Customer Satisfaction in Full-Fledged Islamic Banks and Islamic Banking Windows: A Comparative Study
As the aftermath of globalization and banking technology advancements, service quality has sought the intense value from the competing banks to ensure customers’ loyalty and avoid customers’ run-off risk. Of course, Islamic Banks seek no exceptions here. Islamic Banking exists either in the form of full-fledged Islamic banks or as Islamic Banking windows in the conventional banks. With an on-going discussion among policy makers to determine which type of these is better to be implemented, scarce literature is available in terms of the comparative studies between the two and also with regard to comparative service quality. Hence our study is the first one to compare these two types of Islamic banks with reference to their service quality. SERVQUAL model has been employed to analyze the service quality of these two types of Islamic Banks in Pakistan. Results yields a better image about full fledge Islamic banks, as perceived by their customers. Nonlinear classification techniques reveal that expectation of tangibles, empathy, and responsiveness are the most significant constructs that distinguish Islamic banks with respect to service quality.
Fayaz Ahmad Lone, Awais Ur Rehman