TABLE OF CONTENTS page

List of tables

List of figures

Executive summary

1.0 Introduction…………………………………………………………………………..1

1.1Statement of the problem………………………………………………………….2

1.2 Purpose of the study………………………………………………………………3

1.3 Research timeline…………………………………………………………………4

1.4 Limitations of the study …………………………………………………………5

2.0 Literature Review…………………………………………………………………...5

2.1 Service quality…………………………………………………………………..5

2 .2 The five key service gaps………………………………………………………8

2.3 Gronroos (1988) developed a five key dimension of SQ………………………..9

2.4 Le Blanc and Nguyen (1988) identified three dimensions of quality …………..9

2.5 The 6 dimensions (CARTER) of Service quality……………………………….10

2.6 Why service quality is so important in the Islami Banks?……………………..11

2.7 Customer satisfaction………………………………………………………… 12

2.8 Relationship between service quality and customer satisfaction…………………14

2.9 Relationship between Compliance and Customer satisfaction…………………..15

2.10 Relationship between Assurance and Customer satisfaction…………………….16

2.11 Relationship between Reliability and Customer satisfaction……………………16

2.12 Relationship between Tangible and Customer satisfaction…………………….16

2.13 Relationship between Empathy and Customer satisfaction………………………17

2.14 Relationship between Responsiveness and Customer satisfaction………………..17

 3.0 Research questions …………………………………………………………………18

3.1 Hypotheses………………………………………………………………………….18

3.2 Development of conceptual framework…………………………………………….19

3.3 Operational definition………………………………………………………………20

4.0 Methodology……………………………………………………………………………20

4.1 Research design …………………………………………………………………….20

4.2 Research Approach…………………………………………………………………21

4.3 Sampling method …………………………………………………………………..21

4.4 Survey instrument…………………………………………………………………..22

4.5 Pilot test ……………………………………………………………………………23

4.6 Data collection procedure………………………………………………………….23

4.7 Data analysis procedure…………………………………………………………….24

5.0 Results …………………………………………………………………………………25

5.1 Reliability Coefficient and Descriptive Statistics ………………………………….25

5.2 Correlation analysis……………………………………………………………. 26

5.3 Regression analysis……………………………………………………………… 28

5.4 Stepwise regression……………………………………………………………… 28

5.5 Standardized (Simultaneous) Regression…………………………………………. 30

6.0 Assessment of Hypotheses…………………………………………………………30

7.0 Significance of the study……………………………………………………………34

8.0 Recommendation ……………………………………………………………………...35

9.0 Conclusion …………………………………………………………………………….36

References …………………………………………………………………………………37
 Appendix 1 ………………………………………………………………………………...40

Appendix 2 ………………………………………………………………………………...43

Appendix 3……………………………………………………………………………..….44

Appendix 4………………………………………………………………………………...62

LIST OF TABLES Page

1.Operational Definition of Measured Variables …………………………………………...20

2. Reliability Coefficient and Descriptive Statistics of Service quality (compliance, assurance,

reliability, tangible, empathy, responsiveness) and Customer satisfaction…………………25

3. Correlation Matrix for of Service quality (compliance, assurance, reliability, tangible,

empathy, responsiveness) and Customer satisfaction………………………………………26

4. Stepwise regression ……………………………………………………………………..28

5. Standardized (Simultaneous) Regression………………………………………………. 30

LIST OF FIGURE

1. Conceptual Framework of Research Variable and their Relationships …………………19