DRIVERS OF CUSTOMER’S SATISFACTION: EVIDENCE FROM ISLAMIC BANKS IN PAKISTAN

Authors

  • Adnan Khan University of Malakand
  • Zahid Ali University of Malakand
  • Naveed Qurtuba University of Science and Information Technology

Abstract

The purpose of this study is to investigate the critical drivers of Islamic Banking customer satisfaction in in the Malakand division. Quantitative techniques with survey method of data collection on five-points Likert scale is used. Self-administered questionnaires consist of 18 important questions about customer satisfaction are used to collect data. To ascertain the critical factors/ contributors to customer satisfaction, exploratory factor analysis is applied. The results indicate that the primary determinants of customer satisfaction could be condensed to five factors. Each question is assigned to a component based on its related factor component score.

Author Biographies

Adnan Khan, University of Malakand

Lecturer, Department of Commerce and Management Sciences, University of Malakand

Zahid Ali, University of Malakand

Lecturer, Department of Commerce and Management Sciences University of Malakand

Naveed, Qurtuba University of Science and Information Technology

Associate Professor, Qurtuba University of Science and Information Technology, Peshawar

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Published

18.02.2023

Issue

Vol. 8 No. 2 (2022): Sarhad Journal of Management Sciences (SJMS)

Section

Articles

License

Copyright (c) 2023 Khan Khan, Zahid Ali, Naveed

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

All content published in SJMS is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0). Under this license, authors and readers are free to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material for any purpose, even commercially), provided appropriate credit is given to the original author(s) and source publication.