Abstract:
Purpose: The core objective of this research is to find out the Customer Satisfaction
on Islamic banks in Pakistan through its selected variables Customer Satisfaction (CS) as
dependent variable, Service Quality (SQ) and Product Quality (PQ) as independent
variables. And to understand the impact of each independent variable on dependent
variable
Research Methodology: In nature it is primary research, for this research study the
primary data has been collected on selected variables “Customer Satisfaction (CS),
Service Quality (SQ) and Product Quality (PQ). The targeted population of this research
study is the four Islamic Banks in Sukkur city. For this research data has been collected
from four Islamic banking customers. The questionnaire method is used and 200
questionnaires were distributed, while 155 duly filled questionnaires collected. This data
collection process conducted in selected Islamic banks branches; Meezan Bank Ltd,
Bank Islami, NBP Aitmad and Albaraka Banks in Sukkur city. Data has been processed
through SPSS by applying Reliability, Regression, and One way ANOVA tests for
analysis.
Findings of Research: The results of research indicated that the alternative
hypothesis is accepted which shows that service quality has positive relationship with
customer satisfaction. Product quality has slightly negative relationship with customer
satisfaction. This negative relationship is, may be due to less number of respondents
which is 155 or there is also possibility of customers have no proper knowledge about
Islamic banking different products.
Practical Implication: The outcomes of the research might help the Islamic banks
management by enhancing the staff awareness regarding the Islamic banking (Shariah
compliance) system which can increase their productivity. Islamic banks management
might take some steps to educate the people about Islamic banking system to increase
their clientele.
