DRIVERS OF CUSTOMER’S SATISFACTION: EVIDENCE FROM ISLAMIC BANKS IN PAKISTAN

The purpose of this study is to investigate the critical drivers of Islamic Banking customer satisfaction in in the Malakand division. Quantitative techniques with survey method of data collection on five-points Likert scale is used. Self-administered questionnaires consist of 18 important questions about customer satisfaction are used to collect data. To ascertain the critical factors/ contributors to customer satisfaction, exploratory factor analysis is applied. The results indicate that the primary determinants of customer satisfaction could be condensed to five factors. Each question is assigned to a component based on its related factor component score