Omaima Eltahir Babikir Mohamed, 2016. "Case Study: Customer Satisfaction in Islamic Financial Services in Malaysian Banks," International Journal of Financial Markets, Research Academy of Social Sciences, vol. 2(1), pages 6-15.
    • Handle: RePEc:rss:jnljfm:v2i1p2
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    References listed on IDEAS

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    1. Jasim Al‐Ajmi & Hameeda Abo Hussain & Nadhem Al‐Saleh, 2009. "Clients of conventional and Islamic banks in Bahrain," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 36(11), pages 1086-1112, September.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Tung Lai Lai, 2004. "Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)," Information Systems Frontiers, Springer, vol. 6(4), pages 353-368, December.
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