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Customer Satisfaction And Service Quality: Conceptual And Application In Banking Industry

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dc.contributor.authorNoradilah Abdul Hadien_US
dc.contributor.authorMohd Rizal Muwaziren_US
dc.contributor.authorNur Shuhada Kamarudinen_US
dc.date.accessioned2024-05-31T02:12:39Z
dc.date.available2024-05-31T02:12:39Z
dc.date.issued2020-10-15
dc.description3 rd INTERNATIONAL SEMINAR ON ISLAM AND SCIENCE 2020 (SAIS 2020) COVID-19: IMPLICATION, IMPACT AND SOLUTION Date: 15 October 2020 Organized by: Persatuan Kakitangan Akademik USIM (PKAUSIM) In Collaboration with: International Halal and Fatwa Centre (iFFAH) & Fakulti Syariah dan Undang-Undang (FSU)en_US
dc.description.abstractCustomer satisfaction is very important particularly for banking institutions which offer similar products and services. The competitive portfolio of services suggest banking institutions to make a significant effort to improve their service quality. This article discusses concepts of customer satisfaction and service quality within banking industry to draw attention to some conceptual and application challenges for Islamic banking institutions. This article is based on a critical review of literature in this area. This paper highlights the need for sufficient information regarding customer’s expectation and satisfaction in order for banking institutions to sustain in the market. It is also found that customer culture is an important factor that has impact on service quality and has an influence on customer satisfaction in the banking sector.en_US
dc.identifier.epage1476
dc.identifier.isbneISBN : 9789674408367
dc.identifier.spage1462
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/18360
dc.language.isoen_USen_US
dc.publisherUniversiti Sains Islam Malaysiaen_US
dc.relation.conferenceE-Proceeding : Seminar Antarabangsa Islam Dan Sains (SAIS 2020)en_US
dc.subjectCustomer satisfaction,Service quality,Islamic banking.en_US
dc.titleCustomer Satisfaction And Service Quality: Conceptual And Application In Banking Industryen_US
dc.typeArticleen_US
dspace.entity.typePublication

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2020 SAIS