IMPACT OF SERVICE QUALITY OF ISLAMIC BANKING ON CUSTOMER SATISFACTION

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.