Does technology improve customer satisfaction and loyalty? A comparative study of Islamic and conventional banks

Abstract

This study aimed to determine the impact of technology based service qualities! Toward customer loyalty mediated by customer satisfaction and further to compare this phenomenon between Islamic and conventional banks. The data was collected via adapted questionnaire and two hundred (200) questionnaires were distributed among customers. The statistical packages of social science (SPSS) is used for data analysis. The independent T test revealed that Islamic banks are significantly healthier to provide convenient and troubleshooting aspects of technology based services. Customer satisfaction plays a partial mediatory role between the technology service quality and customer loyalty. The comparison of positive mean value results show that Islamic banks employees have sufficient knowledge in order to guide their customers according to their desires on! However, this factor explores the importance of Islamic financial system in current market demand. The overall results show that all variables are statistical significant excluding one variable as convenient technology. This study is first ever attempt to use Technology as main policy variable in order to examine the real effects of customer satisfaction and loyalty in Pakistan.