Shafie, Shahril and Wan Azmi, Wan Nursofiza and Haron, Sudin (2004) Adopting and measuring customer service quality in Islamic banks: a case study. Journal of Muamalat and Islamic Finance Research (JMIFR), 1 (1). pp. 1-16. ISSN 1823-075X

Full text not available from this repository. (Request a copy)

Abstract

This study measures the perceptions of Islamic bank's retail customers in Malaysia using CARTER a new model to measure service quality.The findings of this study show significant validity for all CARTER's 35 items and six dimensions in terms of their importance in both weights and percentage.Amongst all six dimensions included in the model, the compliance dimension was reported to be most important by BIMB's customers and a strong link between service quality and customer satisfactions does exist.Thus, this study shows the importance for Islamic banks to place cultural difference in front when adopting service quality.

Item Type:	Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance
Divisions:	Islamic Business School
Depositing User:	Mr. Shahril Shafie
Date Deposited:	27 Apr 2017 04:36
Last Modified:	27 Apr 2017 04:36
URI:	https://repo.uum.edu.my/id/eprint/21877

Actions (login required)

View Item