Abstract:
Banking sector in Pakistan is facing many challenges and also growing rapidly especially the
Islamic banking. During the last decade the Islamic banking industry is flourishing even the
commercial banks are compelled to face the challenge and capturing the market share by offering
the Islamic services windows along with the conventional banking services in Pakistan. But it is
to be determine that , are these banks offer Islamic banks services, however if they offer such
types of services then how is sharia compliance and service quality is followed by these banks in
order to satisfy their customers. Pakistan is Muslim based country and has a particular banking
environment so, by keeping in view this situation a model is developed named SQPIB (Service
Quality in Pakistani Islamic banks). Using the questionnaire technique a questionnaire is
developed by modified SERVQUAL model for measuring service quality in Pakistani Islamic
banks. The resulting instrument is intended to help the managers of Islamic banks based in
Pakistan to measure their service quality and focus their attention on the service quality
dimensions, promotion strategy for the awareness of the Islamic bank services that matter most
too current and potential customers. By using the SQPIB tool the questionnaire is distributed to
the 214 customers of both Islamic banks and no Islamic banks.
This service quality tool measures the service quality as perceived by people. The instrument
includes thirty-two items and by using factor analysis, which are grouped into five dimensions
named as: responsiveness, accessibility, and bank image, credibility and Islamic tangibles. The
contribution of this study is the proposed service quality tool for the Pakistani Islamic banks
SQPIB. SERVQUAL cannot be the universal quality tool due to difference in business
environment and its validity across borders and the scale construct as items can beaffected by
different contexts. SQPIB is developed for the Pakistani Islamic banks to the researcher’s
knowledge, very few service quality models have been developed for the Islamic banking
industry in Pakistan
