Customer satisfaction with service quality of Islamic Bank of Thailand Head Office.

Abstract

The objectives of this research were to study 1) personal factors of clients using services at Islamic Bank of Thailand( IBANK), head office 2) supporting factors 3) their satisfaction on the quality of services provided by IBANK, head office 4) compare their satisfaction on the quality of services based upon their personal factors 5) the relationship between supporting factors (policy on interest-free transactions based on mutual profit or loss, Islamic way of banking) with their satisfaction on the quality of IBANK's services. Samples included 384 IBANK-head office's clients. Questionnaire was used as a tool to collect the data. Statistics used in this study included both descriptive statistics (frequency, percentage, mean, standard deviation)

            Outcome of the research revealed that the mean scores on customers' satisfaction towards the quality of services provided by IBANK-head office were highest on a given rating scale in every aspect. The mean scores on supporting factors were also highest in every aspect. The study also indicated that customers with different age, education did differ in their satisfaction on the bank services while customers with different sexes, monthly income did not differ in their satisfaction on the bank's services. Study of relationship showed that supporting factors were positively correlated to satisfaction on the quality of services, although the relationship was poor. On the other hand, supporting factors were correlated to Islamic way of banking and the relationship was moderate.