DETERMINING FACTORS OF CUSTOMER SATISFACTION IN PAKISTANI ISLAMIC BANKING
Purpose of the paper – This research paper aims to expand and clarify how customer satisfaction in Pakistan’s Islamic banking industry is conceptualised and measured.
Design/methodology/approach – The authors discuss the set of characteristics that can be used to measure customer satisfaction scores for shariah compliant Islamic banks. The likelihood of categorising these characteristics into quality dimensions is then raised. Subsequently, the confirmatory factor analysis methodology is used to evaluate numerous alternative structures and test their validity and reliability.
Findings – The results of this study show that there are two factors that influence service quality in Pakistani banking that uses Islamic services in the commercial format: the “quality of the value” proposition and the “quality of the service itself”