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Article
Publication date: 29 August 2008

An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking

Muslim Amin and Zaidi Isa

This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach.

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Abstract

Purpose

This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach.

Design/methodology/approach

This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions to measure Malaysian Islamic banking service quality. Respondents are the customers (Muslim and non‐Muslim) who visit the bank counters. They must have an account with one of the full‐fledged Islamic banking and dual‐banking systems.

Findings

The results showed that the proportion of Malaysian Muslims' awareness of the Islamic banking products and services were high compared to non‐Muslim customers. The majority of the Islamic banking customers were satisfied with the overall service quality provided by their banks. The findings suggest that the standard model of Islamic banking service quality dimensions should consist of the six dimensions and good determinants of satisfaction. The relationship between service quality and customer satisfaction was significant.

Research limitations/implications

Further research should be considered in order to gather more information regarding service quality and customer satisfaction dimensions in the context of Malaysian Islamic banking industry.

Practical implications

The six dimensions of SERVQUAL represent a valid instrument to measure service quality in Malaysian Islamic banking. Providing financial counseling to attract Muslim customers to use more Islamic banking products and services is critical, where 60 percent of the Malaysian population is Muslim. There is a potential target market for Islamic banking that needs be concerned.

Originality/value

This research is important in line with the obvious cross‐cultural and religious differences between these two key customer segments; Muslims and non‐Muslims. In the Malaysian context, there is a strategic dimension that needs to be understood.

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 1 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/17538390810901131
ISSN: 1753-8394

Keywords

  • Customer services quality
  • Customer satisfaction
  • Banking
  • Islam
  • Malaysia

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Article
Publication date: 1 January 2006

Complaint behaviour of Malaysian consumers

Nelson Oly Ndubisi and Tam Yin Ling

To examine the post dissatisfaction behaviour of Malaysian consumers vis‐à‐vis their complaint behaviour and defection. Specifically, the relationship between public…

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Abstract

Purpose

To examine the post dissatisfaction behaviour of Malaysian consumers vis‐à‐vis their complaint behaviour and defection. Specifically, the relationship between public complaint behaviour (i.e. complaining to the organization), private complaint behaviour (complaining to family members and friends without a word to the organisation) and customer defection were considered. The research also investigates the moderating effect of gender and income in this relationship.

Design/methodology/approach

Consisted of a survey of 218 randomly selected customers of banks in Malaysia.

Findings

shows that both public and private complaints are associated with defection, albeit the determinant strength of private complaint is more robust. These findings are generic as there is no gender‐moderated effect. However, income moderates the private complaint‐defection relationship. Lower income customers are more likely to defect without a word to the bank than higher income Malaysian bank customers.

Practical implications

Emphasises that an apparant each of complaints doesn’t mean that all is well. Also, stresses the need for encouraging complaints from customers and a system to hand complaints. Originality/value Income levels may affect a customers expression of dissatisfaction.

Details

Management Research News, vol. 29 no. 1/2
Type: Research Article
DOI: https://doi.org/10.1108/01409170610645457
ISSN: 0140-9174

Keywords

  • Complaints
  • Gender
  • Customers
  • Consumer behaviour
  • Banking
  • Malaysia

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Article
Publication date: 21 September 2012

Malaysian consumers' preferences for Islamic banking attributes

Abdelghani Echchabi and Oladokun Nafiu Olaniyi

The purpose of this paper is to shed light on the preferences of Malaysian banks' customers for Islamic banking attributes.

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Abstract

Purpose

The purpose of this paper is to shed light on the preferences of Malaysian banks' customers for Islamic banking attributes.

Design/methodology/approach

The paper uses mixed methodology. The quantitative approach consists of the collection of primary data through a self‐administered questionnaire distributed to 500 Islamic banks' customers in Malaysia. The data gathered were analysed using factor analysis as well as Friedman test. In parallel, qualitative approach was used, in forms of semi structured interviews with ten Islamic banks' customers. The results of both approaches were then reported accordingly.

Findings

The quantitative approach reveals that the preference for Islamic banking attributes in Malaysia is a combination of the quality of services offered by the Islamic banks, as well as the convenience associated with it. On the other hand, the qualitative approach revealed that choosing Islamic banks was mainly due to the religious motivation of the customers.

Originality/value

This paper is one of the few that has used a qualitative approach to study consumer preferences for Islamic banking attributes. Furthermore, the paper employs this methodology in the context of Malaysia, which enriches the studies done in this context and area.

