The sampling technique utilized in this study is cluster sampling whereby a particular portion will be selected from the different branches of local commercial and Islamic banks in Malaysia

The sampling technique utilized in this study is cluster sampling whereby a particular portion will be selected from the different branches of local commercial and Islamic banks in Malaysia. The whole target population will be positioned in clusters according to the geographical area of banks’ branches in Malaysia such as; Northern Regions e.g. Perlis, Kedah, Penang and Perak; East Coast Regions e.g. Kelantan, Terengganu, and Pahang; South Regions e.g. Melaka, and Johor Bahru and Central Regions e.g. Selangor, Negeri Sembilan, Kuala Lumpur, and Putrajaya. Then from each cluster respondents will be randomly selected to be part of the sample list for the study. The respondents will be the front line employees from 4 commercial banks e.g. CIMB Berhad, Malayan Banking Berhad, RHB Bank Berhad and Public Bank Berhad and 4 local Islamic banks e.g. CIMB Islamic Bank Berhad, Ambank Islamic Berhad, Alliance Islamic Bank Berhad and Bank Islam Malaysia Berhad. All the individual of front line employees encourage to answer the survey within the selected branches of banks.
According to Singh ; Masuku (2014), cluster sampling known as a sampling method which the entire population will be divided to groups or clusters and a random sample will be obtain from the clusters that selected. The researcher used this sampling technique as it is difficult to obtain a complete list of units of population for the study but it is easier to get group or cluster of the population. Besides, the researcher prefer to use this cluster sampling technique because observed population is highly geographically dispersed in this study so this will reduce the cost of travelling. Other than that, researchers able to collect data randomly from all the front line employees in each selected banks branches’ based on full geographic region of interest.