International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Service Quality Measurement regarding Banking Sector
Mobin Ahmed

Measurement of Service Quality of Islamic and Conventional banks measured, based on SERVQUAL model. From 250 respondents those living in Islamabad and Rawalpindi responses were collected. Reliability of each dimensions of SERVQUAL is found above the thresholds. It is found that Islamic banks have Service Quality gap as compared to Conventional banks on the five dimensions i.e. Tangibility, Reliability, Convenience Competence and Satisfaction. Customers were found satisfactory on these dimensions of service quality but banks have to focus on convenience and competence as the results were showing it positive but convenience has insignificant impact on service quality which is providing by banks. Sample size is uneven distribution of usage of banks, customers of Conventional bank were 195 i.e. 61.6% and Islamic banks were 96 i.e. 38.4%. Pakistani banking sector could implement the results in fulfilling the expectations of customers and could minimize the SERVQUAL gap.

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