Customer’s Behavior towards Islamic Banking in Pakistan

Abstract

Islamic banking is one of the most developing sectors in Pakistan. This study reveals the relationship between consumer behavior towards bank selection criteria and customer satisfaction. For this purpose, qualitative data was collected from consumers in different Islamic bank in Multan. It is find out relationship among independent variables( religion, high profit &low service charges, influence of friends & family, service quality, responsive attitude of staff ,mass media & bank image) and dependent variable (customer satisfaction). The findings show positive and significant relationship among all variables and customer satisfaction partially mediates the relationship between independent variables and dependent variables. We conclude that customers’ satisfaction is increasing day after day and their commitment is strong with the Islamic banks.

Keywords: Islamic banking, Bank selection, Customer behavior.