Bank Selection Criteria and Service Quality of Islamic Banking : A Comparison Between Muslim and Non-Muslim Students and Its Effect on Student's Satisfaction

Abstract

This study examines the relationship between bank selection criteria and service quality towards the level of student’s satisfaction using a field study of 270 students in one of the university in Malaysia. The findings reveal that both bank selection criteria and service quality are vital factors that determine the level of student’s satisfaction towards a banking institution. Specifically, this study illustrate that the more the bank are able to achieve the criteria of bank selection required by its customer and also meeting up the level of service quality demanded by its customer, the more satisfied the customer will be. The findings of this study have significant contribution to the body of knowledge in customer satisfaction management in banking institution as well as practical implication to management of banking institution especially in the area of service quality and bank selection preference that requires improvements and attentions.

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