CUSTOMER PERCEPTION OF SERVICES QUALITY OF THE ISLAMIC BANKING IN MALAYSIA DURING COVID-19 PANDEMIC

Md. Kamal Uddin; Abul Bashar Bhuiyan; Dhanonjoy Kumar; Tasnuba Haque; Mohammad Sahabuddin

doi:10.46281/ijbmf.v8i1.1894

Md. Kamal Uddin https://orcid.org/0000-0003-1679-045X
Abul Bashar Bhuiyan https://orcid.org/0000-0003-1763-124X
Dhanonjoy Kumar https://orcid.org/0000-0002-0147-9303
Tasnuba Haque https://orcid.org/0000-0002-4108-0719
Mohammad Sahabuddin https://orcid.org/0000-0001-7929-7940

DOI: https://doi.org/10.46281/ijbmf.v8i1.1894

Keywords: Customer Satisfaction, Competency, Islamic Banking, Reliability, Service Quality, Transparency.

Abstract

The aims of this study is to explore the factors that affect customers’ satisfaction with Islamic banking services in Malaysia during Covid-19 pandemic. The study is basically conducted on the basis of primary data collected by a well-structured questionnaire using Google Form. The respondents were 102 customers of Islamic Banking in Malaysia by using a simple random sampling technique. Both descriptive and inferential statistics have been used in the study. Descriptive statistics include percentage, mean, standard deviation and inferential statistics include, Reliability test, ANOVA, and Multiple Regression analysis. Regression analysis applies to find the casual effect relationship between dependent and independent variables. The study results show that reliability, competence, and service quality have a positive and significant relationship with customer satisfaction except transparency. The study reveals that reliability, competence, and service quality significantly affect customer satisfaction of Islamic banking services during Covid-19 pandemic but transparency has no effects on satisfaction during the pandemic situation. The study emphasizes that the Islamic banking institutions in Malaysia should focus the reliability and competency to enhance the quality of services during the crisis periods and to meet the customers’ expectations which led to customer loyalty.

JEL Classification Codes: G20.

Author Biographies

Md. Kamal Uddin

Assistant Professor, Department of Accounting and Information Systems, Islamic University, Kushtia, Bangladesh

Abul Bashar Bhuiyan

Associate Professor, Faculty of Business and Accountancy, Universiti Selangor, Shah Alam, Malaysia

Dhanonjoy Kumar

Professor, Department of Management, Islamic University, Kushtia, Bangladesh

Tasnuba Haque

Lecturer, Faculty of Business and Accountancy, Universiti Selangor, Shah Alam, Malaysia

Mohammad Sahabuddin

Assistant Professor, Faculty of Business Administration, University of Science and Technology Chittagong, Bangladesh

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