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Browsing IB by Author "ASLAM HAYAT MANZOOR"

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    Customer Relationship Management & Customer Loyalty in Islamic Banking Pakistan
    (UMT,Lahore, 2015) ASLAM HAYAT MANZOOR
    Islamic Finance has grown and is being considered as a better alternative for dealing with the structural weakness of conventional financial system that is responsible for repeated financial crises all over the world. Islamic banking has its distinguished strengths like participation in real economic activity and being inbuilt risk management mechanism, detailed investment disclosures and the highest standards of corporate governance. Islamic finance is increasingly winning the confidence of consumers across the globe. Shariah Based Compliance is a comparative edge for Islamic financial Institutions besides the basic customer demand of service quality. In present research, the role of Customer Relationship Management (model having focused on customer loyalty) has been used to analyze the perception of Islamic banking customers with special emphasis on the core competency of Shariah Compliance. A preliminary Questionnaire (adapted from SERVQUAL and CARTER Model) has been used to determine the factors which influence customer Satisfaction/ Loyalty. Data has been collected from 152 respondents using a convenience sampling technique. T-tests have been used to find the extent of relationship among different factors of CRM and ultimate objective of customer loyalty. The results depicts that there is a strong positive association among different components of customer loyalty and CRM. There are fewer studies that I could find in which focus has been made specifically to Shariah compliance aspect of Islamic banking. Islamic banking is getting the increased market share in terms of total assets, deposits, financing and investment, so this study is very important for getting new customers and retaining the existing relationships.