HOW CUSTOMER PERCEIVE THE QUALITY OF ONLINE

BANKING SERVICES AND TO DEVELOP AN INSTRUMENT

CONSISTING OF DIFFERENT SERVICE QUALITY
DIMENSIONS THAT CAN BE USED TO MEASURE THE
QUALITY OF SUCH SERVICES
By
Muhammad Abdullah

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

RIPHAH SCHOOL OF LEADERSHIP

FACULTY OF MANAGEMENT SCIENCES
RIPHAH INTERNATIONAL UNIVERSITY
ISLAMABAD

July 2021
 HOW CUSTOMER PERCEIVE THE QUALITY OF ONLINE
BANKING SERVICES AND TO DEVELOP AN INSTRUMENT
CONSISTING OF DIFFERENT SERVICE QUALITY
DIMENSIONS THAT CAN BE USED TO MEASURE THE
QUALITY OF SUCH SERVICES

By
Muhammad Abdullah

A research Project submitted to the Faculty of Management Sciences,

Riphah International University, Islamabad
In partial fulfillment of the requirements for the degree of
BACHELOR OF BUSINESS ADMINISTRATION (BBA)

RIPHAH SCHOOL OF LEADERSHIP

FACULTY OF MANAGEMENT SCIENCES
RIPHAH INTERNATIONAL UNIVERSITY
ISLAMABAD

July 2021
 HOW CUSTOMER PERCEIVE THE QUALITY OF ONLINE
BANKING SERVICES AND TO DEVELOP AN INSTRUMENT
CONSISTING OF DIFFERENT SERVICE QUALITY
DIMENSIONS THAT CAN BE USED TO MEASURE THE
QUALITY OF SUCH SERVICES
By
Muhammad Abdullah

__________________________
Muhammad Usman
(Thesis Supervisor)

RIPHAH SCHOOL OF LEADERSHIP

FACULTY OF MANAGEMENT SCIENCES
RIPHAH INTERNATIONAL UNIVERSITY
ISLAMABAD

July 2021
 CERTIFICATE

This is to certify that Mr. Muhammad Usman has incorporated all observations, suggestions and
comments made by the external examiner as well as internal examiner and thesis supervisor. The
title of his thesis is HOW CUSTOMER PERCEIVE THE QUALITY OF ONLINE
BANKING SERVICES AND TO DEVELOP AN INSTRUMENT CONSISTING OF
DIFFERENT SERVICE QUALITY DIMENSIONS THAT CAN BE USED TO
MEASURE THE QUALITY OF SUCH SERVICES

Forwarded for necessary action.

Mr. Muhammad Usman

(Thesis Supervisor)
 DEDICATION

To my praiseworthy mother

‘Your prayers are what I need more than any thing else in my life’

To my charismatic late father

‘The person whom I love the most. May his soul rest in peace!’

To my supportive wife

‘Your support and just being there is pre-requisite for what I have achieved in life’

To my loving children

‘You are the spark of my life’

 ACKNOWLEDGEMENTS

It’s the grace of ALMIGHTY ALLAH that has led this work to its completion. The Gracious and
All Compassionate. I can never dare to deny of HIS gifts that HE has granted me, best of which
is that HE has provided me with the torch of eternal guidance in the form of HIS Holy Prophet
(PBUH), who is the knowledge for humanity as a whole.
I sincerely and honestly thank my supervisor Mr. Muhammad Usman for his
unmatchable and dedicated supervision for the completion of this study. He has really been
extremely patient, helpful and cooperative.
I also greatly thank Dean/HOD and faculty members of Faculty of Management Sciences
of Riphah International University, for their cooperation and support.
I would love to express my sincere thanks to my colleagues and friends who have always been a
real source of motivation for me.
I am very thankful to my family. The prayers and support of my family has helped me
throughout my work.

(Muhammad Usman)