Publication:
Functional service quality satisfaction of islamic and conventional credit card users in Malaysia

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dc.citedby2
dc.contributor.affiliationsFaculty of Science and Technology
dc.contributor.affiliationsFaculty of Economics and Muamalat
dc.contributor.affiliationsUniversiti Sains Islam Malaysia (USIM)
dc.contributor.affiliationsCardiff University
dc.contributor.authorDali N.R.S.M.en_US
dc.contributor.authorYousafzai S.en_US
dc.contributor.authorHamid H.A.en_US
dc.date.accessioned2024-05-29T02:00:02Z
dc.date.available2024-05-29T02:00:02Z
dc.date.issued2014
dc.description.abstractThe objective of this paper is to deepen the understanding of customers' satisfaction among credit card users. The study employs the Servperf model to evaluate the functional service quality dimensions of satisfaction of credit card users of Islamic versus conventional banking in Malaysia. The comparison between different types of credit card users is examined using factor analysis and regression. The dimensions are found to be robust for different types of credit card users, except for the Assurance dimension. The dimension did not form significantly in the factor analysis whenever respondents, who are Islamic credit card users, are included. Meanwhile, all of the dimensions are found in the regression analysis to have positive relationships with customer satisfaction, which are consistent with the theoretical prediction. This is the first contextual study conducted in the credit card industry that compares the functional service quality satisfaction of Islamic credit card users with conventional credit card users.
dc.description.natureFinalen_US
dc.identifier.epage67
dc.identifier.issn1272713
dc.identifier.scopus2-s2.0-84906812506
dc.identifier.spage53
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84906812506&partnerID=40&md5=bda902142bed84606b6e6badec0ae65e
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/10099
dc.identifier.volume40
dc.languageEnglish
dc.language.isoen_USen_US
dc.publisherPenerbit Universiti Kebangsaan Malaysiaen_US
dc.relation.ispartofJurnal Pengurusan
dc.sourceScopus
dc.subjectCredit card users' satisfactionen_US
dc.subjectFunctional service qualityen_US
dc.subjectIslamic credit carden_US
dc.titleFunctional service quality satisfaction of islamic and conventional credit card users in Malaysiaen_US
dc.typeArticleen_US
dspace.entity.typePublication

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