Search or add a thesis

Advanced Search (Beta)
Home > Impact of Service Quality of Islamic Banks on Customer Satisfaction.

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

Asian Research Index Whatsapp Chanel
Asian Research Index Whatsapp Chanel

Join our Whatsapp Channel to get regular updates.

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.
Loading...
Loading...

Similar Books

Loading...

Similar Chapters

Loading...

Similar News

Loading...

Similar Articles

Loading...

Similar Article Headings

Loading...

مولانامحمد علی جوہرؔ

مولانا محمد علی
ماتم یہ زمانہ میں بپا ’’تیرے‘‘ لیے ہے
مولانا محمد علی نے ۱۴؍ شعبان ۱۳۴۹؁ھ مطابق ۴؍ جنوری ۱۹۳۱؁ء کو تریپن ۵۳ برس کی عمر میں لندن میں وفات پائی، اس مسافر نے غالبؔ کے اس مصرع کو اپنے شعر میں دہرا کر اپنی مسافرانہ موت کی آپ پیش گوئی کی تھی۔
مارا دیارِ غیر میں مجھ کو وطن سے دور
افسوس وہ پر درد آواز جو ۱۹۱۱؁ء سے ۱۹۳۰؁ء تک ہندوستان اور دنیائے اسلام کے ہر قیامت آفرین سانحہ میں صدائے صور بن کر بلند ہوتی رہی، ہمیشہ کے لیے خاموش ہوگئی، وہ بیقرار دل جو اسلام اور مسلمانوں کی ہر مصیبت کے وقت بیتاب ہوجاتا تھا، اور اوروں کو بیتاب کرتا تھا، دریغا کہ قیامت تک کے لیے ساکن ہوگیا، وہ اشک آلود آنکھیں جو دین و ملت کے ہر ماتم میں آنسوؤں کا دریا بن جاتی تھیں، حسرتاکہ ان کی روانی ہمیشہ کے لیے بند ہوگئی، وہ مترنم لب جوہر بزم میں خوشنوا بلبل بن کر چہکتے تھے، ان کے ترانے اب ہمارے کان نہ سنیں گے، وہ آتشیں زبان جو ہر رزم میں تیغ برّاں بن کر چمکتی تھی اس کی تابش اب کسی معرکہ میں ہماری آنکھوں کو نظر نہ آئے گی، وہ پرجوش سینہ جو ہمارے مصائب کے پہاڑوں کو سیلاب بن کر بہالے جاتا تھا، اس کا تلاطم ہمیشہ کے لیے تھم گیا، وہ پرزوردست و بازو جو شب و روز کی خدمت گذاری اور نبرد آزمائی میں مصروف تھے، وہ اب ایسے تھکے کہ پھر نہ اٹھیں گے، اور افسوس کہ شکست خوردہ فوج کا وہ آخری سپاہی جو اعدا کے نرغہ میں تنہا لڑرہا تھا، آخر زخموں سے چور ہوکر ایسا گرا کہ پھر کھڑا نہ ہوگا، الوداع! محمدعلی! الوداع! والسلامَ الیٰ یوم القیام۔
تو ملت کا عزادار تھا، حق ہے کہ ساری ملت تیری...

سوشل میڈیا کا استعمال اخلاقیات اور شریعت کے نکتہ نظر سے: ایک تفصیلی جائزہ

Throughout the history humanity has witnessed many ups and downs. There might have been many eras of moral lawlessness in which humanity might have suffered from lack of moral character, civilization, lack of social norms and values and many such things. But in the present era social media has emerged as a very sharp sword which has destroyed social values, norms and morality. It has proven destructive to a unprecedented level. Sometimes people share news about a person without conformation and on other times people destroy human shapes and give them resemblance with animal shapes and then share them on social media by way of comparison between human and animals. Insulting political opponents, playing with honor and dignity of others, humiliating others have become a game to play for people on social media. Many users of the social media think that there is no respect for others at all so they don’t hesitate from humiliating people. For them the only act worth doing is to protect the so called respect of the leader they follow and love. They are ready to cross any limit for this.  While doing all this they forget anything and everything about civility, morality, and social values etc. Someone has quite rightly said that good character is proof of good blood. While using social media one is in fact representing one’s family and blood. According to statistics 58% of the whole population of our country consists of young people the majority of which is so much attached and engrossed with the use of social media that they are oblivious of what is going around them. The spell of social media has bound people in the galleries of hospitals, pathways, passengers, and in educational institutes. So much so that even in homes, social media has preoccupied people to an extent that they damn care for the people living in the same home with them. There is value for a friend on social media but there is no value for a person sitting very next to them. A young man is busy and engaged with a so called sister on social media but his real sister is seen tantalized for his care and affection. In the university students miss out lectures of teacher but want to learn things from google and social media. This is the dilemma of the current age. The use of social media has taken people far away from the people sitting and living very close to them. Now the young generation has options i.e. Positive or negative use of social media. Your face book account, your profile is reflective of your personality. Any visitor, while visiting your profile and account will have your whole personality open up to him. Difference of opinion is permitted and appreciable thing but it should be done within limits. The current research paper is an attempt to cover up all these things and to see the Islamic teachings about the use of social media. How to open an account on social media, how to share pictures on it either self or that of others, sending friend requests and accepting them? These and other related issues will be discussed in the present paper in the light of Islam.

Supply Chain Management of Auto-industry of Pakistan

The automobile industry in Pakistan took its roots during the fifties but in consequence of the Government's nationalization policy, its growth remained stunted till the mid eighties when it was reactivated with the setting up of more vehicle assembly plants in the country. It got a boost with the liberalization of the Government's financial policies and the advent of the era of car leasing in the country. Consequently, more auto assemblers ventured into the arena and established themselves in competition with the previously entrenched players. With automobile assembling serving as the mother industry and focused on the domestic market, the downstream automotive parts industry and the engineering industries have nurtured to a level at which they are not only increasing their role in the domestic market but have also started playing a role in the export earnings of the country. Being principally an assembling industry, the supply chain constitutes one of the most important parts of its functioning. It also dictates the cost and quality of the end product. Because of the vastness of the subject, the study has been principally confined to the car and light commercial (LCV) segment which has the maximum direct impact on the common purchaser. The Study aims at understanding the industrial development of the Country and the current domestic industrial dynamics. It reviews global trends in the field where distinct trends are emerging of the auto manufacturers and assemblers shifting from their traditional bases. It also outlines the development of this sector in the domestic market so as to identify both its strengths and weaknesses and lay down the contours for its future growth which holds a good promise. At the end, certain recommendations are being offered for the future growth of the industry in Pakistan.