Relationship between service quality and customer satisfaction in Islamic banking system in Sri Lanka

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.