Abstract:
Purpose
The main purpose of this particular study is to examine the impact of product quality, service
quality, and customer awareness on the customer satisfaction of the Islamic banking sector in Karachi.
Methodology & Design
This is a survey based research, in which questionnaire survey was conducted among the
customers of Islamic banks in Karachi. The main intention of this survey is just to measure the
level of customer awareness and customer satisfaction of Islamic banking. For this intention
service quality and product quality is used to measure customer satisfaction mediating through
consumer awareness.
Findings
The findings show that service quality and product quality directly affects the customer
satisfaction rather than mediating through consumer awareness.
Limitations
The study only tested its designed model and hypotheses in Islamic banks, but further
researchers should use this particular model and hypotheses in other financial institution in
Karachi and even in throughout Pakistan. If strong conclusion is needed, then must have to do
some robust or strong analyses.
Recommendations
The findings proves that Islamic banks in Karachi should focus on promotional activities or
marketing activities to attract more customers and from this customer get aware about the
Islamic banks products and services quality.
