ANALYSIS OF CUSTOMER SATISFACTION IN CONVENTIONAL AND ISLAMIC BANKING SECTOR OF PAKISTAN
Keywords:customer’s satisfaction, service quality, customer expectations, conventional bank, Islamic bank.
The purpose of this article is to examine the customer’s satisfaction regarding different factors offered by Conventional and Islamic banking sectors in Pakistan. More, it is also examined that how a customer becomes satisfied and loyal with a particular bank and how theyused word of mouth generally by having these factors service quality and customer expectations. A convenient sampling technique is used for collecting qualitative data to recruit 70 customers(35 each bank) representing the required range of demographic factors (e.g. type of account, gender, age, and bank type) with their experience while during transactions with banks. The research paper is consisted of previous research by adding new variables in existing knowledge regarding customer satisfaction in both types of banking services in Pakistan.