Abstract:
In order to succeed in Islamic banking, the business mainly depends upon the quality associated with the product or service delivered. The main objective of the study is to justify customer’s expectations and bank’s perceptions about the quality assurance by customer driven quality cycle and develops Big “Q” concept in context of Islamic banks. The unit of analysis taken was customer satisfaction in both the terms internal and external. But the considering point was; how all the customers get benefited and satisfy the end user from the banks performance under the light of Shariah? For this very reason the Service Quality Model, the Service Expectation Model and N.Kano Models have been used to prove quality assurance through customer satisfaction. For end part of study the SERQUAL approach has been used, which involves the analysis of the differences between customer’s expectations and perceptions. The data collection was done through qualitative and quantitative methods to give a precise result in the research, with the interpretive philosophy and inductive approach to the proposed research, but in the later stages of research deductive approach has used to quantify the qualitative data. The primary, secondary, and tertiary data collection methods were used for the clearance and more specification of theories/ models and their applications.
The process of data collection includes access to Islamic banks of Rawalpindi & Islamabad region. Then two survey instruments used to collect reliable and verified information for reviewing the Total Quality Management in
