An analysis of customer satisfaction on employee professionalism: a comparison between Islamic and conventional banks in 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...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English English |
| Published: |
Emerald Group Publishing Ltd.
2020
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| Subjects: | |
| 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 |
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| Institution: | Universiti Islam Antarabangsa Malaysia |
| Language: | English English |
| Summary: | 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 satisfaction on
employee professionalism.
Design/methodology/approach – This study uses a quantitative approach, where questionnaires are
distributed to a total of 312 respondents.
Findings – The results show that customers are more satisfied with the conventional banks’ employees in
terms of their reliability, responsiveness, assurance and empathy, except for tangibility, where they are more
satisfied with the Islamic banks’ employees. It is also found that customers who have been engaging with the
bank for more than one year consider each dimension of employee professionalism as important in ensuring
their satisfaction with the bank.
Research limitations/implications – This study is conducted in Malaysia and the respondents of this
study are limited to 312 respondents only.
Originality/value – This study provides some insights on the area of service quality and customer
satisfaction from a developing country’s environment (Malaysia) using the modified SERVQUAL model to
perceive professionalism. This paper also explores a more specific area by highlighting the significance of
service quality towards customer satisfaction from the perspective of gender, religion and respondents’ period
of being a customer to the bank. |
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