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Cited by 112Customer Service Quality and LoyaltyIslamic Finance and Banking StudiesConsumer Behavior and Marketing Influence

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Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan

Muhammad Awan, Hayat, Shahzad Bukhari, Khuram, Iqbal, Anam·2011·Journal of Islamic Marketing
DOI 10.1108/17590831111164750
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Abstract

Purpose: The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the industry and service context under study. In addition, the study examines the differences in service quality satisfaction and its impact on the behavioral intentions of customers. Design/methodology/approach: A field survey carried out with the help of a questionnaire constructed by using a modified SERVQUAL scale. Data were collected from 200 walk‐in customers conveniently drawn from three major conventional banks and three Islamic banks located in urban areas of Pakistan. Data were analyzed using the analytical hierarchy process to identify service quality and customer satisfaction‐related factors for Islamic and conventional banks. Findings: By using factor analysis, 52 measurement items with a factor loading greater than (0.5) were identified to form five service quality dimensions namely empathy, service architecture, convenience service encounter, employee service criteria, customer focus and five customer satisfaction dimensions: responsiveness, competency, safe transaction, competitive services, knowledge for the overall banking industry explained 56 percent of the variance. Results from regression analysis of the relationship between multidimensional service quality dimensions and unidimensional customer satisfaction factors also validated the importance of service quality aspects for behavioral intentions (satisfaction, feelings) for customers from conventional banks and Islamic banks. Originality/value: This study has practical significance for conventional and Islamic banking policy makers for understanding the behavioral intentions of their customers and using them for effectively positioning the service quality of their banks.

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Metadata

Authors
Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A.
Affiliations
Bahauddin Zakariya University (PK)
ORCID
Iqbal, Anam
Venue
Journal of Islamic Marketing
Publisher
Emerald
Published
2011-09-20
Volume
2
Issue
3
Pages
203-224
ISSN
1759-0833 (ISSN-L)
DOI
10.1108/17590831111164750
OpenAlex
W1512380836
Cited by
112
References
0
Citations by year
2026: 4 · 2025: 3 · 2024: 9 · 2023: 8 · 2022: 8 · 2021: 13 · 2020: 8 · 2019: 11 · 2018: 8 · 2017: 11 · 2016: 4 · 2015: 10 · 2014: 6 · 2013: 6 · 2012: 3
FWCI
8.83
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
Journal of Islamic marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Accounting › Islamic Finance and Banking Studies
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
service quality, customer satisfaction, Islamic banking, conventional banks, SERVQUAL, behavioral intention, empathy, service encounters, customer orientation, transaction security, customer loyalty, Pakistan

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CoChat. (2026). Citation check: Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan. https://app.cochat.ai/papers/10.1108/17590831111164750
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Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011). Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan. Journal of Islamic Marketing. https://doi.org/10.1108/17590831111164750