Assessing the Service Quality and Customer Satisfaction on Islamic Banking by Using SERVQUAL Model

Muhammad Zulfaris Mohd Salleh, Azwan Abdullah, Noorshella Che Nawi, Mohd Zulkifli Muhammad


The quality services demanding by Islamic bank’s customers are increased due to the increasing of customer’s awareness on the quality services in Islamic banks. In evaluating the service quality, SERVQUAL instrument that divided by five dimensions which is reliability, responsiveness, tangibility, assurance and empathy will be used. So that, the main objective of this research is to investigate the impacts of (reliability, responsiveness, tangibility, assurance, empathy) on the satisfaction of the customer in the Islamic banking industry. The questionnaires are designed by adapting SERVQUAL model then distributed by employing the convenient sampling technique. Then, the data analysed using Statistical Package for Social Scientist (SPSS). The result indicated the relationship between assurance and empathy are very significance on customer satisfaction while reliability, responsiveness and tangibility are not significance on customer satisfaction.

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Research in World Economy
ISSN 1923-3981(Print)ISSN 1923-399X(Online)


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