THE IMPACT OF CUSTOMER SERVICE QUALITY ON CUSTOMER SATISFACTION IN ISLAMIC BANKING

Abstract

The study examines the impact of customer service quality on customer satisfaction in Islamic Banking Industry. In a huge competitive market where rapidly increasing creativity is on peak and customers are provided customized and personalize products by determining their needs and convenience in banking sector of Pakistan. Customer satisfaction plays a catalyst role for any service provider to form consumer’s future purchase intentions. Customer service is the managerial procedure which businesses needs to adapt to attract business opportunities, enhance revenue of the business, make more and more reliable access of the market and enhance satisfaction level of customers. The Islamic banking practices emanates from Islamic laws and thus contrasts in essence, cultural background and practices of conventional banks. Due to intense competition, expectation of customers are very high, Islamic institutions must therefore consider skilfully for providing perceived quality on products and services to satisfy their customers.