Role of Service Quality Dimensions on the Customer Satisfication and Loyality towards Islamic Banks

In the present research, the role of service quality is used to analyze the satisfaction level of Islamic banking customers in Pakistan. A preliminary questionnaire is applied to determine the factors that may influence customer’s level of satisfaction and loyalty. In this regard, convenience sampling technique is employed. In addition, a sample of 152 respondents is used for the study. Furthermore, regression analysis is applied along with descriptive statistics and correlation analysis. The study depicts that all service quality dimensions have statistically significant and positive association with customer satisfaction level. Moreover, the empirical findings concluded that an individual satisfaction level plays an important role towards their loyalty. The results provide Islamic banking industry regulators, central bank, academicians and practitioners useful guides in their efforts to formulate adequate service quality mechanism to attract and retain more customers and to promote Islamic banking channels.