An Empirical Analysis of Banking Sector in Pakistan: Islamic Versus Conventional Banks

Muhammad Mahmood Shah KHAN, Bushra SHAFIQ, Farrukh IJAZ

Abstract


Purpose – The purpose of this study is to determine the impact of service
quality being provided by the Islamic and Conventional banks on
customer’s judgments towards their satisfaction level on different
parameters of Islamic banks in the region of Lahore, Pakistan.
Design/Methodology/Approach – A questionnaire was formulated to
obtained data from the 300 respondents using a convenience sampling
technique. T-tests, correlation, ANOVA and regression analysis used to
test the extent of relationship among service quality (SQL) and customer
satisfaction (CS) for the both banking sectors of Pakistan.
Findings – The consequences depicts that there is a strong positive
association among SQL and CS in the banking segment. Further results
illustrates that the extent of affiliation among SQL and CS is larger in
Islamic banks as contrasted to conventional banks.
Originality/Value/Implications – In Pakistan, there are fewer studies that
raised the issue of SQL and CS in Islamic and Conventional banks within
in a single study. Also, as Islamic banking is a new phenomena which is
getting increasing market share in terms of market size and deposits, so
this comparison is also of great importance. This study has a number of
inferences for bankers, policy makers and academicians.
This principle has been applied in many fields such as contiguity
relations, urban schemes, and market regulations. Today, asymmetric
information, externalities and market failures may be considered in this
context.


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Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.