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Mean
Assurance 19.60 20.27 0.171
Empathy 14.63 14.27 0.272

Tangibility 19.97 19.73 0.174

Table III Distribution of mean scores and t-test results of service quality

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 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).

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

Table IV Results of hypotheses tests

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

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