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題名：Evaluating the Service Quality of Malaysian Islamic Banks: An Importance-Performance Analysis Approach
書刊名：International Journal of Business and Information
作者：Ahmad Khaliq／Mohamed Asmy Mohd Thas Thaker
出版日期：2016
卷期：11:3
頁次：頁341-364
主題關鍵詞：Service quality；Importance-performance analysis；Islamic banking；Malaysia
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:3
This study was designed to evaluate the service quality of Malaysian Islamic banking from the customer’s perspective. The primary data was collected by administering survey questions in Klang Valley (Selangor and Kuala Lumpur), and the analysis was conducted using importance-performance analysis (IPA). The results revealed that service quality attributes such as Shariah requirements, reliability, assurance, responsiveness, website efficiency, and tangibility play an important role in determining customer satisfaction with Malaysian Islamic banks. These findings should assist market players, particularly the Malaysian Islamic banking industry, and policy makers in understanding and enhancing customer satisfaction regarding the quality of service offered by the Islamic banking industry in Malaysia. The research findings could also be used as part of the blueprints for market players to draft the necessary policies with regard to service quality of the banking industry.
期刊論文
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6.Abdelghani, E.、Nafiu, O. O.(2012)。Malaysian consumers' preferences for Islamic banking attributes。International Journal of Social Economics，39(11)，859-874。  new window
7.Abduh, M.、Kassim, S. H.、Dahari, Z.(2012)。Customer satisfaction and switching behavior in Islamic banking: Evidence from Indonesia。School of Doctoral Studies (European Union) Journal，4，209-215。  new window
8.Abduh, M.、Kassim, S. H.、Dahari, Z.(2013)。Factors influence switching behavior of Islamic bank customers in Malaysia。Journal of Islamic Finance，2(1)，12-19。  new window
9.Abduh, M.、Omar, M. A.(2012)。Islamic-bank selection criteria in Malaysia: An AHP approach。Business Intelligence Journal，5(2)，271-281。  new window
10.Ahmad, K.(2000)。Islamic finance and banking: The challenge and prospects。Review of Islamic Economics，9(1)，57-82。  new window
11.Ahmad, N.、Haron, S.(2002)。Perceptions of Malaysian corporate customers towards Islamic banking products and services。Journal of Islamic Financial Services，3(4)，13-29。  new window
12.Ainin, S.、Hisham, N. H.(2008)。Applying importance-performance analysis to information systems: An exploratory case study。Journal of Information, Information Technology and Organizations，3，95-103。  new window
13.Ali, F.、Zhou, Y.(2013)。An assessment of the perceived service quality comparison of Islamic and conventional banks at Pakistan。International Journal of Innovation and Business Strategy，2，45-58。  new window
14.Almossawi, M.(2001)。Bank selection criteria employed by college students in Bahrain: An empirical analysis。International Journal of Bank Marketing，19(3)，115-125。  new window
15.Amin, M.、Isa, Z.(2008)。An examination of the relationship between perception of service quality and customer satisfaction: An SEM approach towards Malaysian Islamic banks。International Journal of Islamic Middle Eastern Finance and Management，1(3)，191-209。  new window
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21.Herbig, P.、Genestre, A.(1996)。An examination of the cross-cultural differences in service quality: The example of Mexico and the USA。Journal of Consumer Marketing，13(3)，43-53。  new window
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23.Khan, M. S.、Abbas, M.(1986)。The framework and practice of Islamic banking。Finance Development，3，32-36。  new window
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27.Othman, A. Q.、Owen, L.(2001)。Adopting and measuring customer service quality (SQ) in Islamic banks: A case study in Kuwait Finance House。International Journal of Islamic Financial Services，3(1)。  new window
28.Rehman, A. A.(2012)。Customer satisfaction and service quality in Islamic banking: A comparative study in Pakistan, United Arab Emirates and United Kingdom。Qualitative Research in Financial Markets，4(2/3)，165-175。  new window
29.Rial, A.、Javier, R.、Jesu's, V.、Eulogio, R.(2008)。An application of importance-performance analysis (IPA) to the management of sport centres。Managing Leisure，13，179-188。  new window
30.Siddiqui, S. H.(2011)。Islamic banking: True modes of financing?。New Horizon，2011(May/June)。  new window
31.Sayani, H.(2015)。Document customer satisfaction and loyalty in the United Arab Emirates banking industry。International Journal of Bank Marketing，33(3)，351-375。  new window
32.Tih, S.、Ennis, S.(2007)。Cross-industry analysis of consumer assessments of internet retailers' service performances。International Journal of Retail & Distribution Management，34(4/5)，290-307。  new window
33.Wang, Y.、Hing, P. L.、Yer, V. H.(2003)。The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China。Managing Service Quality: An International Journal，13(1)，72-83。  new window
34.Yavas, U.、Bilgin, Z.、Shemwell, D. J.(1997)。Service quality in the banking sector in an emerging economy: A consumer survey。International Journal of Banking Marketing，15(6)，217-223。  new window
35.Bolton, Ruth N.、Drew, James H.(1991)。A Multi-Stage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
36.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
37.Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing，41(1)，77-79。  new window
38.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
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會議論文
1.Ahmad, Z.(1984)。Concept and models of Islamic banking: An assessment。Seminar on Islamization of Banking。Karachi, Pakistan。  new window
2.Ali, M.(2000)。Islamic Development Bank and its role in financing projects。IEP-SAC Annual Seminar in Saudi Arabia。  new window
3.Ch, J. I.、Tasleem, M.、Akbar, S.、Iqbal, R.(2015)。The impact of employee satisfaction and service quality on perceived firm's performance in high contact service industry of Pakistan。2015 International Conference on Industrial Engineering and Operations Management (IEOM)，(會議日期: 1-8 July)。Dubai。  new window
研究報告
1.Imam, P.、Kpodar, K.(2010)。Islamic banking: How has it diffused?。International Monetary Fund。  new window
2.Ernst and Young(2014)。World Islamic Banking Competitiveness Report 2014-15。London。  new window
圖書
1.Archer, S.、Karim, R. A.(2002)。Islamic Finance: Growth and Innovation。London：Euromoney Books。  new window
2.Siddiqi, M. N.(1985)。Partnership and Profit-Sharing in Islamic Law。Leicester：The Islamic Foundation。  new window
3.Siddiqi, M. N.(1983)。Issues in Islamic Banking。Leicester：The Islamic Foundation。  new window
其他
1.Charlotte, M.(2014)。Islamic finance industry to be worth '2 trillion' by the end of 2014。  new window
 
 
 
 
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