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Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad


  • Ahmed, Khalil


Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers. The purpose of this study is to understand the impact of E-SERVQUAL model on customer satisfaction in Bank Islam Malaysia Brhd (BIMB). Four service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy have been established based on the SERVQUAL model modified by Han and Beak (2004). These variables have been tested to explore the relationship between online service quality and the customer satisfaction. The data were gathered through a questionnaire with 21 customers. The study shows that these dimensions are good to measure the relationship between online service and customer satisfaction. The study also explores that empathy, reliability, and responsiveness have more contribution to satisfy the customers of Bank Islam online banking service.

Suggested Citation

  • Ahmed, Khalil, 2011. "Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad," MPRA Paper 30782, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:30782

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    References listed on IDEAS

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    6. Tung, Rosalie L. & Aycan, Zeynep, 2008. "Key success factors and indigenous management practices in SMEs in emerging economies," Journal of World Business, Elsevier, vol. 43(4), pages 381-384, October.
    7. Ferligoj, Anuska & Prasnikar, Janez & Jordan, Vesna, 1997. "Competitive Advantage and Human Resource Management in SMEs in a Transitional Economy," Small Business Economics, Springer, vol. 9(6), pages 503-514, December.
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    More about this item


    Service quality dimensions; E-SERVQUAL model; and customer satisfaction;

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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