"Factors Affecting Customer Loyalty in Islamic Banking
Comparative Study of Islamic Banking 45
CHAPTER 3 Literature Review and Theoretical Framework
Service Quality Customer Satisfaction Bank Performance Service Quality and Customer Satisfaction in the Banking Sector Service Quality, Customer Satisfaction and Bank Performance in the Banking Sector Hypotheses, Conceptual Model and Theoretical Framework
Comparative Study of Islamic Banking 46 Chapter 3 Literature Review and Theoretical Framework
Banks are competing in a highly competitive environment to offer quality oriented services according to customers’ expectations. Islamic banks face stiff competition from their peers and conventional banks prevailing in the economy. Different aspects of banks are studied by researchers e.g. operations, service quality, employee satisfaction, customer satisfaction, financing products, bank efficiency, financial performance etc. as the key segments for research. Many studies tried to assess the quality of services/products offered by the banks. Customers became a center for all banking activities due to increased competition for greater market share. Banks also focus on demographic characteristics of customers to assess their needs. Every bank is trying to enhance its performance by improving its service quality according to customers' expectations. A number of Islamic banks have started their operations in Pakistan during last few years. It requires a study to analyze the bank services and its outcomes in the shape of customers’ satisfaction and performance.
3.1 Services
This study examines the influence of different dimensions of service quality on the customer's feelings of satisfaction and its influence on bank performance. A model of service quality, customer satisfaction and bank performance is developed in the light of literature to measure the performance of Islamic and conventional banks in Pakistan.
Comparative Study of Islamic Banking 47 3.1.1 Definition of Service and Service Quality
CHAPTER 3 Literature Review and Theoretical Framework
Service Quality Customer Satisfaction Bank Performance Service Quality and Customer Satisfaction in the Banking Sector Service Quality, Customer Satisfaction and Bank Performance in the Banking Sector Hypotheses, Conceptual Model and Theoretical Framework
Comparative Study of Islamic Banking 46 Chapter 3 Literature Review and Theoretical Framework
Banks are competing in a highly competitive environment to offer quality oriented services according to customers’ expectations. Islamic banks face stiff competition from their peers and conventional banks prevailing in the economy. Different aspects of banks are studied by researchers e.g. operations, service quality, employee satisfaction, customer satisfaction, financing products, bank efficiency, financial performance etc. as the key segments for research. Many studies tried to assess the quality of services/products offered by the banks. Customers became a center for all banking activities due to increased competition for greater market share. Banks also focus on demographic characteristics of customers to assess their needs. Every bank is trying to enhance its performance by improving its service quality according to customers' expectations. A number of Islamic banks have started their operations in Pakistan during last few years. It requires a study to analyze the bank services and its outcomes in the shape of customers’ satisfaction and performance.
3.1 Services
This study examines the influence of different dimensions of service quality on the customer's feelings of satisfaction and its influence on bank performance. A model of service quality, customer satisfaction and bank performance is developed in the light of literature to measure the performance of Islamic and conventional banks in Pakistan.
Comparative Study of Islamic Banking 47 3.1.1 Definition of Service and Service Quality