Impact of Islamic Motives, Customer Profitability and Service Quality on Customer Satisfaction from Islamic Banks

Abstract

Success of any Islamic banks greatly depends on consumers, so Islamic banks need to create ethical environment, where perception of Islamic banks are carefully developed. The persistence of this is explained the nature and pervasiveness of Islamic banking and to pinpoint the linkage between consumer’s satisfaction and banks performance in Pakistani Islamic banks. And also make out that customer preferred Islamic banks. Islamic banks sector was selected for the research, In order to obtain the required objectives, From Meezan bank and Bank Islami, Nowshera we selected 137customer’s, and data was collected from them through a well-designed questionnaire. SPSS (17.0) were used for analyze togetherthe data. The Cranach’s Alpha () Reliability methods were used to test the reliability of data. Findings exposed that there was significant and up relationship of ISLAMIC banks performance with customer’s satisfaction. So Islamic bank is strong predictor of customer’s fulfillment and determination of C’S depends upon on the Islamic banks performance of relationship.

Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model

“…Responsiveness holds significance in improving customer satisfaction that must be considered by Islamic banks (Misbach and Hadiwidjojo, 2013). Islamic banks can provide greater customer satisfaction by meeting or exceeding the required responsiveness for its customers (Amin and Isa, 2008;Khan and Rahman, 2017;Al Shemmery, 2010;Awan and Azhar, 2014;Ali and Raza, 2017;Janahi and Al Mubarak, 2017). Similarly, Fauzi and Suryani (2018) also found responsiveness to have a significant positive relationship with the quality of services given in Indonesian Islamic banks.…”

“…To provide excellent service quality, Islamic banks need to ensure that their staff is competent, skillful and polite, provide financial advice according to the customers’ needs and provide hassle-free access to their accounts’ information (Janahi and Almubarak, 2015). These characteristics of front-end staff indicates their good behavior, professional skills, and problem-solving attitude (Amin and Isa, 2008; Othman and Owen, 2001a, 2001b; Awan et al , 2011; Ali and Raza, 2017; Janahi and Al Mubarak, 2017; Khan and Rahman, 2017). A good level of assurance impacts service quality in Islamic banks (Ali and Raza, 2017; Qureshi et al , 2012).…”