Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance.

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Main Authors:	Islam, Rafikul, Ahmed , Selim, Abdul Razak, Dzuljastri
Format:	Article
Language:	English
Published:	Emerald 2015
Subjects:	HG1501 Banking
Online Access:	http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf http://irep.iium.edu.my/47939/ http:// www.emeraldinsight.com http://dx.doi.org/10.1108/IJQSS-12-2014-0053
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Institution:	Universiti Islam Antarabangsa Malaysia
Language:	English

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record_format	dspace
spelling	my.iium.irep.479392016-03-23T02:11:47Z http://irep.iium.edu.my/47939/ Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri HG1501 Banking This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Emerald 2015 Article REM application/pdf en http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf Islam, Rafikul and Ahmed , Selim and Abdul Razak, Dzuljastri (2015) Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia. International Journal of Quality and Service Sciences , 7 (4). pp. 424-441. ISSN 1756-669X http:// www.emeraldinsight.com http://dx.doi.org/10.1108/IJQSS-12-2014-0053
institution	Universiti Islam Antarabangsa Malaysia
building	IIUM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	International Islamic University Malaysia
content_source	IIUM Repository (IREP)
url_provider	http://irep.iium.edu.my/
language	English
topic	HG1501 Banking
spellingShingle	HG1501 Banking Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
description	This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance.
format	Article
author	Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri
author_facet	Islam, Rafikul Ahmed , Selim Abdul Razak, Dzuljastri
author_sort	Islam, Rafikul
title	Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_short	Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_full	Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_fullStr	Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_full_unstemmed	Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia
title_sort	identifying the gaps between customer expectations and perceptions on service quality dimensions of islamic banks in malaysia
publisher	Emerald
publishDate	2015
url	http://irep.iium.edu.my/47939/1/Emerald_-_Identifying_the_gaps_between_customer_expectations_and_perceptions_on_service_quality_dimensions_of_Islamic_banks_in_Malaysia..pdf http://irep.iium.edu.my/47939/ http:// www.emeraldinsight.com http://dx.doi.org/10.1108/IJQSS-12-2014-0053
_version_	1643613283661381632

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

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