Degree
Master of Science in Islamic Banking & Finance
Department
Department of Finance
Faculty/ School
School of Business Studies (SBS)
Date of Submission
Spring 2024
Supervisor
Dr. Irum Saba, Associate Professor & Program Director MS-IBF, Institute of Business Administration, Karachi
Keywords
Islamic Banking, Service Quality, Shariah Perception, SERVQUAL Model, Shariah Assurance
Abstract
Purpose: This paper seeks to address consumers/individuals’ perceptions of Islamic banking in Pakistan.
Design, technique, and strategy: Firstly, data were assembled from 700 holders of accounts of Islamic banks/Islamic investment arms from all important cities of Pakistan of conventional banks in multicultural atmosphere and evaluate by correlation and using self administered questionnaires by using SERVQUAL model.
Results: There were significant moderating effects on perceptions of customer satisfaction.
Limitation/Recommendation: To increase patronage of Islamic banking products and services, giving the industry a better chance of competing with its well-established conventional counterpart, the study advises operators and regulators of Islamic banks to give public awareness and perception adequate consideration.
Practical impact: The findings of this research advise Islamic banks to focus on their core strength of "Shariah compliance" when developing new products and services and devising marketing strategies. Furthermore, ensuring top-notch services will keep these tactics viable in the face of competition from conventional banks.
Social impact: Shariah compliance standards must be widely communicated to the public regarding products and services, policies and procedures, codes of conduct in order for Islamic banks to build their brand.
Originality/value: Aim to reduce the bias associated with common methods and present a comprehensive analysis of customers' perceptions of Shariah compliance and service quality when they maintain accounts with Islamic banks for an extended period of time. This interactive effect of Shariah compliance perception has not been identified as a central theme in any mainstream journals or articles. This study closes this gap as a result.
Document Type
Restricted Access
Submission Type
Research Project
Recommended Citation
Akbar, S. A. (2024). Perception of Islamic Banking Study on Pakistan (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/etd-ms-ibf/49
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