Abstract
Islamic and conventional banks are competing by delivery of quality services to have satisfied customers for better performance. This study examines the relationship between employees’ understanding of Islamic banking products and services and its impact on branch performance. A structured questionnaire has been developed for the study in the light of the existing literature. Data collected from 178 respondents by self-administered questionnaire by using stratified sampling. The results indicate a strong positive relationship between employees understanding of Islamic banking products and services and branch performance. Results indicate partial mediation between employees’ understanding and branch performance through mediating variable customers’ satisfaction.
Keyword(s)
Islamic Bank, Conventional Bank, Quality service, customers, Satisfaction, Branch Performance