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.
Title: BANK SERVICE QUALITY ON CUSTOMER SATISFACTION, LOYALTY: A STUDY BASED ON ISLAMIC BANKS IN PAKISTAN
Author: Rabia Shaikh, Dr. Danish Ahmed Siddiqui
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
