Influence of Demographic Factors on SQ Attributes: The Case of Islamic Banks and Takaful

Abstract

Both Islamic banks and Takaful play significant roles in providing services not only to Muslim consumers but also to non-Muslim consumers. This paper examines customers perceptions and the influence of demographic factors on service quality attributes of Islamic Banks and Takaful. This study is limited to a sample of 200 respondents for Islamic banks and 600 respondents for Takaful, surveyed from three main regions in the East Coast of Malaysia. The measurements of attributes used in this study were based on the widely accepted SERVQUAL and CARTER models for Islamic banks and Takaful. Descriptive statistics and one-way analysis of variance (ANOVA) were used to examine the perceptions of customers towards service quality attributes. Chi-square tests were used to examine the influence of demographic factors on service quality attributes of Islamic banks and Takaful. The outcome of this study is hoped to enrich the study on service quality for the Islamic financial services industry.