Details

International Journal of Social Economics, vol. 39 no. 11
Type: Research Article
DOI: https://doi.org/10.1108/03068291211263907
ISSN: 0306-8293

Keywords

  • Malaysia
  • Banking
  • Consumer behaviour
  • Islam
  • Customer preference
  • Islamic banks
  • Selection criteria
  • Factor analysis
  • Interview

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Article
Publication date: 2 February 2015

Customer satisfaction and loyalty in Malaysian Islamic banks:a PAKSERV investigation

Muahmmad Kashif, Sharifah Suzana Wan Shukran, Mohsin Abdul Rehman and Syamsulang Sarifuddin

– The purpose of this paper is to examine the impact of PAKSERV measures on customer satisfaction and loyalty in the Malaysian Islamic banking context.

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Abstract

Purpose

The purpose of this paper is to examine the impact of PAKSERV measures on customer satisfaction and loyalty in the Malaysian Islamic banking context.

Design/methodology/approach

The dimensionality of the PAKSERV scale is examined with confirmatory factor analysis. A survey approach is adopted to collect data from 300 Islamic banking customers in Kuching, Malaysia.

Findings

Results reveal an excellent model fit for the PAKSERV scale in collectivist cultural context of Malaysia. All dimensions of PAKSERV are validated except reliability. The issue of non-validity of the reliability dimension in an Islamic banking context is explained by extant literature.

Practical implications

Islamic banks are recommended to focus on all the PAKSERV scale dimensions to impart service quality. Given a collectivist cultural setting, a “network marketing” approach is recommended to maintain a desirable level of customer satisfaction and loyalty.

Originality/value

The PAKSERV scale has been employed for the first time to investigate the service quality-loyalty path in a collectivist cultural context. The validity of the PAKSERV scale has been operationalized for the first time in a collectivist cultural context.

Details

International Journal of Bank Marketing, vol. 33 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/IJBM-08-2013-0084
ISSN: 0265-2323

Keywords

  • SERVQUAL
  • Malaysia
  • Islamic banking
  • Service quality
  • Customer satisfaction and loyalty
  • PAKSERV

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Article
Publication date: 20 June 2008

Factors affecting the intentions of customers in Malaysia to use mobile phone credit cards

Hanudin Amin

Mobile phones have provided an opportunity for banking institutions to introduce new services to the public. The latest service, which is now available in Malaysian…

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Abstract

Purpose

Mobile phones have provided an opportunity for banking institutions to introduce new services to the public. The latest service, which is now available in Malaysian banking institutions, is the mobile phone credit card. The purpose of this paper is to provide a preliminary investigation of the factors that determine whether Malaysia's bank customers will use the new mobile phone credit card technology.

Design/methodology/approach

This paper extends the applicability of the technology acceptance model (TAM) to mobile phone credit cards and includes “perceived credibility (PC)”, the “amount of information about mobile phone credit cards (AIMCs)” and “perceived expressiveness (PE)”, in addition to “perceived usefulness (PU)” and “perceived ease of use (PEOU)”.

Findings

The results indicate that PU, PEOU, PC and the amount of information contained on mobile phone credit cards are important determinants to predicting the intentions of Malaysian customers to use mobile phone credit cards. However, PE is not an important determinant in predicting the intentions of Malaysian customers to use mobile phone credit cards.

Research limitations/implications

The study conducted in Eastern Malaysia contains a small size of sample and a limited number of measures in the model developed for the study. Nevertheless, it provides new information about an emerging market and technology.

Practical implications

The results will be primarily of benefit to the commercial banks in Malaysia since this study offers banking institutions an insight on the intentions of their customers to use mobile phone credit cards.

Originality/value

The study extends the understanding of TAM to newly emerging contexts such as the mobile phone credit card.

Details

Management Research News, vol. 31 no. 7
Type: Research Article
DOI: https://doi.org/10.1108/01409170810876062
ISSN: 0140-9174

Keywords

  • Malaysia
  • Telephone systems
  • Credit cards
  • Technology led strategy
  • Consumer behaviour

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Article
Publication date: 14 May 2020

Islamic banking selection criteria: a multi-ethnic perspective

Noradilah Abdul Hadi and Mohd Rizal Muwazir

The purpose of this paper is to examine selection factors among multi-ethnic customers in Malaysian Islamic banking industry. The information is important to reinforce the…

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Abstract

Purpose

The purpose of this paper is to examine selection factors among multi-ethnic customers in Malaysian Islamic banking industry. The information is important to reinforce the argument that ethnicity could become significant factor in determining customer behaviour.

