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  • 标题:Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad
  • 本地全文:下载
  • 作者:Salman Khalid ; Babak Mahmood ; Muzaffar Abbas
  • 期刊名称:International Journal of Marketing Studies
  • 印刷版ISSN:1918-719X
  • 电子版ISSN:1918-7203
  • 出版年度:2011
  • 卷号:3
  • 期号:4
  • 页码:165
  • DOI:10.5539/ijms.v3n4p165
  • 出版社:Canadian Center of Science and Education
  • 摘要:The purpose of this paper is to evaluate the customer satisfaction of banking industry in Pakistan general, and Faisalabad particular, based on various levels of customer perception regarding service quality. This is an empirical study based mainly on primary data collected through a well-structured questionnaire. The questionnaire has been personally administrated on the a sample size of 132, chosen respondents on a convenient basis from four Pakistani banks, i.e. Alfalah Bank Limited, Faysal Bank Limited, National Bank Limited, and The Bank of Punjab. This paper makes a useful contribution as there are only few studies dealing with the assessment of service quality in conventional banking sector of Pakistan .The result indicates that customer perceive highest satisfaction in the responsiveness area and lowest in the tangibles area. In order to achieve higher levels of service quality, the bank managers should redesign their strategies about customer satisfaction with respect to service quality.
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