The Roll of Servqual Model in Islamic Banking System and Islamic Banking Windows: A Comparative Analsis

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Dr Ghulam Mustafa

Abstract

It is admitted fact that the system and technology in the field of banking and globalization scene, developments and advancements, the quality of service (Servqual)[i] has the very important value and place in the competition of banks to satisfy the customers and their loyalty and to get rid of the strike threat of the clients. No doubt, the system of Islamic banking needs and search no hopes and expectation. System of Islamic banking, in different fields, exists either in the shape of complete system of Islamic banking or in the shape of Islamic banking[ii] homes (windows) in the conventional (traditional) banks.[iii] So, in connection with the topic under discussion and literature is to determine and fix the kind of system of the banks mentioned above. Therefor under discussion topic and study is to compare the both system of banking especially with reference to the service quality. So, for this purpose, we shall use and implement the SERVQUAL MODEL for the analytical study of the quality of service of above- mentioned banks in Pakistan. In this way the results of the two banks will come out in the better position and image about full Islamic banks as shown by the customers and clients of their own. Likewise, the other features of this model will decipher and reveals of the touch of tangibles, touch of empathy and similarly responsiveness are very important and significant items that will help us to determine and distinguish the importance of the system of Islamic banks and ISLAMIC BANKING WINOWS,[iv] especially with reference to the quality of service (service quality).[v]


 


[i] Wang, Y. L., Tainyi, L. U. O. R., Luarn, P., & Lu, H. P. (2015). Contribution and Trend to Quality Research--a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica19(1).


[ii] Lewis, M. K., & Algaoud, L. M. (2001). Islamic banking. Books.


[iii] Hanif, M. (2014). Differences and similarities in Islamic and conventional banking. International Journal of Business and Social Sciences2(2).


[iv] Lone, F. A., & Rehman, A. U. (2017). Customer satisfaction in full-fledged Islamic banks and Islamic banking windows: A comparative study. Journal of Internet Banking and Commerce22(S7).


[v] Schneider, B., & White, S. S. (2004). Service quality: Research perspectives.

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How to Cite
Dr Ghulam Mustafa. (2022). The Roll of Servqual Model in Islamic Banking System and Islamic Banking Windows: A Comparative Analsis. Al Qalam, 27(1), 416-430. https://doi.org/10.51506/al qalam.v27i1.1733

References

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