Design/methodology/approach

This study uses quantitative approach by using questionnaire (Likert scale) to measure respondents ranking of 25 selection factors. A total of 272 valid responses were generated from 450 questionnaires distributed, with 60.4% response rate. The methods of analysis used are descriptive analysis, factor analysis and Kruskal–Wallis test.

Findings

The findings revealed five selection factors (religious and ethical, services and convenience, service quality and benefit, external and operational and charges), with religious and ethical factor as the most important criteria for Malay customers. As for Chinese and Indian customers, they chose services and convenience factor.

Originality/value

This study is conducted to gain new insights on the perception of multi-ethnic banking customers in Malaysia towards Islamic banks and how cultural differences might affect their decisions. The findings are important for further development of the Islamic banking industry in Malaysia considering ethnicity has a major impact on the society. The acknowledgement of similarities and differences between the ethnic groups could strengthen the relationship with the Islamic banking customers. Furthermore, incorporation of ethnicity factor in bank’s marketing strategies is important to secure competitive advantage particularly in dual banking system such as in Malaysia.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/JIMA-02-2019-0033
ISSN: 1759-0833

Keywords

  • Bank selection criteria
  • Culture
  • Ethnicity
  • Islamic banking
  • Islamic finance
  • Malaysia

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Article
Publication date: 5 December 2019

Get connected with your Takaful representatives: Revisiting customer loyalty through relationship marketing and service quality

Mohsin Abdur Rehman, Ismah Osman, Khurram Aziz, Hannah Koh and Muhammad Awais

Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine…

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Abstract

Purpose

Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further evaluated, along with these respective interactions.

Design/methodology/approach

A self-administered survey was conducted from 350 Malaysian customers of Takaful products and services. The purposive sampling was used to collect data from the existing customers of Takaful service operators in the Klang Valley, an area in Malaysia. The questionnaire was constructed through measures of PAKSERV for service quality, as well as other measures related to relationship marketing and other constructs in this study. Structured equation modeling was used in the analysis of data.

Findings

The current study is the first one of its kind to examine perceptions of customers of relationship marketing and service quality as predictors of corporate image, which drives corporate reputation and ultimate customer loyalty from the perspective of the Takaful industry in Malaysia. Service quality dimensions (tangibility, reliability and personalization) and relationship marketing dimensions (Islamic ethical behavior and structural bond) positively influence corporate image of the Takaful organizations. Moreover, customer loyalty can be predicted, mainly through corporate reputation as well as corporate image.

Research limitations/implications

The present study is focused on the existing Malaysian Takaful customers as the population frame. Accordingly, future research studies may evaluate the same model, but perhaps in another different cultural context where the Takaful industry can grow and expand in other countries, including Saudi Arabia, Sudan and Pakistan. More importantly, the same variables may be verified to different service industries in future studies, especially those constructs related to relationship marketing because many products and services at present can be attained without face-to-face interactions through online transactions without having brick and mortar businesses.

Practical implications

It is important for Takaful service operators to focus on connecting the social and financial bonds to ensure the fulfilment of customers’ needs. They also need to improve the qualities related to tangibility, reliability and personalization to be able to increase their market share, especially in this present highly competitive market. Indeed, Takaful generally provides financial protection and risk management; nevertheless, the religious and ethical values need to be embraced in totality unlike conventional insurance, which has the element of gambling, uncertainty and the imposition of interest. Hence, this study aims to assist the Takaful operators toward achieving corporate reputation and apparently customer loyalty for them to remain relevant in this industry.

Originality/value

The model used in this study is based on the cultural context of Malaysia from the perspective of the Takaful industry. It attempts to explain customer loyalty through the incorporation of service quality and relationship marketing dimensions, where it is associated with the elements of the values of Islamic ethics especially in business transactions. More importantly, these dimensions were put together to identify its impact on corporate image, corporate reputation, and ultimately, customer loyalty, thus illustrating a distinct set of outcomes of the present study.

Details

Journal of Islamic Marketing, vol. 11 no. 5
Type: Research Article
DOI: https://doi.org/10.1108/JIMA-06-2019-0122
ISSN: 1759-0833

Keywords

  • Takaful customers
  • PAKSERV
  • Relationship marketing
  • Corporate image
  • Corporate reputation
  • Customer loyalty

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Article
Publication date: 18 May 2012

Patronage factors of Malaysian local customers toward Islamic credit cards

Hanudin Amin

The purpose of this paper is to analyze the probability of Islamic credit card usage intention among Islamic banks' customers. Financial cost, knowledge of Islamic credit…

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Abstract

Purpose

The purpose of this paper is to analyze the probability of Islamic credit card usage intention among Islamic banks' customers. Financial cost, knowledge of Islamic credit card, attitude, financial recommendation and demographic items were examined in order to determine whether these factors are influencing the Islamic credit card usage intention or not.

