Abstract:
Aim of the Study:
This study provides the findings for the impact of Service Quality onCustomer Satisfaction with
the moderating effect oflslamic and Conventional banking systems.
Methodology:
The data collected for the survey is analyzed using multiple regression analysis. Narrowing it
down, Service Quality is analyzed with the help of SERVQUAL model which had Tangibility,
Reliability, Responsiveness, Assurance and Empathy.
The findings were collected by a self - administered questionnaire and analyzed through the SPSS
software. The primary data, which is taken with the help of self - administered survey, involves a
sample of 184 banking customers residing in Karachi, Pakistan.
Findings:
The research findings have made the suggestions for the banking systems to increase the
Tangibility’s role to impact or influence Customer Satisfaction.The results also rejected the
banking systems as a moderator in between Service Quality and Customer Satisfaction.
Practical Implications
This study is very useful in Banking sector of Pakistan specifically Karachi as it will help them to
service quality to have positive impact on customer satisfaction
