International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online)


Measuring the perceive service Quality in the Islamic Banking System in Malaysia
Abed Abedniya, Majid Nokhbeh Zaeim

The purpose of this study is measuring customers’ perceived service quality by using of difference between customers’ expectation and perception in the context of Islamic banking system in Malaysia. The work of Islamic bank drives from Islamic principal and Sharia that is differentiate with conventional bank. Therefore, it is important for Islamic banks to determine what customers expect and then develop service products that meet or exceed their perception. In Islamic countries such as Malaysia, Religion is an important factor that can influence on customers’ attitude about services. Nowadays, Islamic bank has strong competition with conventional bank because they are faced with different customer expectation to receive high quality services that they serve. Therefore, Islamic bank must think about how they can improve their service to increase customers’ perceive quality in compared with conventional bank. In this study we are using CARTER instrument and disconfirmation model for measuring perceive service quality. In addition, this study indicates the gap between customer expectation and perception concerning service quality dimension base on CARTER instrument. By measuring this gap we can find the level of customers’ perceive service quality. Furthermore, implications and limitations of this study, as well as directions for future research are discussed.

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