International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Adaptive of SERVQUAL Model in Measuring Customer Satisfaction towards Service Quality Provided by Bank Islam Malaysia Berhad (BIMB) in Malaysia
Mohamad Idham Md Razak, Siti Najah Raihan Sakrani, Shafezah Abdul Wahab, Norazira Abas, Noor Junaini Arwin Yaacob, Siti Nurul Aini Mohd Rodzi

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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