Abstract
This paper aims to evaluate the service quality of Islamic banking and to explore the
withdrawal behavior of Islamic banking depositors based on their evaluation towards
its service quality in the context of Brunei Darussalam. A total of 180 Islamic banking
customers in Brunei Darussalam were involved through a direct survey. Factor
analysis is used to uncover the key dimensions of Brunei Islamic banking service
quality. Afterwards, the importance and performance analysis (IPA) was employed to
evaluate the importance and performance level of Brunei Islamic banking service
quality. The five key dimensions of Brunei Islamic banking service quality uncovered
here including assurance, reliability, tangibles, empathy, and rates and charges.
Interestingly, only three dimensions survive and two are rated high in importance and
low in performance. These are empathy and rates and charges. Therefore, bank
management is required to give more attention and priority on how to improve the
situation.
Muhamad Abduh. (2016) Islamic Banking Service Quality and Deposit Withdrawal Risk: Evidence from Brunei Darussalam, Islamic Banking and Finance Review, Volume 3, Issue 1.
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