Effects of Islamic Banking on Service Quality and Satisfaction: The Experience of Malaysia  

Oleh:

Ting, Ding Hooi

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Jurnal Ekonomi dan Bisnis vol. 4 no. 1 (Feb. 2004), page 1-19.
Topik: SERVQUAL; Weighted SERVQUAL; SERVPERF; Weighted SERVPERF; and Islamic Banking
Fulltext: Ting Ding Hooi.pdf (2.09MB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ100.4 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

This paper lingers on the perceptions of Malaysians towards the banking institutions in Malaysia. Building on a synthesis of the extant literature on service quality and satisfaction measurements, this article identifies unresolved issues of the determinants towards perceptions of service quality and satisfaction. This paper compares and examines the applicability of SERVQUAL, weighted SERVQUAL, SERVPERF, and weighted SERVPERF in the banking institution in Malaysia. It also touches on the moderating effect of Islamic banking that might be able to moderate the relationship between service quality and satisfaction. The findings support the SERVQUAL measurement as the best alternative in measuring service quality in Malaysia. Using the hierarchical moderated regression analysis, it was found that the Islamic banking was able to moderate the relationship between service quality and satisfaction. The article concludes with practical implications and directions for future research.

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