Customer Satisfaction And Service Quality: Conceptual And Application In Banking Industry

Customer satisfaction is very important particularly for banking institutions which offer similar products and services. The competitive portfolio of services suggest banking institutions to make a significant effort to improve their service quality. This article discusses concepts of customer satisfaction and service quality within banking industry to draw attention to some conceptual and application challenges for Islamic banking institutions. This article is based on a critical review of literature in this area. This paper highlights the need for sufficient information regarding customer’s expectation and satisfaction in order for banking institutions to sustain in the market. It is also found that customer culture is an important factor that has impact on service quality and has an influence on customer satisfaction in the banking sector.