Bank Service Quality on Customer Satisfaction, Loyalty: A Study Based on Islamic Banks in Pakistan

Shaikh, R. and Siddiqui, D. A. (2018). Bank Service Quality on Customer Satisfaction, Loyalty: A Study Based on Islamic Banks in Pakistan. International Journal of Management and Commerce Innovations, 6(2), 830-839

10 Pages Posted: 24 May 2019 Last revised: 20 May 2022

See all articles by Rabia Shaikh

Rabia Shaikh

Karachi University Business School, Students

Danish Ahmed Siddiqui

University of Karachi - Karachi University Business School

Date Written: 2018

Abstract

This research is about the effect of service quality dimension on customer satisfaction and loyalty. In this paper a sample of 250 respondents were collected from the Islamic Banking customers in Karachi, Pakistan. SERVPERF model were used to measure the service quality in banking sector. The analysis includes Regression analysis, factor analysis, reliability analysis and T-Tests were used to calculate the results. Finding shows that tangibility’s reliability, responsiveness and empathy has a significant effect on customer satisfaction and loyalty whereas the assurance has no significant effect on customer satisfaction and loyalty. The researcher recommends that the bank should focus on the tangibility dimension because it affects the most in the research.

Keywords: SERVPERF, Customer Satisfaction and Loyalty, Islamic banking

Suggested Citation

Shaikh, Rabia and Siddiqui, Danish Ahmed, Bank Service Quality on Customer Satisfaction, Loyalty: A Study Based on Islamic Banks in Pakistan (2018). Shaikh, R. and Siddiqui, D. A. (2018). Bank Service Quality on Customer Satisfaction, Loyalty: A Study Based on Islamic Banks in Pakistan. International Journal of Management and Commerce Innovations, 6(2), 830-839, Available at SSRN: https://ssrn.com/abstract=3381554

Rabia Shaikh

Karachi University Business School, Students ( email )

Karachi
Pakistan

Danish Ahmed Siddiqui (Contact Author)

University of Karachi - Karachi University Business School ( email )

University Road
Karachi, Sindh 75270
Pakistan
3333485884 (Phone)

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