Abstract
This study provides a comparative analysis of the level of satisfaction among the customers of Islamic and Conventional Banks operating in Pakistan. The study examines the extent to which customers of Conventional and Islamic banks are satisfied with the online services being provided by the banks. In this paper, the online banking services are online banking, internet banking and Automated Teller Machines (ATMs). Due to the narrow scope of the literature, customer satisfaction was measured using Zeithmal’s ESERVQUAL model for measuring customer satisfaction which includes the five online service quality dimensions of efficiency, reliability, responsiveness, fulfillment and privacy (Zeithmal et al., 2002). Customer satisfaction is the variable depending upon these five dimensions of online service quality, as customer satisfaction is the collective outcome of psychological reactions and because all the dimensions of online service quality directly or indirectly affect the behavior of the consumer resulting in either customer satisfaction or customer dissatisfaction. The measurement of the five dimensions of online service quality has been mentioned in the papers of Zeithmal (Zeithmal et al., 2000, 2002), and it has been taken as it is for this study as well. It may be suggested from this study that the customers of both the Islamic Banks and the Conventional Banks are somewhat satisfied with the online banking services being provided because of similar kinds of services and no differentiation. Some customers did not even care about the kind of services they were receiving due to no difference in quality, efficiency and effectiveness. The online service quality dimension that affects the customers of conventional banks the most is Fulfillment, whereas, the online service quality dimension that affects the customers of Islamic Banks the most is Responsiveness
Nadir Khan1, Dr Noor Ahmed Rodeni. (2017) Customer Satisfaction in Online Banking Services: A Comparative Analysis of Islamic and Conventional Banks in Pakistan, Balochistan Review, Volume 1, Issue 1.
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