Abstract:
Purpose
The aim ofthis study is to measure the relationship between service quality and customer
satisfaction among the customers of Pakistani Islamic banks. This study employed a modified
SERVQUAL model by introducing a unique dimension of compliance in the context ofservice
industry. In addition, the compliance dimension ofthe SERVQUAL model proved its importance
by showing the highest contributing factor in the overall model.
Methodology Design
The study is basically based on the point licker scale questionnaire which means a survey
(Google form) based research.
Findings
The finding reveled that there is a positive relation between service quality and customer
satisfaction and the dimensions of customer service quality such as Compliance, Assurance,
Reliability, and Responsiveness have positive and significant effect on customer satisfaction.
Limitations
The time constraint limits this study. Cause of which only three hundred and eighty -five
google forms were being filled by the respondents.
Practical implications
This paper can influence the current Islamic banks with regard to service quality with an
ultimate aim of increasing customer satisfaction and retaining customers.
