Relationship between Customer Satisfaction and Service Quality of Islamic Banks

World Applied Sciences Journal, Vol. 13, No. 3, pp. 453-459, 2011

7 Pages Posted: 5 Jun 2011

See all articles by Ahmed Imran Hunjra

Ahmed Imran Hunjra

University of Waikato; Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS)

Muhammad Naeem Akhtar

affiliation not provided to SSRN

Syed Waqar Akbar

affiliation not provided to SSRN

Kashif ur Rehman

affiliation not provided to SSRN

Ghulam Shabbir Khan Niazi

affiliation not provided to SSRN

Date Written: March 1, 2011

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.

Keywords: Service quality, customer awareness, customer satisfaction, significant relationship

Suggested Citation

Hunjra, Ahmed Imran and Akhtar, Muhammad Naeem and Akbar, Syed Waqar and Rehman, Kashif ur and Niazi, Ghulam Shabbir Khan, Relationship between Customer Satisfaction and Service Quality of Islamic Banks (March 1, 2011). World Applied Sciences Journal, Vol. 13, No. 3, pp. 453-459, 2011. Available at SSRN: https://ssrn.com/abstract=1857883

Ahmed Imran Hunjra (Contact Author)

University of Waikato ( email )

Te Raupapa
Private Bag 3105
Hamilton, 3240
New Zealand

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS) ( email )

Muree Road Rawalpindi
Shamsabad, Punjab 44000
Pakistan
00923457162527 (Phone)

Muhammad Naeem Akhtar

affiliation not provided to SSRN ( email )

Syed Waqar Akbar

affiliation not provided to SSRN

Kashif ur Rehman

affiliation not provided to SSRN ( email )

Ghulam Shabbir Khan Niazi

affiliation not provided to SSRN ( email )

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