IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH MODERATING ROLE OF TYPE OF BANKING

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