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Impact of Service Quality of Islamic Banks on Customer Satisfaction.

Thesis Info

Author

Tahir Mahmood

Department

Department of Management Sciences

Program

Mphil

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2014

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728791038

Similar


This study explores the impact of service quality on the satisfaction of customers of the Islamic banks operating in Lahore Pakistan means whether the customers of Islamic banks are satisfied by the facilities provided by the banks. Tangibility, reliability, responsiveness, assurance, empathy and shari'ah compliance are the dimensions of service quality and taken as independent variables while customer satisfaction is taken as dependant variable. For the purpose of study, feedback of 100 customers of 5 Islamic banks operating in Lahore Pakistan regarding service quality and satisfaction level is collected. Banks and customers are selected on the basis of convenient sampling. A structured self-administrated questionnaire in English was distributed to customers of the Islamic banks. Personal contact approach was also applied to explain the questions. SPSS 16.0 version was used to draw analysis. Results show that tangibility, reliability, responsiveness, assurance, empathy and shari'ah compliance have positive relationship with customer satisfaction. The value of R square shows that 86.6% variation in customers' satisfaction is explained by tangibility, reliability, responsiveness, assurance, empathy and shari'ah compliance. Responsiveness, empathy and shari'ah compliance significantly affect the customer satisfaction while tangibility, reliability and assurance insignificantly affect the customer satisfaction. So, the bank managers should focus on these three dimensions of the service quality if they want to enhance the customer satisfaction.
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منصف ہاشمی کی نثری نظمیں

منصف ہاشمی کی نثری نظمیں
نثر اور نظم میں کیا فرق ہے؟ نوراللغات میں ’’نثر‘‘ کی تشریح ان الفاظ میں کی گئی ہے۔ ’’وہ عبارت جو نظم نہ ہو‘‘۔ یعنی لفظ ’’نثر ‘‘ کی اپنی کوئی حقیقت نہیں ہے۔ اسے’’ نظم‘‘کے منفیانہ یا تنسیخی معانی سے ہی پہچانا جائے۔۔۔ نثر کے لغوی معنی ہیں :’’پراگندہ‘‘، ’’بکھرا ہوا‘‘ ۔اس کی صفات میں’’ خشک‘‘، ’’غیر شاعرانہ‘‘ وغیرہ الفاظ تقریباً ہر لغت میں پائے جاتے ہیں۔ نثر کو نظم سے قریب ترلانے کے لیے جو حربے استعمال کیے گئے ان میں جملوں کے آخری الفاظ کا مقفیٰ ہونا شرطِ اول تھی۔ گویا نثر پر نظم کو مسلط کرنا شرطِ اول تھی، نہ کہ نظم پر نثر کی فوقیت کو جتانا۔ درحقیقت نثر نگاری دوسرے درجے کی ادبی کاوش ہے جب کہ نظم گوئی سرِ فہرست تھی۔ بیسویں صدی کے آخری تیس چالیس برسوں میں ’’نثری نظم ‘‘ کو ادبی جریدوں میں جگہ ملنی شروع ہوئی۔ لیکن اردو نے کبھی اس بات کو تسلیم نہیں کیا کہ’’ غزل گو‘‘یا ’’نظم گو‘‘کی جگہ ’’غزل نویس‘‘یا ’’نظم نویس‘‘ بطور اصطلاح تسلیم کیا جائے۔ ’’سخن‘‘ کا مطلب ’’بات‘‘ نہیں بلکہ’’موزوں بات‘‘ تسلیم کیا گیا ۔ا س کے لوازمات میں آہنگ ، لہجہ (صوت) ،زحافات کو صفِ اول میں جگہ دی گئی۔
منصف ہاشمی کو فیس بک اور رسائل کی وساطت سے میں دو دہائیوں سے پڑھ رہا ہوں۔ ارکان اور زحافات سے معرا ہونے کے باوجود ان کا آہنگ ایسے بیانیہ پر مبنی ہے جس میں نظم کی خصوصیات موجود ہیں۔ ترصیع، تجنیس، سجع، آہنگ اور سب سے بڑھ کر امیجری، شعر یات کے تقاضوں کو پورا کرتی ہیں۔ مترنم نہ ہونے کے باوجود ان کا بیانیہ شاعرانہ غنایت کا حامل ہے۔ ان کی نظمیں مضمون نگاری کے حوالے سے خیال بندی اور معاملہ بندی کی شرائط پر بھی پورا اترتی ہیں۔
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Parental Role in Recognition, Prevention and First Aid Management of Foreign Body Aspiration amongst Children

Background: Foreign body aspiration (FBA) is a commonly observed, fatal but preventable condition in children. To reduce the incidence of FBA, it is essential to provide parents with knowledge and guidelines regarding the prevention and management of FBA. Objectives: To assess parental knowledge and parental role in the prevention and first aid management of foreign body aspiration in children. Methods: A descriptive cross-sectional study was carried out at Mayo Hospital, Lahore from January 2019 to September 2019. After IRB approval and informed consent, 151 parents were enrolled through convenient sampling. Data were recorded in a structured questionnaire and analyzed through SPSS version 26. Results: Breathlessness and vomiting were recognized as symptoms of FBA by 49.7% & 7.3% of parents respectively. Hand clutched to throat, color & voice change were recognized as signs by 6.6 %, 9.9 % &10.6 % of the parents. As a first aid measure, 66.2% of individuals knew about back slaps, while only 2% were aware of abdominal thrusts. Literate parents were well aware of the facts that children under the age of three should not consume seeds, hazelnuts, and hard nuts and the child should not laugh or talk while eating compared to illiterate parents (p<0.05) Conclusion: The majority of the parents are not well aware of signs, symptoms, preventive measures and first aid measurements regarding FBA.

