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Press Release
02 Nov | Monday
Islamic banking industry announces the Malaysian Banking Industry Customer Satisfaction Survey results for 2019
Association of Islamic Banking and Financial Institutions Malaysia (AIBIM) is pleased to announce the Malaysian Banking Industry Customer Satisfaction Survey (“the Survey”) results for 2019.
 
The main objective of the Survey was to assess the quality and transparency of customer services and elevate its standards provided by retail banks in Malaysia. It was also intended to establish an industry benchmark of the Malaysian banking sector, in terms of customer service, that can be used as a baseline to measure current performance and track future improvement.
 
The banking institutions including twenty (20) AIBIM member banks had commissioned Ipsos, a global leader in market research, to conduct the Survey for the banking sector in 2019. The Net Promoter Score (NPS) was used as the main measurement for the Survey. All participating banks are either full fledge Islamic banks or leverage banks as well as window banks which carry Islamic banking products. A total of 7,000 customers were interviewed across all states in Malaysia through face-to-face interviews with specific banks’ customers who met the criteria set by participating member banks.
 
It was reported that the Overall Satisfaction of Islamic bank customers is at 81%. The score is based on the percentage of customers rated top 3 boxes, i.e. a rating of between 8 to 10, on a 10-point scale.
 
Dato’ Adissadikin Ali, President of AIBIM and Managing Director / Chief Executive Officer of RHB Islamic Bank Berhad, in his statement, said, “We are immensely delighted on the outstanding performance of customer service delivered by Islamic banking industry for the year 2019. This has set a precedence to the banking industry not only to maintain the performance, but instead to thrive towards a global standard of excellence in serving our esteemed customers”.
 
The pandemic Covid-19 has brought about yet another test to the banking industry. In pursuit of delivering excellent customer service, AIBIM member banks will continue offering their assistance to targeted customer facing financial difficulties in this trying time. Furthermore, any financial assistance obtained from the banks before 30 June 2021 will not be updated in the CCRIS report.
 
In summary, the Malaysian Banking Institutions have achieved above and beyond the benchmark for 2019 whilst remaining committed to deliver excellence in years to come.
 
Further information on the Customer Satisfaction Survey 2019 can be found on the AIBIM website as set out below.
 
 
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About AIBIM

The Association of Islamic Banking and Financial Institutions Malaysia (AIBIM) was established in 1995 as the Association of Interest Free Banking Institutions Malaysia. Currently, AIBIM has 26 member banks consists of 11 domestic banks, 5 development financial institutions and 10 locally incorporated foreign banks. The organisation promotes sound Islamic banking system and practice in Malaysia; represents interest of members locally and abroad; provides advice and assistance to members pertinent in the development on Islamic banking and finance at local, regional and global level; coordinates human capital development initiatives, and promotes public awareness.

Media enquiries, please contact:
Mohd Zamir Azfar Ab Rahim
Association of Islamic Banking and Financial Institutions Malaysia (AIBIM)
Email : zamir@aibim.com
Tel : +603-2026 8002/8003
source: AIBIM
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