Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation
The objective of this research is to explore the relationship between customer satisfaction and service quality with moderators like perceived risk, switching cost, knowledge and expertise in Islamic banks of Asian countries by using the PAKSERVE scale. A survey questionnaire was developed and data...
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| Format: | Article |
| Language: | Arabic |
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Bahauddin Zakariya University
2024-09-01
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| Series: | Pakistan Journal of Islamic Research |
| Subjects: | |
| Online Access: | http://pjir.bzu.edu.pk/website/journal/article/66e7ea7ee94a1/page |
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| author | Ali Raza Saif Ullah Qureshi Muhammad Abbas |
| author_facet | Ali Raza Saif Ullah Qureshi Muhammad Abbas |
| author_sort | Ali Raza |
| collection | DOAJ |
| description | The objective of this research is to explore the relationship between customer satisfaction and service quality with moderators like perceived risk, switching cost, knowledge and expertise in Islamic banks of Asian countries by using the PAKSERVE scale. A survey questionnaire was developed and data was collected through this questionnaire by personal visits to the customers. The five points Likert scale used to assess the construct of the present study. The respondents were from cities of Pakistan. SPSS structure equation model and factor analysis was used to validate the relationship among variables. It has been observed that satisfaction of the customers strongly predicts the loyalty of the customers in Islamic banking industry of Pakistan. It is therefore recommended that customers should primarily focus upon personalization and sincerity dimensions, as these two dimensions show the higher co-efficiency value among all. This study also shows that customers of Pakistani Islamic banks focus on attaining a sincere and highly personalized behavior from the staff of the banks. These results also acknowledge the role of national culture in delineating the service quality conduct. The SERVEQUAL dimensions of tangibility, assurance and reliability have very low co efficient values as compared with three new dimensions of PAKSERVE. On the basis of above discussion, we can conclude that customer satisfaction and loyalty is purely a cultural phenomenon. |
| format | Article |
| id | doaj-art-44d71a411a8f413ca493fe248b9d5b59 |
| institution | DOAJ |
| issn | 2070-0326 2618-0820 |
| language | Arabic |
| publishDate | 2024-09-01 |
| publisher | Bahauddin Zakariya University |
| record_format | Article |
| series | Pakistan Journal of Islamic Research |
| spelling | doaj-art-44d71a411a8f413ca493fe248b9d5b592025-08-20T03:13:51ZaraBahauddin Zakariya UniversityPakistan Journal of Islamic Research2070-03262618-08202024-09-0119117118366e7ea7ee94a1Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE InvestigationAli Raza0Saif Ullah Qureshi1Muhammad Abbas2M.Phil Scholar, Department of Commerce, Bahauddin Zakariya University, Multan.Department of Commerce, Bahauddin Zakariya University, Multan.Assistant Professor, Air University Islamabad, Multan Campus.The objective of this research is to explore the relationship between customer satisfaction and service quality with moderators like perceived risk, switching cost, knowledge and expertise in Islamic banks of Asian countries by using the PAKSERVE scale. A survey questionnaire was developed and data was collected through this questionnaire by personal visits to the customers. The five points Likert scale used to assess the construct of the present study. The respondents were from cities of Pakistan. SPSS structure equation model and factor analysis was used to validate the relationship among variables. It has been observed that satisfaction of the customers strongly predicts the loyalty of the customers in Islamic banking industry of Pakistan. It is therefore recommended that customers should primarily focus upon personalization and sincerity dimensions, as these two dimensions show the higher co-efficiency value among all. This study also shows that customers of Pakistani Islamic banks focus on attaining a sincere and highly personalized behavior from the staff of the banks. These results also acknowledge the role of national culture in delineating the service quality conduct. The SERVEQUAL dimensions of tangibility, assurance and reliability have very low co efficient values as compared with three new dimensions of PAKSERVE. On the basis of above discussion, we can conclude that customer satisfaction and loyalty is purely a cultural phenomenon.http://pjir.bzu.edu.pk/website/journal/article/66e7ea7ee94a1/pagePerceived RiskSwitching CostKnowledge and ExpertisePAKSERVE ScaleSERVEQUAL ScaleTangibilityAssurance and Reliability. |
| spellingShingle | Ali Raza Saif Ullah Qureshi Muhammad Abbas Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation Pakistan Journal of Islamic Research Perceived Risk Switching Cost Knowledge and Expertise PAKSERVE Scale SERVEQUAL Scale Tangibility Assurance and Reliability. |
| title | Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation |
| title_full | Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation |
| title_fullStr | Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation |
| title_full_unstemmed | Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation |
| title_short | Customer Satisfaction and Loyalty in Pakistani Islamic Banks: A PAKSERVE Investigation |
| title_sort | customer satisfaction and loyalty in pakistani islamic banks a pakserve investigation |
| topic | Perceived Risk Switching Cost Knowledge and Expertise PAKSERVE Scale SERVEQUAL Scale Tangibility Assurance and Reliability. |
| url | http://pjir.bzu.edu.pk/website/journal/article/66e7ea7ee94a1/page |
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