Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study
This study measures the perceptions of Islamic bank's red customers in Malaysia using CARTER a new model to measure service quality. The findings of this study show significant validity for d CARTER's 35 items and six dimensions in terms of their importance in both weights and percent...
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| Main Authors: | , , |
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| 格式: | Article |
| 語言: | English |
| 出版: |
Kolej Universiti Islam Malaysia
2012
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| 主題: | |
| 在線閱讀: | http://ddms.usim.edu.my/handle/123456789/5299 |
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| 總結: | This study measures the perceptions of Islamic bank's red customers
in Malaysia using CARTER a new model to measure service quality.
The findings of this study show significant validity for d CARTER's
35 items and six dimensions in terms of their importance in both
weights and percentage. Amongst all six dimensions included in the
model, the compliance dimension was reported to be most
important by BIMB's customers and a strong link between service
quality and customer satisfactions does exist. Thus, this study shows the importance for Islamic banks to place cultural difference in front when adopting service quality. |
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