Publication:
A Specific Analysis Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty: A Study Of Al-ijarah Thumma Al-bai' (Aitab) And Vehicle Financing-i (bai' Bithaman Ajil-bba)

Simple item page
dc.contributor.authorMuhammad Ridhwan, Ab.Azizen_US
dc.contributor.authorSyadiyah Abdul Shukoren_US
dc.contributor.authorW Muhammad Zainuddin Wan Abdullahen_US
dc.date.accessioned2024-05-27T14:51:18Z
dc.date.available2024-05-27T14:51:18Z
dc.date.issued2014
dc.date.submitted--
dc.descriptionJournal of Emerging Issues in Economics, Finance and Banking (JEIEFB) An Online International Monthly Journal (ISSN: 2306-367X) 2014 Vol: 3 Issue 2en_US
dc.description.abstractThe objective of this study is to ascertain the relationship between service quality factors, customer satisfaction and customer loyalty of Islamic auto financing products in Maybank Islamic Berhad and Bank Islam Malaysia Berhad. Two Islamic auto financing products involved, i.e. Al-Ijarah Thumma Al-Bai’ (AITAB) of Maybank Islamic Berhad and Vehicle Financing-i (Bai’ Bithaman Ajil-BBA) of Bank Islam Malaysia Berhad. Areas of research were in the Klang Valley, specifically in state of Selangor, Wilayah Persekutuan Kuala Lumpur and Wilayah Persekutuan Putrajaya. CARTER was used as a basis of service quality model with the purpose to ascertain the relationship and impact of service quality on customer satisfaction and customer loyalty. It was also used to measure the influence of demographic factors such as age, gender, education and income on service quality dimensions. For data collection purpose, a questionnaire on 5- point likert scale was developed and datas were collected from 500 respondents through self-administered questionnaires. Linear regression and correlation applied for analyzing the data is analyzed using SPSS version 19.0. Ten hypotheses have been tested using Pearson Correlation, Multiple Hierarchical Regression, One Way Analysis of ANOVA and also Independent Sample T- test.en_US
dc.identifier.epage1046
dc.identifier.issn2306-367X
dc.identifier.issue2
dc.identifier.spage1028
dc.identifier.urihttp://globalbizresearch.org/economics/journel_issues.php?journelId=16
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/3864
dc.identifier.volume3
dc.language.isoen_USen_US
dc.publisherGlobal Biz Researchen_US
dc.relation.ispartofJournal Of Emerging Issues In Economics, Finance And Bankingen_US
dc.subjectService Quality,en_US
dc.subjectCustomer Satisfaction,en_US
dc.subjectCustomer Loyalty,en_US
dc.subjectMaybank Islamic Berhad, anden_US
dc.subjectBank Islam Malaysia Berhad.en_US
dc.titleA Specific Analysis Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty: A Study Of Al-ijarah Thumma Al-bai' (Aitab) And Vehicle Financing-i (bai' Bithaman Ajil-bba)en_US
dc.typeArticleen_US
dspace.entity.typePublication

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
A Specific Analysis Of Service Quality Dimensions On Customer.pdf
Size:
545.04 KB
Format:
Adobe Portable Document Format
Description:
A Specific Analysis Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty: A Study Of Al-ijarah Thumma Al-bai’ (Aitab) And Vehicle Financing-i (bai’ Bithaman Ajil-bba)
Download

Collections

Other Publications