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Relationship between customer satisfaction and service quality of islamic banks

Author

Listed:
  • Akhtar, Muhammad Naeem
  • Hunjra, Ahmed Imran
  • Akbar, Syed Waqar
  • Rehman, Kashif-Ur-
  • Niazi, Ghulam Shabbir Khan

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.

Suggested Citation

  • Akhtar, Muhammad Naeem & Hunjra, Ahmed Imran & Akbar, Syed Waqar & Rehman, Kashif-Ur- & Niazi, Ghulam Shabbir Khan, 2010. "Relationship between customer satisfaction and service quality of islamic banks," MPRA Paper 40661, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:40661
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    File URL: https://mpra.ub.uni-muenchen.de/40661/1/MPRA_paper_40661.pdf
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    References listed on IDEAS

    as
    1. Munawar Iqbal & Philip Molyneux, 2005. "Thirty Years of Islamic Banking," Palgrave Macmillan Studies in Banking and Financial Institutions, Palgrave Macmillan, number 978-0-230-50322-9.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Ahmad Ali Jan & Muhammad Tahir & Fong-Woon Lai & Amin Jan & Mehreen Mehreen & Salaheldin Hamad, 2019. "Bankruptcy Profile of the Islamic Banking Industry: Evidence from Pakistan," Business Management and Strategy, Macrothink Institute, vol. 10(2), pages 265-284, December.
    2. Ghazi Zouari & Marwa Abdelhedi, 2021. "Customer satisfaction in the digital era: evidence from Islamic banking," Journal of Innovation and Entrepreneurship, Springer, vol. 10(1), pages 1-18, December.
    3. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    4. Intekhab Alam & Pouya Seifzadeh, 2020. "Marketing Islamic Financial Services: A Review, Critique, and Agenda for Future Research," JRFM, MDPI, vol. 13(1), pages 1-19, January.
    5. Bestoon Othman & Amran Bin Harun, 2021. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 553-618, August.
    6. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    7. Abdullah Zubair & Hamid Hasan, 2020. "Exploring Service Quality in Islamic Banking Industry of Afghanistan: An Analysis of Customer Satisfaction," iRASD Journal of Economics, International Research Alliance for Sustainable Development (iRASD), vol. 2(2), pages 73-97, December.
    8. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.

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    More about this item

    Keywords

    service quality; customer awareness; customer satisfaction; significant relationship;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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