2013 · 12 citations · 27 references
ManagementMarketingQuality ManagementPsychometricsQuality AssuranceTotal Quality ManagementConsumer SatisfactionCustomer SatisfactionCustomer Service ManagementService QualityService Quality AssuranceBank Customer SatisfactionCustomer Satisfaction VariablesCustomer Service MeasurementIslamic Banking Customer SatisfactionIslamic Banking Service QualityMultiple RegressionPerceived Service QualityService Quality Models
The level of customer service among counter staff has become one of the most troubling issues in the Islamic Banking system and operation. The underlying model of SERVQUAL Parasuraman (1988) with five dimensions was used by this particular research in order to evaluate the impact of service quality provided by Bank Islam Malaysia Berhad (BIMB) on customer satisfaction in Selangor area, Malaysia. The service qualities highlighted are reliability, assurance, responsiveness, empathy and tangible. 50 sets of questionnaires have been distributed randomly in the sample area. The study finds that there is a positive relationship among the variables selected based on the analysis using multiple regression analysis.
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Coefficient Alpha and the Internal Structure of Tests
Lee J. Cronbach · Psychometrika · 1951 · 43.2K citations · Full text
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