Functional Service Quality Satisfaction of Islamic and Conventional Credit Card Users in Malaysia

Dali, Nuradli Ridzwan Shah Mohd; Yousafzai, Shumaila; Hamid, Hanifah Abdul

doi:10.17576/pengurusan-2014-40-05

Cited by 6 publications

(1 citation statement)

References 55 publications

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“…While Czepiel [14] described that consumer perception on the service quality is expressed as the consumer expectations being met or surpassed from the service performance and the service quality plays a main role or a basic essential and competitiveness' determinant to establish an association between the businesses and its consumers. Shah Mohd Dali et al [15] assert that service quality is an expectation in the mind of consumers which influences the consumers' satisfaction towards the service provided. Service quality draws the differences between desire for service and quality of services received, in other word service quality is the correlation between what the consumers expect to receive from such service and what actually they experience from the services received [16] .…”

Section: Service Qualitymentioning

confidence: 99%

The factors affecting consumer’s perception about credit cards usage: A study in Melaka, Malaysia

Loong An,

Ramasamy,

Yee Yen

2023

Environ. Soc. Psychol.

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The objective of this study is to examine factors affecting consumers’ perception on credit card usage. This study implemented the non-probability sampling technique as it is the most convenience sampling method for the questionnaire survey for this study. The analysis was conducted by collecting 200 samples in Melaka, Malaysia and applying SERVQUAL model as the base model for this study. The model examines the impact of service quality, perceived benefits, bank policies and consumers’ attitude in influencing consumers’ perception on credit card usage. This study used multiple linear regression to analyze the factors affecting consumers’ perception on credit card usage. The findings conclude that service quality, perceived benefits, bank policies and consumers’ attitude have significant positive effect on the consumers’ perception on credit card usage.

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Section: Service Qualitymentioning

confidence: 99%