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The Linkages Effect of Service Quality, Customer Satisfaction and Customer Loyalty of Automobile Financing within the Malaysia Islamic Banking Industry

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dc.contributor.authorW Muhammad Zainuddin Wan Abdullahen_US
dc.contributor.authorMuhammad Ridhwan Ab. Azizen_US
dc.contributor.authorWan Nur Rahini Aznie Zainuddinen_US
dc.date.accessioned2024-05-29T08:19:24Z
dc.date.available2024-05-29T08:19:24Z
dc.date.issued2019
dc.description.abstractNowadays, Islamic banks are facing tough competition among themselves and conventional banks that offer services and banking products based on Islamic principles. Such competition leads to issue involving customer satisfaction regarding the Islamic financing products and the efficiency of the services offered. Thus, the aims of this paper is to investigate the linkage effect of service quality (efficiency) on customer satisfaction and customer loyalty of Islamic automobile financing in Malaysia. Survey data was collected from 584 walk-in customers of selected bank outlets in the state of Selangor, Wilayah Persekutuan Kuala Lumpur and Putrajaya. The data was then analysed using Pearson Correlation and Multiple Regression technique. Results show that customer satisfaction and customer loyalty were positively affected by quality of service offered by Islamic Banks. Hence, based on the results, Islamic bank should have an effective computerised system, good legal advisory, Islamic compliance, well-trained staff, secure transaction, sufficient bank branches, and as well as sufficient facility and information in order to uplift and improve efficiency of the bank.
dc.identifier.doihttps://doi.org/10.33102/jmifr.v16i2.221
dc.identifier.epage47
dc.identifier.issn1823-075X
dc.identifier.issue2
dc.identifier.spage31
dc.identifier.urihttp://jmifr.usim.edu.my/index.php/jmifr/article/view/221/180
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/14440
dc.identifier.volume16
dc.languageEnglish
dc.language.isoen_USen_US
dc.publisherUniversiti Sains Islam Malaysiaen_US
dc.relation.ispartofThe Journal of Muamalat and Islamic Finance Research
dc.sourceOpen Journal Systems
dc.subjectService qualityen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCustomer loyaltyen_US
dc.subjectMaybank Islamic Berhaden_US
dc.subjectBank Islam Malaysia Berhaden_US
dc.titleThe Linkages Effect of Service Quality, Customer Satisfaction and Customer Loyalty of Automobile Financing within the Malaysia Islamic Banking Industryen_US
dc.typeArticleen_US
dspace.entity.typePublication

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Journal of Muamalat and Islamic Finance Research (JMIFR)