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Impact of Service Quality on Customer Loyalty and Customer Satisfaction 1923-2926

Behavioral Sciences, Global Development, Information and Library Science / By
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Abstract

Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in Malaysia.

Purpose: The main emphasis of the current study was to examine the impact of service quality on customers’ satisfaction and loyalty in the context of Islamic banks in Malaysia. Although the dimensions of service quality (i.e. tangibility, responsiveness, and compliance) and customer satisfaction has been considered as moderating variable to analyse its influence on customer loyalty.

Design/Method: The current research is quantitative in nature which has been conducted by using a survey questionnaire based on the convenience sampling method. Data has been gathered from 300 customers of different Islamic banks in Malaysia.

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Introduction

The Quran and Sunnah guided the economy and financial system (Khan & ZAHD, 2019). Interest in any transaction is banned in the Islamic financial system. Allah SWT mentioned that trade is permitted, but usury is forbidden (Al-Baqarah: 257). The modern banking system uses interest in payments, receipts, and transactions, which is prohibited in Islamic banking (Sobol, 2016). The traditional and conventional banking systems relay and emphasize the time and money principle.

Still, the Islamic system highlights the risk-sharing techniques and methods like Murabaha, ijarah, salam, mudaraba, and istisna derived from the Quran and Sunnah (Khan & ZAHİD, 2019).

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References

Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K. M., & Azim, M. (2021). The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality. Journal of Islamic Marketing.

Aisyah, M. (2018). Islamic bank service quality and its impact on Indonesian customers’ satisfaction and loyalty. Al-Iqtishad Journal of Islamic Economics, 10(2), 367-388.

Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021, May). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. In Ali, BJ, Saleh, Akoi, S., Abdulrahman, AA, Muhamed, AS, Noori, HN, Anwar, G.(2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International journal of Engineering, Business and Management (Vol. 5, No. 2, pp. 65-77).

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