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customer’s satisfaction. The bivariate correlation procedure shows that the research hypothesis subject to
a two tailed test of statistical significance at two different levels – highly significant (p<.001) and
significant (p<.01) or (p<.05). The results of correlation analysis also confirmed that the independent
variables of service quality dimensions and compliance are highly correlated with dependent variables
which is customer satisfaction at P-value (p<0.01 or p<0.05). Therefore, this analysis has supported the
six hypotheses (H1, H2, H3, H4, H5 and H6).

Table IV
Results of hypotheses tests
Customer Satisfaction
Variables Results
p-value
Shariah Compliance 0.716 H1 was supported
Reliability 0.747 H2 was supported
Responsiveness 0.673 H3 was supported
Assurance 0.778 H4 was supported
Empathy 0.777 H5 was supported
Tangibility 0.769 H6 was supported

Furthermore, the significant path correlations shown that assurance and the empathy dimensions
had the most positive impact on Islamic banking service quality at Bandar Enstek followed by tangibility,
reliability, shariah compliance and responsiveness respectively. The standardize path was 0.778 for
assurance and 0.777 for empathy, 0.769 for tangibility, 0.747 for reliability, 0.717 for shariah compliance
and 0.673 for responsiveness but it was significant (p = 0.000).

Discussions and Conclusions
The results confirmed that the six dimensions (tangible, reliability, responsiveness, assurance, empathy,
and compliance with Shariah) are distinct constructs. The results indicated that Islamic banking service
quality consisting of six dimensions has appropriate reliability and each dimensions have a positive
significant relationship with Islamic banking service quality.
For Malaysian Islamic banking service quality, responsiveness was the key driver of service
quality, followed by reliability, assurance, Shariah compliance and tangibility respectively. It means that
Islamic banking in Malaysia should improve the assurance perspectives such as guarantee competence,
courtesy, credibility, and security to customers by organization’s staff and adapt using their knowledge.
In addition to the responses of attitudes towards Islamic banking, there were no significant
differences between Muslim and non-Muslim customers. In the context of the history banking
relationship, most of them have had banking experience and dealt with Islamic banking for more than one
year. 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.
In general, this study highlights that service quality of Islamic banking in Malaysia give high
impact on customer satisfaction. Islamic banks need to improve the relationship between bank and
customers, and this is based on customer trust towards the principles of Shariah (compliance) used in
creating that relationship. In the Malaysian banking context, Muslim customers’ trust in Islamic banks
may be linked to customers perceiving that products and services are running with Shariah principles.
One explanation for this could be that respondents may have believed and feel that the operations of
Islamic banking system are consistent with Islamic principles, as the mechanisms to ensure that Islamic
banks are Shariah compliance are numerous. The legitimate of Islamic banks operations are strongly
backed up by the Central Bank of Malaysia and Shariah Advisory Council to assist and supervise the
compliance aspects. This confidence is based on the customer’s belief that Malaysian governance rules
sufficiently supervise Islamic banks. This has significant impact on consumer behavior decisions and
influences their perceptions towards Islamic banks.