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3. Methodology

The questionnaire used in this study was adopted from the work of Othman and Owen (2001). It
comprised of three parts: Part 1 contains customer’s relationship with Islamic Banking and Part 2 consists
of perceptions of respondents according to the six dimensions listed. These are shariah compliance,
tangibility, reliability, responsiveness, assurance and empathy. A five-point Likert scale ranging from
strongly disagree = 1 to strongly agree = 5 was used to measure the 37 attributes. Part 3 contains
questions regarding demographic profiles of respondents which determined based on the characteristics
of Malaysian banking customers: aged 18 years and older, gender, marital status, education level,
monthly income and profession.
Respondents used were retail customers of Bank Islam Malaysia Berhad located at Bandar Enstek. A
total of 100 questionnaires were distributed and 66 were returned. 16 questionnaires are incomplete
because the respondents are not answering a few questions and leave it blanks. So, the total of valid
questionnaires is 50. The sample elements within each quota were selected based on the convenient
sampling. The sample consisted of 46 percent male and 54 percent female. About 78 percent were in the
age range between 18 – 30 years old, 14 percent between 30 – 40 years old, 4 percent between 41 – 50
years old and the remainder were age 51 and above. The results of marital status show that 78 percent
were single, 8 percent were married and 2 percent were divorced. In terms of education, 74 percent of the
respondents had a University degree while the remainder with primary or secondary education, 74
percent earned between RM24K and less while the remainder earned more than RM24K per year.
Descriptive statistics of the demographic variables is shown in Table I.

Measure Items Frequencies (%)
Gender Male 23 45.0

Female 27 54.0
Age 18-30 years 39 78.0

31-40 years 7 14.0
41-50 years 2 4.0
More than 51 years 2 4.0

Religion Muslim 35 70.0
Non-Muslim 15 30.0

Race Malay 36 72.0
Chinese 5 10.0

India 8 16.0
Others 1 2.0

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