Authors : Muhammad Faisal, Muhammad Salman Shabbir, Sarfraz Javed and Muhammad Farooq Shabbir
Abstract: The primary aim of this research study is to assess the factors that effect on service quality and to quantify the customer satisfaction in one of the leading Islamic bank operating in Pakistan. The basic distinction between a conventional and Islamic banking is the documentation and processing of the services provided to the customers. The present study tries to have an insight on the impact of service quality dimension and customer satisfaction using CARTER model. CARTER model is considered as very reliable and valid instrument to measure service quality and customer satisfaction in Islamic banking. Self-administered survey was conducted for data collection from 200 walk-in customer of Meezan Bank. The results of this study indicate a positive relationship between service quality dimensions and customer satisfaction in Islamic Banking.
Muhammad Faisal, Muhammad Salman Shabbir, Sarfraz Javed and Muhammad Farooq Shabbir, 2016. Measuring Service Quality and Customer Satisfaction in Pakistan: Evidence Based on Carter Model. International Business Management, 10: 5011-5016.