Relationship between customer satisfaction and service quality of islamic banks

Muhammad Akhtar, Ahmed Imran Hunjra, Syed Waqar Akbar, Kashif-Ur- Rehman and Ghulam Shabbir Khan Niazi

MPRA Paper from University Library of Munich, Germany

Abstract: This study highlights the level of customer awareness about Islamic banks and determines the relationship between service quality and customer satisfaction with respect to Islamic banks. The survey based approach is used to collect the necessary data. 167 questionnaires were processed for the study. SPSS was used to analyze the data and the model was tested through AMOS. The study finds that there is a positive and significant relationship between customer satisfaction and constructs of service quality like compliance, assurance, empathy and representativeness. This study further concludes that compliance and representativeness influence more on customer satisfaction in Pakistani Islamic banks.

Keywords: service quality; customer awareness; customer satisfaction; significant relationship (search for similar items in EconPapers)
JEL-codes: G21 (search for similar items in EconPapers)
Date: 2010
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (8)

Published in World Applied Sciences Journal 3.13(2011): pp. 453-459

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Persistent link: https://EconPapers.repec.org/RePEc:pra:mprapa:40661

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