Design/methodology/approach

Drawing upon the theory of reasoned action (TRA), this study proposes a conceptual model to examine the factors determining the Islamic credit card usage intention. The research model is evaluated using survey data from 354 respondents with the help of a questionnaire.

Findings

The results reveal that “financial recommendation”, “knowledge on Islamic credit card”, “age (young)”, “marital status”, “religion” and “education level” are significantly affecting the Islamic credit card usage intention. The research also concludes that “attitude on Islamic credit card” appears to have no effect on the Islamic credit card usage intention.

Research limitations/implications

The research has two limitations. The limitations however provide support for future researches in the area of Islamic credit card. Despite the limitations, the study contributes to the body of academic knowledge by shedding more light onto the factors affecting Islamic credit card usage intention.

Practical implications

Insights reported from this study are of particular importance to bank managers, providing them with an improved understanding pertaining to the Malaysian bank customers' usage intentions for Islamic credit cards. The research helps them to better plan for Islamic credit card facilities, in order to cater for the financial needs of Malaysia bank customers.

Originality/value

The contribution of the research lies in achieving a more profound understanding of Malaysia bank customers' usage intentions for Islamic credit cards. The research manages to discover the factors which particularly determine the use of Islamic credit cards. It also expands the literature on Islamic credit cards.

Details

Management Research Review, vol. 35 no. 6
Type: Research Article
DOI: https://doi.org/10.1108/01409171211238271
ISSN: 2040-8269

Keywords

  • Malaysia
  • Banks
  • Consumer behaviour
  • Personal finance
  • Credit cards
  • Islamic credit card
  • Shariah
  • Islamic banks
  • Ordered probit model

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Article
Publication date: 16 November 2015

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

Rafikul Islam, Selim Ahmed and Dzuljastri Abdul Razak

This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions…

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Abstract

Purpose

This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance.

Design/methodology/approach

This study surveyed 179 customers who have first-hand experience with Islamic banking services in Malaysia. The research data were analysed using reliability analysis, independent samples t-test and one-way analysis of variance.

Findings

The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy from the Islamic banking service compared to other age groups. However, there is no significant difference between customer expectations and perceptions of Islamic banking service quality based on educational background and occupation.

Research limitations/implications

This research focused solely on Islamic banks in Malaysia and thus the results might not be applicable for other conventional banks.

Originality/value

The findings are expected to provide guidelines for enhancing the satisfaction level of clients of the Islamic banking system in Malaysia and other countries.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/IJQSS-12-2014-0053
ISSN: 1756-669X

Keywords

  • Malaysia
  • Islamic banking
  • Service quality
  • Customer expectations
  • Customer perceptions

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Article
Publication date: 22 February 2013

Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non‐Muslim customers in Malaysia

Muslim Amin, Zaidi Isa and Rodrigue Fontaine

The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks.

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Abstract

Purpose

The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks.

Design/methodology/approach

The study uses data from Islamic banks and dual‐window Islamic banks, pertaining to two different customer segments (Muslims and non‐Muslims).

Findings

The results indicate that customer satisfaction has a significant relationship with image, image has a significant relationship with trust, and trust has a significant relationship with customer loyalty for both customer segments. Furthermore, significant differences occur in the effect of customer satisfaction on image, image on trust, and trust on customer loyalty between Muslim and non‐Muslim customers.

Practical implications

The findings suggest that Muslim customers establish relationships with Islamic banks because they trust that Islamic banks are Shariah compliant. Therefore, providing secure banking products that are fully compliant with Islamic principles are necessary.

Originality/value

This research is important as it clearly demonstrates that the loyalty of Muslim and non‐Muslim customers to Islamic banks is influenced by customers being satisfied, as well as the image of and trust in Islamic banks. In this context, when customers are unwilling to trust Islamic banks, they are also unwilling to be loyal.

Details

International Journal of Bank Marketing, vol. 31 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/02652321311298627
ISSN: 0265-2323

Keywords

  • Cross‐cultural
  • Customer satisfaction
  • Image
  • Trust
  • Customer loyalty
  • Islamic banks
  • Banks
  • Malaysia

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