Hubungan Antara Kualiti Produk, Kualiti Perkhidmatan dan Kepuasan Pelanggan dalam Perbankan Islam

Authors

  • Mohd Fauzwadi Mat Ali Islamic Business School Universiti Utara Malaysia, Malaysia
  • Abu Bakar Hamed Islamic Business School Universiti Utara Malaysia, Malaysia
  • Muhammad Nasri Md Hussain Islamic Business School Universiti Utara Malaysia, Malaysia

DOI:

https://doi.org/10.32890/ijms2013.20.1.6

Keywords:

Kepuasan pelanggan, kualiti produk, kualiti perkhidmatan, perbankan Islam, Islam, Malaysia

Abstract

Perkembangan sistem perbankan Islam di Malaysia adalah berdasarkan kepada kesedaran dan permintaan masyarakat kepada suatu sistem yang bebas daripada unsur gharar dan riba. Justeru, objektif utama kajian ini adalah untuk mengkaji hubungan antara kualiti produk dan kualiti perkhidmatan dengan kepuasan pelanggan dalam perbankan Islam. Kualiti produk melibatkan keselesaan dan keberadaan produk, manakala kualiti perkhidmatan adalah kepatuhan, jaminan, ketara, empati, responsif dan kebolehpercayaan. Kajian ini melibatkan data kuantitatif dan data dikutip dengan menggunakan soal selidik. Pembantu penyelidik digunakan bagi mengutip data dari responden yang merupakan pelanggan perbankan Islam. Sebanyak 266 borang soal selidik telah diterima untuk dianalisis dengan menggunakan program Statistical Package for Social Science (SPSS). Analisis deskriptif kepuasan pelanggan perbankan Islam adalah tinggi. Begitu juga bagi faktor-faktor kualiti produk dan kualiti perkhidmatan. Kesemua faktor kualiti produk dan kualiti perkhidmatan menunjukkan korelasi yang positif dan signifi kan dengan kepuasan pelanggan. Analisis regrasi berbilang menunjukkan pemboleh ubah kualiti produk dan kualiti perkhidmatan menerangkan 64 peratus varian dalam kepuasan pelanggan. Faktor responsif, empati, ketara, kepatuhan dan keberadaan produk merupakan faktor-faktor yang mempengaruhi kepuasan pelanggan secara signifi kan. Keputusan menunjukkan bahawa pelanggan berpuas hati terhadap kualiti produk dan kualiti perkhidmatan yang disediakan oleh pihak perbankan Islam. Pihak perbankan Islam seharusnya memberikan perhatian yang khusus dan prihatin kepada kehendak pelanggan, meyakinkan pelanggan dengan kepatuhan syariah terhadap produk yang ditawarkan, menonjolkan kemudahan dari segi fi zikal, peralatan dan penampilan imej kakitangan serta berkeinginan untuk membantu dan menaikkan imej institusi perbankan Islam.
 
Kata kunci: Kepuasan pelanggan; kualiti produk; kualiti perkhidmatan; perbankan Islam; Islam; Malaysia.
 

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Published

30-06-2013

Issue

Vol. 20 No. 1 (2013): International Journal of Management Studies (IJMS) Vol. 20, No. 1 June 2013

Section

Articles

Research impact

Harvested 2026-09-08
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Identifiers DOI 10.32890/ijms2013.20.1.6