An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking

Purpose – This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach.Design/methodology/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions to measure Malaysian Islamic banking service quality. Respondents are the customers (Muslim and non‐Muslim) who visit the bank counters. They must have an account with one of the full‐fledged Islamic banking and dual‐banking systems.Findings – The results showed that the proportion of Malaysian Muslims' awareness of the Islamic banking products and services were high compared to non‐Muslim customers. The majority of the Islamic banking customers were satisfied with the overall service quality provided by their banks. The findings suggest that the standard model of Islamic banking service quality dimensions should cons...

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