Page 165 - rise 2017

Findings
The history of banking relationship
This study of historical Islamic banking relationships will give information regarding the bank’s
customer background and customer’s relationship with their banks. Based on Table II, the results
showed that the majority of customers have good relationship with Islamic banking where they hold
accounts above one to five years.
Meanwhile, 36 percent customers have less than one-year experience with Islamic banking, 8
percent from five to ten years and 2 percent more than ten years. Thus, the greater the number of years’
relationship between customers with their banks, the higher degree of their customers in holding the bank
accounts. It is advantageous for Islamic banking to maintain a long-term relationship with their
customers.

Table II
The history of banking relationship
Attribute Percentage
The period time customer relationship with Islamic Bank
Less one year 36
One to five years 54
Five to ten years 8
More than ten years 2

Muslim and non-Muslim perception of service quality
Table III shows the mean scores and t-test coefficients for the significance perception of Muslim and
non-Muslim customers on the service quality dimension.
In this case, Muslim customers have higher mean score compared to non-Muslim customers. The
highest mean scores for Muslim customers was 20.00 whereas the Islamic bank ability to provide
accurate and dependable services to the customers and the lowest mean scores was 14.63 whereas the
Islamic bank readiness to provide each customer with personal. At the same time, the highest mean
scores of non-Muslim customers were 20.27 whereas the Islamic bank provides diverse features to
customers (such as the firm’s specific service knowledge, polite and trustworthy behavior of employees).
A t-test was used to test the statistical differences between mean scores perception of service
quality between Muslim and non-Muslim customers. Through this finding and analysis H1, H2, H3, H4,
H5 and H6 fails to reject because there are have positive relationship between Shariah compliance,
reliability, responsiveness, assurance, empathy, tangibility and customer satisfaction.

Table III
Distribution of mean scores and t-test results of service quality
Mean
Muslim Non-Muslim
Group statistics p-value
(n=35) (n=15)
Shariah Compliance 19.54 18.93 0.094
Reliability 20.00 19.27 0.211
Responsiveness 19.43 18.53 0.101
Assurance 19.60 20.27 0.171
Empathy 14.63 14.27 0.272
Tangibility 19.97 19.73 0.174

Overall Customer satisfaction with Islamic banking
As seen in table IV, the level of customer satisfaction was measured using a five Likert scale ranging
from “strongly disagree (1)” to “strongly agree (5)”.
In this study, Pearson Correlation Coefficient is used for test the hypothesis. The hypothesis
tested is that linear relationship exists between two variables, dependent and independent variable, as
seen in the correlation coefficient (r). The analysis shows that the result of tangibility, reliability,
responsiveness, assurance, empathy and compliance have a highly significance correlation with