Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal International Journal of Supply Chain Management
Khairul Firdaus Adrutdin
Universiti Kuala Lumpur Malaysian Institute of Industrial Technology MITEC
Decision Sciences, Operations Research & Management Engineering Environmental Science Industrial & Manufacturing Engineering Transportation

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
A Study of Retail Islamic Banking: The Relationship between Customer Knowledge and Service Quality Khairul Firdaus Adrutdin; Azlan Ali; Jimisiah Jaafar; Sallaudin Hassan; Nur Syafiqah A. Rahim
International Journal of Supply Chain Management Vol 5, No 2 (2016): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (13.161 KB)

Abstract

This paper encompasses on the relationship between customer knowledge function and service quality dimension and the effect on customer satisfaction in the context of Malaysian retail Islamic banking. As one of the challenges faced by retail Islamic banking is the customer satisfaction where the level of services rendered and knowledgeable front liners are the concerns, retail Islamic banking needs to improve on their quality of customer services and its measurement should consist of interaction quality and outcome quality. The issues of lack of customer knowledge, awareness and information on retail Islamic banking could be the resulted from the low interaction and outcome of the quality of knowledge supply. Meanwhile, distinctive attention is actually required from the Islamic banking staff due to the complexity of retail Islamic banking products. The customer knowledge function in retail Islamic banking itself should be therefore emphasized alongside with the service quality dimension in order to ensure that the supply of knowledge to the customer will in turn help to increase the customer satisfaction.
Co-Authors Azlan Ali Jimisiah Jaafar Nur Syafiqah A. Rahim Sallaudin Hassan