Abstract:
This comparative research was designed to investigate the impact of service quality on customer satisfaction with mediating role of mystery shopping in the Pakistani banking sector. A sample of 302 respondents, from a public sector / nationalized bank located in the twin cities of Rawalpindi and Islamabad was drawn on the basis of simple random sampling. Data were analyzed through SPSS version 22. Results of the regression analysis indicated that service quality was proved to be a strong predictor of customer satisfaction in case mystery shopping The study concluded that service quality, if managed effectively, can contribute significantly towards customer satisfaction if mystery shopping is concerned
