An Examination of the Relationship between Service Quality Perception and Customer Satisfaction

Abstract

Purpose - To examines the relationship between services quality perception and customers’ satisfaction in Malaysian Islamic banking. Design/methodology/approach - A questionnaire derived from previous study. The multi regression analyzes access the impact of customer satisfaction of six key construct of relationship Islamic banking (tangible, reliability, responsive, assurances, empathy and compliance). Finding - The six variables have significant effect and predict a good proportion of the variance on customer satisfaction. Research limitation - The limitation of this study was the difficulty in approaching the respondents for the dual-window banking. This is due to their office hours. The borders between the Islamic bank and conventional bank customers exist. Practical implications - It can be conclude, the evidence that customer satisfaction can be created and reinforce by builds the tangible convenience, reliability in problem and responsive and assurance to customer. 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.