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Customer satisfaction on Bank Islam services among UUM students


Vellasamy @ Veluraj, Baalaambika and Ab Manah, Noor Azimah and Abd Aziz, Siti Nursaratul Massitah and Abdul Razhim, Qamarul and Yong, Jolene and Othman, Abdul Aziz (2017) Customer satisfaction on Bank Islam services among UUM students. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

Bank Islam is one of the major banks that provide banking transaction and ATM services for users’ convenience in UUM.In view of the changing in policy lately, some of the services had caused confusions among many users, especially students. Thus, it is highly critical that a study that investigates customer satisfaction issues on Bank Islam among UUM students is conducted.This article reflects outcomes in view of the objective which is to analyze the level of customer satisfactions based on gender and races towards services provided by Bank Islam in UUM. A sample of 100 UUM Route C students was chosen to be the respondents. The questionnaire developed for this study was based on the SERVQUAL model that identify the influence of five dimensions (i.e. tangibility, responsibility, reliability, assurance and empathy) in banking service environment on customer satisfaction.The outcomes of this study were analysed and it is expected that this study could provide a critical information to Bank Islam.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords: Bank Islam, customer satisfaction, SERVQUAL
Subjects: H Social Sciences > HF Commerce
Divisions: School of Technology Management & Logistics
Depositing User: Mr. Abdul Aziz Othman
Date Deposited: 25 Jul 2017 07:36
Last Modified: 25 Jul 2017 07:36
URI: http://repo.uum.edu.my/id/eprint/22688

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