Title of Thesis

A Comparative study of Islamic Banking in Pakistan: Proposing and Testing a Model

Author(s)

Ashfaq Ahmad

Abstract
This study examines the relationship between service quality, customer satisfaction and bank performance by conducting a comparative analysis of Islamic banks and conventional banks in Pakistan. Inception of Islamic banking in Pakistan has created multiple challenges for banking industry.Pakistani banking industry consists upon Islamic and conventional banks that are competing for more and more customers by delivery of quality services to have satisfied customers for better performance. On the basis of theoretical background, a model is proposed and tested in Pakistani environment.A structured questionnaire has been developed for the study in the light of the existing literature. Data were collected from 1440 respondents by self-administrated questionnaire by using stratified sampling.A number of tools e.g. SPSS and VPLS etc. are used for data analysis.A set of statistical techniques e.g. T-test, Regression analysis, Correlation and Structural Equation Modeling are applied by the researcher to test the hypotheses of the study. The results indicate a strong positive relationship between service quality and customer satisfaction in the banking sector of Pakistan.Findings shows that service quality and customer satisfaction have weak influence on performance of banks.The study has a number of implications for bankers, policy makers and academicians.

1

1.1 Background History of the Study
1.2 Broad Problem Area
1.3 Identification of Knowledge Gap
1.4 Statement of the Problem
1.5 Objectives of the Study
1.6 Significance of the Study
1.7 Definition of the Variables of the Study
1.8 Organization of the Dissertation

2.1 History of Banking Development in Pakistan
2.2 Prohibition of Interest in Islamic Banking
2.3 Functions of Islamic Bank
2.4 Operations and Products of Islamic Bank
2.5 Service Quality of Pakistani Banking Sector
2.6 Customer Satisfaction of Pakistani Banking Sector
2.7 Performance of Pakistani Banking Sector

3.1 Services
3.2 Customer Satisfaction
3.3 Bank Performance
3.4 Service Quality and Customer Satisfaction in Banking
3.5 Service Quality, Customer Satisfaction and Bank Performance
3.6 Hypotheses, Conceptual Model and Theoretical Framework

4.0 Research Method
4.1Pilot Test
4.2 Main Study
4.3 Measures and Instruments
4.4 Reliability and Internal Consistency of the Variables

5.0 Results
5.1 Demographics of the Respondents
5.2 Descriptive Statistics of the Variables
5.3 Hypotheses Testing
5.4 Regression Model Result
5.5 Testing the Model
5.6 Discussion

6.1 Conclusion
6.2 Suggestions
6.3 Limitations and Future Research
6.4 Contribution of the Study
6.5 Practical Implications
6.6 Unique Status of the Study