QUESTIONNAIRE : IMPACT OF CUSTOMER SERVICE MANAGEMENT ON CUSTOMER

SATISFACTION IN ISLAMIC BANKING SECTOR

Section 1: Demographic Information

Gender:
Male
Female
Prefer not to say

Age:
Under 18 years
18-25 years
26-35 years
36-45 years
46 years or above

Occupation:
Employed (Specify: ________)
Self-employed
Student
Retired
Unemployed
Other (Specify: ________)

Section 2: Customer Service Management

How would you rate the responsiveness of the staff in addressing your inquiries or concerns?
Very poor
Poor
Average
Good
Excellent

To what extent do you find the staff of Islamic banks reliable and trustworthy?
Not at all reliable
Slightly reliable
Moderately reliable
Very reliable
Extremely reliable

How would you rate the level of empathy shown by the staff in understanding and addressing your specific needs?
Very low
Low
Neutral
High
Very high
Please rate the tangibles or physical facilities provided by Islamic banks (e.g., branch appearance, waiting area,
technology infrastructure):
Very poor
Poor
Average
Good
Excellent

What were the main reasons for choosing Islamic banking over conventional banking? (Please select all that apply)
Adherence to Islamic principles
Interest-free transactions
Ethical and moral values
Availability of Sharia-compliant products
Trust in Islamic banking system
Recommendations from family or friends
Other (Please specify: ________________)

Section 3: Customer Satisfaction

How satisfied are you with the overall service quality provided by your Islamic bank?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied

How would you rate your level of trust in your Islamic bank?
No trust at all
Low trust
Moderate trust
High trust
Complete trust

How would you rate the level of Islamic values and principles followed by your Islamic bank?
Not at all aligned with Islamic values
Slightly aligned
Moderately aligned
Highly aligned
Completely aligned

Please rate your overall satisfaction with the Islamic banking services you have experienced:
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied

Would you recommend your Islamic bank to others?

Definitely not
Probably not
Neutral
Probably yes
Definitely yes
How likely are you to continue using the services of your Islamic bank in the future?
Very unlikely
Unlikely
Neutral
Likely
Very likely

In your opinion, what specific features or services of the Islamic bank you use make it a better option for you
compared to other Islamic banks in Pakistan? (Please select all that apply)
Wide range of Sharia-compliant products
Competitive profit rates
Efficient customer service
Innovative digital banking solutions
Branch accessibility and convenience
Reputation and trustworthiness

Section 4: Customer Feedback

In your own words, please describe one positive experience you have had with the customer service of your Islamic
bank.
In your own words, please suggest one area of improvement for the customer service of Islamic banks in Pakistan.