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Customer Satisfaction and Islamic Banking in Pakistan

Fouzia Ali, Hassan Raziq, Abdul Aleem, Shahrukh Latif, M.Arslan and Arsalan Shah Muhammad
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Fouzia Ali: Hailey College of Commerce – Faculty of Commerce University of the Punjab, Lahore – Pakistan
Hassan Raziq: M.Com Scholars- Hailey College of Commerce, University of the Punjab, Lahore – Pakistan
Abdul Aleem: M.Com Scholars- Hailey College of Commerce, University of the Punjab, Lahore – Pakistan
Shahrukh Latif: M.Com Scholars- Hailey College of Commerce, University of the Punjab, Lahore – Pakistan
M.Arslan: M.Com Scholars- Hailey College of Commerce, University of the Punjab, Lahore – Pakistan
Arsalan Shah Muhammad: M.Com Scholars- Hailey College of Commerce, University of the Punjab, Lahore – Pakistan

International Journal of Asian Social Science, 2011, vol. 1, issue 4, 89-96

Abstract: Purpose-The purpose of this research study is to focus on the customer satisfaction towards Islamic banking in Pakistan based on the different factors including service quality, product quality offered by Islamic banks, customer care level of Islamic banks, financial benefits given to its customers, competition with conventional banks, religion and market reputation. Methodology- This study will help to understand the level of satisfaction of customers regarding Islamic Banks. In this study data was collected with the help of structured questionnaire having sample size 120 from different cities of Pakistan. Different tests like T-test and Correlation were applied to check the effects of different factors or variables mentioned above, on the customer satisfaction regarding Islamic banking system in Pakistan. Findings- From the statistical analysis by applying different tests, it is concluded that there is a positive relationship between factors and customer satisfaction in Islamic banking in Pakistan, although there is less awareness towards Islamic products but overall reputation of this sector is vested on its interest free factor which is prohibited in Islam. Moreover the trend of Islamic mode of banking is grooming due to the Islamic republic in Pakistan. Limitations- Limitation of this study is that data is collected from fewer numbers of respondents due to the diversification of population for banking services. People are more inclined towards conventional banking, although these banks are providing Islamic banking services under separate windows but still less awareness about Islamic banking is the main problem of users. Originality- This research study provides Islamic bankers with the idea of increasing their reputation by conducting different awareness campaigns towards Islamic banking and to bring diversification to be more innovative regarding their services in competition to conventional banks.

Keywords: Customer Satisfaction; Islamic Banking; Service Quality; Islamic Products and services (search for similar items in EconPapers)
Date: 2011
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