Page 152 - eProceeding-IRSTC2017 & RESPEX2017

MOHAMMAD FIRDAUS BIN AHMAD / JOJAPS – JOURNAL ONLINE JARINGAN COT POLIPD
They will consider 1) friendliness of bank personnel, 2) fast and efficient services, 3) reputation and image of bank, 4)
speed of transactions, and lastly 5) confidentiality of bank. According to Mamun Rashid, M. Kabir Hassan and Abu Umar
Faruq Ahmad (2008), higher demand of Islamic banking products and services requires existence of superior quality in service,
efficiency in system, strict compliance to Islamic Shari’ah and satisfactory community service through job creation and
ensuring consistency in service provisions. In this study, their finding on respondents responses is corporal efficiency as the
major factors that consumer consider in selecting Islamic banking and it was followed by religious factor. To make customer
satisfaction the agility of staff service and automatic banking are the most appreciated factor and this was being prove through
a research made by Moutinho and Smith (2002). According (Anderson and Sullivan, 1993) strong linkage has been clear
between service quality dimensions (for example fast responses to enquiries) and overall customer satisfaction. The last but not
least Al-Hawari and Ward (2006) also found that automatic banking is the important factor in the service quality bank selection
criteria. As a conclusion the agility and efficiency can make customer satisfy with the service provide by bank.

3. Methodology

According to Sekaran (2006), population refers to the entire group of people, event, or things of interest that researcher
wishes to investigate. In this research, the target population is the customer of Bank Rakyat in Indera Mahkota. All of them are
from various people and have used the products and services of Bank Rakyat. The reason why researcher chooses this
population is the researcher want to study regarding the customer acceptance towards personal financing-i offered by Bank
Rakyat in Indera Mahkota. Therefore, the researcher wants to select the respondents among customer who applied for
financing at Bank Rakyat Indera Mahkota. 100 respondents will be distributed with a set of questionnaire. Sampling is the
process of selecting a sufficient number of elements from the population, so that a study of the sample an understanding of its
properties or characteristics would make it possible for us to generalize such properties or characteristics to the population
elements. The elements in the population do not have any probabilities attached to their being chosen as sample subjects. This
means that the findings from the study of the sample cannot be confidently generalized to the population. Some of the non-
probability sampling plans are more dependable than others and could offer some important leads to potentially useful
information with regards to the population. In this study, researchers choose to use non probability sampling that is convenient
sampling. Convenient sampling is a no probability sampling design in which the data and information for the research are
gathered from members of the population conveniently accessible for the researcher. The study will analyze the data using the
Statistical Package for Social Science (SPSS 21.0). This program provides many benefits to researchers because this program
helps to facilitate data clearing and checking for logical inconsistencies in the dataset. In this study, not all variables consistent
with the hypotheses and research question. Therefore, with this program the researchers can identify which one of the variables
that is supported or not related to the dependent variable. The researchers will carry out data mining procedure before the
actual data analysis is performed. The other program that we use is descriptive analysis. The opinions from the respondents
will be coded accordingly before being transferred into data file. We also use the frequency distribution because this program
will be used to tabulate the number of responses received for each question. For this study, the best methods used to collect
data basically involved giving out questionnaire, interviews, fieldwork (observation), sourcing out other information
(secondary data) from business journals, retailing journals, published articles from the internet or newspapers and magazines,
as well as gathering figures from business periodical indexes. The questionnaires are distributed to Bank Rakyat members and
ordinary customers. Personal interviews are also conducted on a one-to-one basis, based on the need to derive more in-depth
information on the retailer and the shopping centre’s management. In preparing a set of question for this research, the
researcher has been used several scale in the questionnaire. A questionnaire is a formulated written set of question to which
respondents’ records their answers, usually within rather closely defined alternatives. Questionnaires are an efficient data
collection mechanism when the researcher knows exactly what is required and how to measure the variables of interest.
Questionnaire can be administered personally, mailed to the respondents, or electronically distributed. The purpose to use
several scales is to make the questionnaire interesting and have variety. There is several scales use in developing the
questionnaire. A scale is a tool or mechanism by which individuals are distinguished as to how they differ from one another on
the variables of interest to our study.

4. Findings

Reliability analysis for all variables

In order to gets the exact finding of the research on customer acceptance on Bank Rakyat’s Personal Financing in Indera
Mahkota branch; the researcher has done few tests from the SPSS software. The tests are reliability test, frequency test and
hypothesis testing which uses the Pearson’ Correlation to test the hypothesis. Overall, the tests can shows the relationship
between all variables and identify which variable is significant or not significant.

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