Munich Personal RePEc Archive

Relationship between customer satisfaction and service quality of islamic banks

Akhtar, Muhammad Naeem and Hunjra, Ahmed Imran and Akbar, Syed Waqar and Rehman, Kashif-Ur- and Niazi, Ghulam Shabbir Khan (2010): Relationship between customer satisfaction and service quality of islamic banks. Published in: World Applied Sciences Journal , Vol. 13, No. 3 (2011): pp. 453-459.

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Abstract

This study highlights the level of customer awareness about Islamic banks and determines the relationship between service quality and customer satisfaction with respect to Islamic banks. The survey based approach is used to collect the necessary data. 167 questionnaires were processed for the study. SPSS was used to analyze the data and the model was tested through AMOS. The study finds that there is a positive and significant relationship between customer satisfaction and constructs of service quality like compliance, assurance, empathy and representativeness. This study further concludes that compliance and representativeness influence more on customer satisfaction in Pakistani Islamic banks.

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