The relationship between perceived Islamic bank corporate social responsibility based customer service and customer satisfaction: the role of religiosity as a moderator
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Date
2010
Authors
Ahlam, Waemusor
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Abstract
The purpose of this study is to identify the relationship between perceived corporate social responsibility based customer service in Islamic bank and satisfaction of Muslim customer. The objectives of the study are to identify perceived customer service regarding CSR in Islamic bank, to investigate satisfaction of Muslim customer in using Islamic bank customer service, and to examine whether religiosity of Muslim customer influences their satisfaction. The variables under studied in this research were Islamic bank customer service which comprised of fast and efficient service, friendly personnel, knowledge and competent personnel, convenience, environmental practice and impact, religiosity and customer satisfaction. The sample consisted of 122 Muslim consumers located in Penang area. The goodness of measure which obtained through the applications of factor and reliability analysis was used to improve the questionnaire validity. Pearson’s correlation, Multiple Regression, and Hierarchical Regression were used in the hypothesis testing in order to analyse the significant of the relationship. The findings indicated that customer satisfaction with Islamic bank customer service is related to their religiosity.
The empirical evidence of this study revealed that fast efficient service, knowledge and competent personnel, and convenience have influence over customer satisfaction. As for the moderator (religiosity), it was noted that there were significant towards between convenience and customer satisfaction, environmental practiced and customer satisfaction. However, it was noted that there were no significant towards between fast efficient service and customer satisfaction, knowledge competent personnel and customer satisfaction. This research provides evidence for the management in the banking industry to know the relative importance of CSR in the Islamic bank for the purpose better providing customer service.
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Keywords
Business Administration , Corporate Social Responsibility , Customer Satisfaction , Customer Service