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The causal relationship between service quality and customer satisfaction is the subject of great
academic debated and no consensus has been reached (Bahia et al., 2000). Nevertheless, from a
theoretical point of view the researchers and academics have established the conceptual definition of
customer satisfaction. Therefore, in this study a set of hypothesis, service quality is positively related to
customer satisfaction is develop (Amin, M. and Isa, Z., 2008).

Research model and hypotheses
In this study, the conceptual framework is needed in order to know the relationship from one variable to
the other variables. A variable is anything that can take on differing or varying value. The findings of this
study are consistent with previous studies by (Othman and Owen 2001) who stated that there was a
strong link between service quality and customer satisfaction in Bank Islam. This research is conducted
to address the hypotheses which are first, there is a strong relationship between service quality
dimensions and customer satisfaction in banking services and there is relationship between service
quality and customer satisfaction in banking services. The hypothesis designed for this paper is based on
the following assumptions:

H1. There is significant positive relationship between Shariah compliance and customer satisfaction.

H2. There is significant positive relationship between reliability and customer satisfaction.
H3. There is significant positive relationship between responsiveness and customer satisfaction.
H4. There is significant positive relationship between assurance and customer satisfaction.

H5. There is significant positive relationship between empathy and customer satisfaction.
H6. There is significant positive relationship between tangibility and customer satisfaction.

Figure 1 – Research model

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