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

@article{Amin2008AnEO,
  title={An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking},
  author={M. Amin and Zaidi Isa},
  journal={International Journal of Islamic and Middle Eastern Finance and Management},
  year={2008},
  volume={1},
  pages={191-209}
}
  • M. Amin, Zaidi Isa
  • Published 2008
  • Business
  • International Journal of Islamic and Middle Eastern Finance and Management
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… Expand

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