Functional Service Quality Satisfaction of Islamic and Conventional Credit Card Users in Malaysia

Nuradli Ridzwan Shah Mohd Dali, Shumaila Yousafzai, Hanifah Abdul Hamid



The objective of this paper is to deepen the understanding of customers’ satisfaction among credit card users. The study employs the Servperf model to evaluate the functional service quality dimensions of satisfaction of credit card users of Islamic versus conventional banking in Malaysia. The comparison between different types of credit card users is examined using factor analysis and regression. The dimensions are found to be robust for different types of credit card users, except for the Assurance dimension. The dimension did not form significantly in the factor analysis whenever respondents, who are Islamic credit card users, are included. Meanwhile, all of the dimensions are found in the regression analysis to have positive relationships with customer satisfaction, which are consistent with the theoretical prediction. This is the first contextual study conducted in the credit card industry that compares the functional service quality satisfaction of Islamic credit card users with conventional credit card users.

Keywords: Credit card users’ satisfaction; Islamic credit card; functional service quality


Tujuan kertas kerja ini adalah untuk mendalami pemahaman tentang kepuasan pelanggan dalam kalangan pengguna kad kredit. Kajian ini menggunakan model Servperf untuk menilai dimensi kualiti perkhidmatan fungsian perbankan Islam dan konvensional di Malaysia. Perbandingan antara jenis-jenis pengguna kad kredit yang berbeza dijalankan menggunakan analisis faktor dan regresi. Semua dimensi kepuasan didapati mempunyai ketahanan untuk kumpulan pengguna kad kredit yang berlainan, kecuali dimensi jaminan. Dimensi ini tidak dapat membentuk secara signifikan semasa analisis faktor dijalankan terutamanya apabila ianya melibatkan pengguna kad kredit Islamik. Sementara itu, semua dimensi didapati mempunyai hubungan positif dengan kepuasan pelanggan dalam analisis regresi dan konsisten dengan jangkaan teoretikal. Kajian ini adalah kajian kontekstual yang pertama dijalankan untuk industri kad kredit, membandingkan kepuasan kualiti perkhidmatan fungsian pelanggan kad kredit Islamik dan konvensional.

Kata kunci: Kepuasan pengguna kad kredit; kad kredit Islamik; kualiti perkhidmatan fungsian 

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