Purification and Characterization of Laccase from Some Wood Rotting Fungi

Laccase is an enzyme that hydrolyzes lignin ending towards production of glucose. It has many applications in pharmaceutical, paper and pulp industry, food industry and textile industry. These diverse requirements act as a license for the evolution of practicable biotechnological applications for the large scale production of laccase enzyme to cover up the local industrial demands. This target can be accomplished through assortment, adaptation and utilization of home grown biological sources. In present study, Pleurotus ostreatus (jacq.) P. Kumm., Ganoderma lucidum (Curtis) P. Karst., Ganoderma ahmadii Steyaert, Ganoderma applanatum Conk., Ganoderma australe (Fr.) Pat, Ganoderma colossus (Fr.) C. F. Baker, Ganoderma flexipes Pat., Ganoderma resinaceum Bourd., Ganoderma tornatum (Persoon) Bresadola, Coriolus hirsutus (Wulfen) Pilat, Coriolus proteus (Berk.) Dutta Roy, Coriolus pubescens (Trametes pubescens (Schum: Fr.) Pil), Coriolus tephroleucus (Trametes tephroleuca Berk.), Coriolus versicolor (Fr. ex Fr.) Quel, Trametes insularis Murr., Coriolus zonatus (Nees) Quél, Fomes fomentarius (L. ex. Fr.) Fr., Fomes scruposus (Fr.) G. H. Cunn., Fomitopsis semitostus (Berk.) Ryv., Fomes lividus (Kalchbr.) Sacc., Fomes linteus (Berk. and Curt.), Phellinus allardii (Bres.) Ahmad, Phellinus badius (Berk. Cke.) Cunn., Phellinus callimorphus (Leveille) Ryvarden, Phellinus caryophylli (Racib.) G. Cunn., Phellinus pini (Thore: Fr.) Ames, Phellinus torulosus (Pers.) Boud. Galz., Poria ravenalae (Berk. and Br.) Cooke, Poria versipora (Pers.) Rom., Poria paradoxa (Schizopora paradoxa (Schrad.:Fr.) Donk,), Poria latemarginata (Durieu & Mont.) Cooke, Heterobasidion insulare (Murrill) Ryvarden sensu lato, Schizophyllum commune (Fr.), Schizophyllum radiatum (Sw.) Fr. Daldinia sp. (Ces.)De not., Xylaria sp. (Pres.) Grev., were collected, isolated, identified and then screened qualitatively for their laccase activity. After qualitative screening, potential strains were screened quantitatively for laccase activity on effluents of different plant based industries. Growth and nutritional conditions were optimized for the best producer to enhance the laccase activity. Scale up studies were carried out on optimized conditions for production of enzyme followed by purification and characterization of enzyme. The stepwise findings are: · Qualitative assay analysis revealed that the all test fungi possess good ability for synthesis of laccase enzyme at pH 5.5 on MEA media alongwith ABTS. · Quantitative bioassays on ME broth showed that selected fungi i.e., P. ostreatus 008, P. ostreatus 016, G. lucidum 101, G. lucidum 102 and G. lucidum 104 showed high potential towards production of laccase enzyme, so selected for further trials. · The selected wood rotting fungi were tested for their laccase potential on different industrial effluents i.e., oil and ghee mill effluent, paper and pulp mill effluent, sugar mill effluent and textile mill effluent and G. lucidum 101 gave best enzyme units (24.34 U mL-1). · Growth and nutritional conditions were optimized with paper and pulp mill effluent for enhanced production of laccase by G. lucidum 101. The optimized parameters were: incubation temperature; 30 ᴼC, incubation period; 16 days, initial pH; 5, inoculum’s size; 15 disks (5mm diameter), Cellulose (as carbon source); 3.5%, urea (as nitrogen source); 4 mg mL-1, 300 mM copper Sulfate and ethanol 3% with the synthesis of 51.45 U mL-1 of laccase. · After optimization of growth and nutrition conditions on shake flask, scale up studies were carried out for 10 liter of sterilized effluent in bioreactor of 50 liter capacity on same growth and nutritional conditions as optimized for shake flask. The laccase activity was 7800 U 10L-1. · The enzyme was isolated and purified through 80% ammonium sulfate precipitation, followed by DEAE-cellulose and then Sephadex G-100 column chromatography. The protein purity was 5.23 folds with molecular weight of 78 ± 2 KDa. · Kinetic evaluation of enzyme revealed maximum laccase activity was achieved at pH 5 with 100% stability till 120 minutes. Thermal stability was 100% at 60 ᴼC at the exposure time of 60 minutes. The values of MichealisMenton constant Km and Vmax were 0.3 mM and 80 mM/min with ABTS substrate. HgCl2, Pb(No3)2, sodium azide and mercaptethanol inhibited the laccase activity fully or partially whereas CuSO4 and MnSo4 acted as enzyme activator. All the findings were discussed depending upon the fact that fungi are potential source of enzymes and the industrial effluents may act as cheaper substrate for the production of these enzymes at industrial level. This effort concluded that indigenous fungi have potential for the production of laccase enzyme and after optimizing growth and nutritional conditions large scale production of the enzyme can be carried out.