Customer Satisfactions on Islamic Banking System

Hamzah, Noradiva; Ishak, Noriah Mohd; Nor, Nurul Izzah Mohd

doi:10.7763/joebm.2015.v3.170

Cited by 27 publications

(34 citation statements)

References 15 publications

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“…High performance and satisfied clients are considered good assets for an organization They will be proved as the extension of words from mouth to mouth to support the organization. It would help the organization to proliferate, make it to compete strongly in the market (Hamzah et al, 2015). Client satisfaction depicted a new thing for quality in organizations and enterprises.…”

Section: Historic Studiesmentioning

confidence: 99%

“…banks to fulfill customers' satisfaction (Hamzah et al, 2015). That may improve clients' satisfaction and clients' loyalty in a better way for banking sector (Munawar & Mariam, 2014).…”

Section: Historic Studiesmentioning

confidence: 99%

“…That's why it is considered an important factor in conventional financial system. Customers' satisfaction is vital for banks to fulfill customers' expectations to compete (Hamzah et al, 2015). Now these days, researchers are focusing on non-governmental organizations instead of banking sector and financial funds institutions.…”

Section: Introductionmentioning

confidence: 99%

“…It would help the organization to proliferate, make it to compete strongly in the market (Hamzah, Ishak, & Nor, 2015). Client satisfaction is a new approach for quality in organizations and enterprises.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Service quality and the moderating effect of Shari’ah perception on client satisfaction: A comparison of Islamic and conventional microfinance in Pakistan

Khan

Akhter

2017

Cogent Economics & Finance

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Microfinance is an emerging concept which is improving the socioeconomic status of customers. This study assesses customer satisfaction of clients of Islamic and conventional microfinance providers using a sample of 578 clients i.e. 289 from each side. Akhuwat and Kashf (Islamic microfinance) and RCDS and DAMEN (conventional microfinance) are selected. The correlation, regression, ANOVA, and interaction tests are used for testing the relationship of Shari'ah perception as moderator between service quality and client satisfaction. The results indicate that Shari'ah perception acts as a strong moderator in case of Islamic microfinance whereas it is a weak moderator in case of conventional microfinance. The study concludes that Shari'ah perception is playing a vital role in enhancing the customer satisfaction in Islamic microfinance. It has important implications for policy-makers and Islamic microfinance providers to design Shari'ah awareness programs to enhance the Shari'ah perception of low income population.

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Section: Historic Studiesmentioning

confidence: 99%

“…banks to fulfill customers' satisfaction (Hamzah et al, 2015). That may improve clients' satisfaction and clients' loyalty in a better way for banking sector (Munawar & Mariam, 2014).…”

Section: Historic Studiesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Service quality and the moderating effect of Shari’ah perception on client satisfaction: A comparison of Islamic and conventional microfinance in Pakistan

Khan

Akhter

2017

Cogent Economics & Finance

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“…Consumers' satisfaction can be defined as customer's rating of the results that they received from doing business with the organization, which results from the consumer's pre-purchase comparison of expected performance with perceived actual performance (Hamzah et al, 2015). It is very important to understand what drives customer satisfaction towards a bank as it is generally regarded as firms' most significant long-term goal, the financial sector included.…”

Section: Consumer Satisfactionmentioning

confidence: 99%

Factors Influencing the Adoption of Islamic Banking in Malaysia

Mariadas¹,

Murthy²

2017

IJBM

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A nation's economic success is largely dependent on the performance of their banks as they play a major role in regulating its financial sector to stability and cohesion by acting as an intermediary to various parties such as individuals, organizations and governments to conduct their borrowing and depositing activities. The quality of services provided by the banks will influence how these parties benefit and consumers would choose the bank that they perceive will result in the most benefit. In Malaysia, a larger percentage of the population are employing conventional banks compared to Islamic banks due to factors such as unfamiliarity of products and services and inadequate marketing. This study examine the factors influencing adoption of Islamic Banking in Selangor. A quantitative research approach is employed in this research following the positivist assumption with a realist ontology and objectivist epistemology. Data was collected using a probabilistic sampling method, particularly a stratified random sampling technique. The adapted survey questionnaire employed in this study and distributed 150 questionnaire and successfully received 130 questionnaire. Overall, the researcher has discussed about the findings of the analysis that was conucted using the SPSS software. Descriptive approach, correlation and multiple regression analysiss had been shown during the analysis. The descriptive approach displayed direct results while the correlation displayed the relationship between the dependent variable (adoption of Islamic Banking) and the independent variables (compatibility, consumer knowledge, risk perception/management and consumer satisfaction). In this research, found two factors that influencing adoption of Islamic Banking in Malaysia which are consumers knowledge and consumer satisfaction. For the future researchers, this research will benefit them as well. If they are doing their researches which are related to this topic, they can gather everything they want easily. Besides that, it will benefit the researcher who is going to do this research study in Malaysia. This is because the information in Malaysia is limited.

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