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Structural Investigation of Service Quality in Conventional and Islamic Banking in Pakistan

Author

Listed:
  • Muhammad Imran Qureshi

    (Department of Management Sciences, COMSATS Institute of Information Technology, Abbottabad, Pakistan)

  • Muhammad Aamir Khan

    (Department of Management Sciences, COMSATS Institute of Information Technology, Abbottabad, Pakistan)

  • Khalid Zaman

    (Department of Management Sciences, COMSATS Institute of Information Technology, Abbottabad, Pakistan)

Abstract

The objective of the study is to examine the determinants of expected service quality in conventional and Islamic banking in Pakistan. A convenient sample of eight hundred customers from eighty branches of five conventional and five Islamic Banks in Khyber Pakhtoonkhawa (KPK) province of Pakistan participated in the study. A self designed questionnaire was used for data collection. Total of five hundred and thirteen filled–out questionnaires were returned, of which 38% were filled out by female customers and 62% by male customers, forming a rate of 64% of total distributed questionnaires. The result indicates that there is a significant relationship between expected service quality and three of their determinants i.e., bank’s tangibles, responsiveness and assurance, while there is a weak relationship has been observed from reliability and empathy over service quality in commercial banks. On the other hand, there is a significant relationship between expected service quality and its determinants i.e., tangibles, reliability, responsiveness, assurance and empathy in case of Islamic banks. The results of the study are of value to both academics and policy makers.

Suggested Citation

  • Muhammad Imran Qureshi & Muhammad Aamir Khan & Khalid Zaman, 2012. "Structural Investigation of Service Quality in Conventional and Islamic Banking in Pakistan," International Review of Management and Marketing, Econjournals, vol. 2(2), pages 99-105.
    • Handle: RePEc:eco:journ3:2012-02-10
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    References listed on IDEAS

    as
    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Jean-Louis Chandon & Pierre‐yves Leo & Jean Philippe, 1997. "Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel," Post-Print hal-01801334, HAL.
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    Cited by:

    1. Mohsina Fatema* & Md. Aminul Islam & Rosni Bakar, 2018. "Halal Purchase Intention- A Study on Islamic Banks of Bangladesh," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 4(12), pages 402-412, 12-2018.

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    More about this item

    Keywords

    Islamic banks; Non Islamic banks; Expected service quality; Bank’s tangible; Reliability; Pakistan.;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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