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.
