Analysis of Islamic Banking Electronic Services Factors on Loyalty of Customers

Abstract

The purpose of the study is to analysis of the effective factors of electronic services on the loyalty ofcustomers of Islamic Bank of Pakistan. In the study factors includes quality, satisfaction, trust and loyalty for electronics services. Quantitative approach and survey methodology were adopted in this study to collect data from employees of the Islamic Bank of Hyderabad. Simple random sampling technique was used.A questionnaire was designed for primary data collection. Findings of the study, E-Banking services quality has a positive impact on the trust of customers in the services. According to the results, the above hypothesis has been accepted and confirmed with 95 % confidence. It can be stated that the quality of services is an effective factor in the case of customers’ trust due to the positive correlation between these two factors. E-banking services quality has a positive impact on customer satisfaction. According to the results of correlation test which is the result of two quality and satisfaction components, it can be with 95 % confidence stated that the quality of services has a positive impact on satisfaction and this hypothesis is confirmed. Satisfaction with e-banking services has a positive impact on customers’ loyalty to these services. According to the results, this hypothesis is accepted and confirmed with 95 % confidence.