The  Mediating Role of Organisational Competence on the Relationship Between Tangible, Assurance and Customer Satisfaction in Amanah Ikhtiar Malaysia (AIM) – A SERVQUAL-RBV Perspective

Nur Farah Alia Zakaria; Wan Nur Rahini Aznie Zainudin; W Muhammad Zainuddin Wan Abdullah

doi:10.33102/jmifr.707

Authors

Nur Farah Alia Zakaria Faculty of Science and Technology, Universiti Sains Islam Malaysia, 71800 Nilai, Negeri Sembilan, Malaysia. https://orcid.org/0009-0005-7025-6065
Wan Nur Rahini Aznie Zainudin Faculty of Science and Technology, Universiti Sains Islam Malaysia, 71800 Nilai, Negeri Sembilan, Malaysia. https://orcid.org/0000-0003-4604-6074
W Muhammad Zainuddin Wan Abdullah Faculty of Science and Business, Economic and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia. https://orcid.org/0000-0003-3464-2119

DOI:

https://doi.org/10.33102/jmifr.707

Keywords:

Resource-Based view, service quality dimensions, microfinance institutions, customer satisfaction, organisational competence

Abstract

In a competitive microfinance industry, sustainability relies on high-quality services and organisational competence. Amanah Ikhtiar Malaysia (AIM), a leading microfinance institution, faces challenges in maintaining customer satisfaction amid changing dynamics and specific client needs. In light of these challenges, this study fills a gap by examining the direct effects of tangible and assurance on customer satisfaction and organisational competence. It also explores the mediating role of organisational competence in the relationship between Service Quality (SERVQUAL) dimensions and customer satisfaction. This paper analyses measurement scale reliability and validity, along with descriptive statistics and Ordered Probit Regression, using data from 384 AIM respondents. The results demonstrate that organisational competence partially mediates the relationship between customer satisfaction and SERVQUAL, specifically tangible and assurance. Both tangible and assurance significantly influence customer satisfaction and are mediated by organisational competence. These results provide an exploratory dimension to the Resource-Based View (RBV) on organisational competence, which mediates the indirect relationship between tangible, assurance, and customer satisfaction. In addition, these findings imply the need to continue investing in organisational competence and superior client service operations to increase customer satisfaction and retention rates in the microfinance context.

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