Describes a study performed in Sungai Petani, Kedah, Malaysia to develop a reliable and
valid scale for the measurement of the perceived serv ice quality of bank serv ices. The Bank
Islam which located in Sungai Petani , Kedah , Malaysia has been chosen as a sample for the
research field study. A sample of retail banking customers in Bank Islam was surveyed
through a questionnaire. The proposed scale is called SERVQUAL and comprises 33 items
named ' CARTER' with six dimensions (Compliance, Assurance, Reliability, Tangible ,
Empathy and Responsiveness), which customized for suitability of Bank Islam.The Bank
Islam were chosen because the bank was identified to have a different operational principles
as compared to other conventional banks in Malaysia. The Bank Is lam is recognized and
operated its business according to th e Is lamic principles and mu s t syaria ' compliance and
therefore riba is stricthly prohibited. The data gathered, which were derived from customers
of Bank Islam through questionnaire and was analyzed by using SPSS to compare the
perception of customers in relation to their feeling about the given issues. The results
indicated that compliance issues are very important for Bank Islam customers, and the
customers seemed more appreciate Bank Islam for its religious provision rather than its
service quality offered
