The influence of gender and personality traits on customer’s assessment of Islamic banking service quality

Rahayu, Yayuk Sri ORCID: https://orcid.org/0000-0001-6315-7943 and Solekah, Nihayatu Aslamatis ORCID: https://orcid.org/0000-0002-6722-8283 (2019) The influence of gender and personality traits on customer’s assessment of Islamic banking service quality. International Journal of Engineering and Technology, 8 (1.9). pp. 617-618. ISSN 2227-524X

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Abstract

Background: The competition in the banking business increased concurrently with the growth of both conventional and Islamic banking and to win the competition, the bank must provide a qualified service. Personality of employees in providing services affects the quality of service perceived by the customer and customer’s assessment on service quality is also determined by gender. Objectives: This study aims to investigate the influence of gender and personality traits simultaneously and partially on service quality of Islamic banking. It is also to determine which variables are the dominant influences on service quality of Islamic banking. Results: The1result showed that gender and personality influenced simultaneously on a customer’s assessment of the Islamic banking service quality. Variables that in-fluenced partially on Islamic banking service quality were gender, extraversion and agreeableness while openness, conscientiousness, and neuroticism did not influence partially on service quality of Islamic banking. In addition, gender had dominant influence on service quality of1 Islamic banking. Conclusion: Islamic banking should pay attention1 to the culture of local community associated with gender. So, the sustainability of relationships between1 Islamic Banking with local community will be maintained

Item Type:	Journal Article
Keywords:	gender, personality traits, service quality, Islamic banking
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development
Divisions:	Faculty of Economics > Department of Islamic Banking
Depositing User:	Nihayatu Aslamatis Solekah
Date Deposited:	04 Mar 2026 08:55

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