IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY IN THE CONTEXT OF ISLAMIC BANKING IN PAKISTAN

The present was done to check the impact of service quality on customer loyalty in the context of Islamic banking sector of Pakistan. The main objective of the research was to empirically examine the impact of service quality on customer loyalty and also to check the effect of customer satisfaction...

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Bibliographic Details
Published in:City University Research Journal 2016-01, p.292-308
Main Authors: Muneer, Saqib, Tufail, Muhammad Shahid, Shabbir, Rizwan, Sabir, Hazoor Muhammad
Format: Article
Language:English
Subjects:
Advertising
Banking industry
Banks
Brand loyalty
Consumer behavior
Correspondence
Customer satisfaction
Empowerment
Islamic financing
Quality of service
Regression analysis
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Summary:The present was done to check the impact of service quality on customer loyalty in the context of Islamic banking sector of Pakistan. The main objective of the research was to empirically examine the impact of service quality on customer loyalty and also to check the effect of customer satisfaction and trust on customer loyalty. The study was conducted in Lahore Region. 250 customers of Meezan Bank, Lahore were selected as sample to complete the study. Response Rate was 100%. Data was analyzed through statistical analysis 16.0 in which histograms, scatter Plots, correlation, and regression analysis were applied to the data. The empirical evidences of correlation analysis show that service quality has strong correlation with the customer satisfaction, trust and customer loyalty. The results also confirm the correlation between customer satisfaction and trust. The results of regression analysis show that the service quality, trust, and customer satisfaction have strong and positive relationship with the customer loyalty. Further the benefits and limitations of the study are discussed. This study fulfills a research gap in the area of customer loyalty and its relationship with the service quality, satisfaction, and trust in the Islamic banking sector of Pakistan.
ISSN:2220-9174
2409-0441