Comparative study of Islamic and conventional banking in Pakistan based on customer satisfaction

Abstract

The financial service sector especially banking sector is growing rapidly in the area of globalization and borderless market. Islamic banking practices accelerated the pace of competition to retain customers as satisfied in the existence of the conventional banks. This study examines the perception of satisfaction amongst bank customers using products of IB and CB in Pakistan. Data was collected from 864 bank customers (432 from IB and 432 from CB) by stratified random sampling. Customers were approached to record their responses by using a self administrated structured questionnaire. SPPS 15.0 version was applied to analyze the data. The results indicate that customers of IB are more satisfied as compared to customers of CB that is evident from descriptive statistics scores. However, it is found that there is significant difference in the level of satisfaction among male and female customers in case of IB while there is no difference in the perception of satisfaction among customers of CB on the basis of gender. This study helps the bankers, policy makers and practitioners to assess the satisfaction level among bank customers on the basis of gender to retain their customers for long term benefits.