Impact of Electronic Service Quality on customer satisfaction of Islamic banks in Pakistan
Islamic banking experienced a remarkable development and increasingly challenging pace over the past decade. The concept of digital banking channel has been gaining increasing popularity not only in Pakistan but all over the world in recent years due to the nature of these channels for providing...
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| Main Authors: | , , |
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| Format: | Book Chapter |
| Language: | English English |
| Published: |
Springer
2023
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/105907/3/105907_Impact%20of%20Electronic%20Service%20Quality%20on%20Customer%20Satisfaction%20of%20Islamic%20Banks%20in%20Pakista_p425-433.pdf http://irep.iium.edu.my/105907/5/105907_Impact%20of%20Electronic%20Service%20Quality%20on%20customer_Scopus.pdf http://irep.iium.edu.my/105907/ https://www.springerprofessional.de/impact-of-electronic-service-quality-on-customer-satisfaction-of/25850646 |
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| Institution: | Universiti Islam Antarabangsa Malaysia |
| Language: | English English |
| Summary: | Islamic banking experienced a remarkable development and increasingly
challenging pace over the past decade. The concept of digital banking channel has
been gaining increasing popularity not only in Pakistan but all over the world in
recent years due to the nature of these channels for providing faster banking services
delivery to a wide range of customers. The study was conducted to investigate the
influence of electronic service quality on the satisfaction level of Islamic banks
customers within Pakistan. The study also figured out what are the factors customers
believe are hurdle in usage of digital channels offered by different banks to their
customers. The study made use of a questionnaire, filled from 152 customers of
Islamic banks who are using banks digital channels by random sampling. Descriptive statistics, correlation analysis, and multiple regression model were employed to
achieve the objectives of the study. The study found that all five electronic service
quality dimensions found to have positive and statistically significantly influence on
the level of satisfaction of the Islamic banking customers. The results provide
Islamic banking industry regulators, central bank, academicians, and practitioners
useful guides in their efforts to formulate adequate electron service quality mechanism to attract and retain more customers and to promote digital banking channels. |
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