An analysis of customer satisfaction on employee professionalism: a comparison between Islamic and conventional banks in Malaysia

• Main Authors: Kamarudin, Ainatul Aqilah, Kassim, Salina
• Format: Article
• Language: English; English
• Published: Emerald Group Publishing Ltd. 2020
• Subjects: HG1501 Banking; HG3368 Islamic Banking and Finance
• Online Access: http://irep.iium.edu.my/83078/1/83078_An%20analysis%20of%20customer%20satisfaction%20on%20employee%20professionalism.pdf; http://irep.iium.edu.my/83078/2/83078_An%20analysis%20of%20customer%20satisfaction%20on%20employee%20professionalism_scopus.pdf; http://irep.iium.edu.my/83078/; https://www.emeraldgrouppublishing.com/journal/jima; https://doi.org/10.1108/JIMA-03-2020-0063
• Institution: Universiti Islam Antarabangsa Malaysia

Purpose – This paper aims to make a comparative analysis about the level of customer satisfaction on employee professionalism between Islamic and conventional banks in Malaysia. It also explores the important factors that attract customers to banks and identifies the strategies to improve customer...