An investigate customer satisfaction toward Islamic Banking:service quality case on staff of Lembaga Zakat Negeri Kedah

Abstract

The purpose of this research project is to study the dimensions of services quality which consists of reliability, responsiveness, empathy and real that affect customer satisfaction in Islamic banking services among the community in the state. To achieve the objectives of this research project , research questions and four hypotheses were developed and tested. Next, each hypothesis is measured accordingly and the results obtained are then explained. In addition, the reading review in the research contained in this research project can provide a better understanding of the factors that influence the experience in using banking service and provide justifications for research questions and research problems. Primary data for the purpose of this study were collected through questionnaires and 150 sets of questionnaires were distributed to the target respondents who were among the employees of the Kedah State Zakat Board. Using Statistical Package for Social Science (SPSS) version 22.0 software, the data collected through the study questionnaire were analysed and the results obtained were discussed in the form of the tables and charts. In addition, the key findings of this research project were discussed to understand the relationship between the dimension of service quality consisting of tangibility, empathy, reliability and responsiveness to customer satisfaction as well as the relationship between customer satisfactions. The findings of this study found that two independent variables, namely empathy and reliability clearly influence customer satisfaction as well as the relationship between customer satisfactions. The findings of this study found that two independent variables, namely empathy and reliability clearly influence customer satisfactions in Islamic banking services. Finally, management implications and theoretical implications have been discussed to provide useful insights and information for Islamic banking institutions. In the meantime, the limitations encountered in this study will be addressed through the recommendations raised to assist future researchers in addressing those limitations.