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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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.
|Item Type:||MPRA Paper|
|Original Title:||Relationship between customer satisfaction and service quality of islamic banks|
|Keywords:||service quality, customer awareness, customer satisfaction, significant relationship|
|Subjects:||G - Financial Economics > G2 - Financial Institutions and Services > G21 - Banks; Depository Institutions; Micro Finance Institutions; Mortgages|
|Depositing User:||Ahmed Imran Hunjra|
|Date Deposited:||15. Aug 2012 01:08|
|Last Modified:||11. Feb 2013 17:09|
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