Impact of Electronic Service Quality on Customer Satisfaction of Islamic Banks in Pakistan
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Date
2019-05-27
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Publisher
UMT, Lahore
Abstract
Islamic banking experienced a remarkable development and increasingly challenging
pace over the past decade. The concept of digital banking channel has been gaining
increasing popularity not only in Pakistan but all over the world in recent years due to
nature of these channels for providing faster banking services delivery to a wide range of
customers. The study was conducted to investigate the influence of electron service
quality on the satisfaction level of Islamic banks customers within Pakistan. The study
also figured out what are the factors customers believe are hurdle in usage of digital
channels offered by different banks to their customers. The study made use of a
questionnaire, filled from 152 customers of Islamic banks who are using banks digital
channels by random sampling. Descriptive statistics, correlation analysis and multiple
regression model were employed to achieve the objectives of the study. The study found
that all five electronic service quality dimensions found to have positive and statistically
significantly influence on the level of satisfaction of the Islamic banking customers. The
results provides Islamic banking industry regulators, central bank, academicians and
practitioners useful guides in their efforts to formulate adequate electron service quality
mechanism to attract and retain more customers and to promote digital banking channels.