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Title: Relationship between service quality and customer satisfaction in Islamic banking system in Sri Lanka
Authors: Roshan, A. M. F.
Nafrees, A. C. M.
Jahufer, A.
Keywords: Customer satisfaction
Service quality
Issue Date: 12-Dec-2019
Publisher: Faculty of Islamic Studies & Arabic Language South Eastern University of Sri Lanka
Citation: 6th International Symposium 2019 on “Contemporary trends of Islamic Sciences and Arabic Studies for the nation development”. 12th December 2019. South Eastern University of Sri Lanka, University Park, Oluvil, Sri Lanka. pp. 202-210.
Abstract: The purpose of this study is to evaluate customer perceptions of different service quality dimensions on the satisfaction of its customers in Islamic banks and analyze the influence of perceived service quality. For this purpose, 151 Islamic faculty students' details were collected through the questionnaires. The validity of the data has been explored through the Reliability Test and young bank customers' perceptions of selected dimensions of service quality were analyzed. Empathy was the most important and dominant service quality dimensions for customer satisfaction. According to the results of the study, all service quality dimensions such as tangibility, reliability, responsiveness assurance and empathy are positively associated with the overall satisfaction of customers. And the study concludes that all dimensions of service quality significantly affect bank customer satisfaction.
ISSN: 988-955-627-196-6
Appears in Collections:6th International Symposium of FIA-2019

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