"CUSTOMER SATISFACTION ON ISLAMIC BANKS IN PAKISTAN"

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.