BY Ashfaq Ahmad PhD Scholar 117/FUIMCS/Ph.D(MS)-2006 FACULTY OF MANAGEMENT SCIENCES 2009
A Comparative Study of Islamic Banking in Pakistan: Proposing and Testing a Model
A thesis submitted to the
FUIEMS Foundation University, Islamabad
In partial fulfillment of the requirements for the degree of
DOCTOR OF PHILOSOPHY In MANAGEMENT SCIENCES
Ashfaq Ahmad PhD Scholar FACULTY OF MANAGEMENT SCIENCES 2009
APPROVAL SHEET Approved by
External Examiner (Prof. Dr. M. Hayat Awan)
External Examiner (Dr. Mahmood A. Bodla)
Internal Examiner (Dr. Hamuyoun Naeem)
Head of the Department (Prof. Dr. M. Iqbal Saif)
Director/Dean Faculty of Management Sciences (Prof. Dr. Aftab Ahmad)
I have supervised Mr. Ashfaq Ahmad, PhD Scholar at Foundation University Institute of Engineering and Management Sciences, Islamabad. The candidate has completed his PhD thesis successfully. The dissertation titled “A Comparative Study of Islamic Banking in Pakistan: Proposing and Testing a Model” is worth submission for the award of the degree.
Dr. Kashif-ur-Rehman Associate Professor Department of Management Sciences Iqra University, Islamabad
I, Ashfaq Ahmad, Ph.D scholar in the subject of Management Sciences, hereby declare that the materials included in this dissertation are my own work and have not printed, published and/or submitted as research work, dissertation or publication in any form by anyone in Pakistan or abroad.
(Ashfaq Ahmad) PhD Scholar
This work is dedicated to my parents, brothers and sisters who encouraged me to face any challenge.
Table of Contents
List of Abbreviations List of Tables List of Figures List of Appendices Acknowledgement Abstract
XI XIII XV XVI XVII XIX
Chapter 1 Introduction 1.1 Background History of the Study 1.1.1 1.1.2 Islamic Banking Islamic and Conventional Banking
1 2 4 5 8 9 10 13 14 15 16 18
1.2 Broad Problem Area 1.2.1 Pakistani Banking Sector
1.3 Identification of Knowledge Gap 1.4 Statement of the Problem 1.5 Objectives of the Study 1.6 Significance of the Study 1.7 Definition of the Variables of the Study 1.8 Organization of the Dissertation
VIII Chapter 2 History and Development of Conventional and Islamic Banking in Pakistan 2.1 History of Banking Development in Pakistan 2.2 Prohibition of Interest in Islamic Banking 2.3 Functions of Islamic Bank 2.4 Operations and Products of Islamic Bank 2.5 Service Quality of Pakistani Banking Sector 2.6 Customer Satisfaction of Pakistani Banking Sector 2.7 Performance of Pakistani Banking Sector Chapter 3 Literature Review and Theoretical Framework 3.1 Services 3.1.1 Definition of Service and Service Quality 19 20 26 32 36 41 41 42 45 46 47 50 61 61 62 65 70 72 73 77 81 85
3.1.2 Dimensions of Service Quality 3.2 Customer Satisfaction 3.2.1 3.2.2 3.2.3 Defination of Satisfaction Customer Satisfaction in Banking Determinants of Customer Satisfaction
3.3 Bank Performance 3.3.1 3.3.2 Performance Evaluation of Islamic Banks Performance of Pakistani Banking Sector
3.4 Service Quality and Customer Satisfaction in Banking 3.5 Service Quality, Customer Satisfaction and Bank Performance 3.6 Hypotheses, Conceptual Model and Theoretical Framework
IX Chapter 4 Methodology 4.0 Research Method 4.1 Pilot Test 4.2 Main Study 4.3 Measures and Instruments 4.4 Reliability and Internal Consistency of the Variables Chapter 5 Interpretation of Results 5.0 5.1 5.2 5.3 5.4 5.5 Results Demographics of the Respondents Descriptive Statistics of the Variables Hypotheses Testing Regression Model Result Testing the Model 5.5.1 Relationship among Service Quality, Customer Satisfaction and Performance of Islamic Banks in Pakistan 5.5.2 Relationship among Service Quality, Customer Satisfaction and Performance of conventional Banks in Pakistan 5.6...