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 convenitmce 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
Relationship between perceived corporate social , Customer service in Islamic bank