Service Quality and Customer Satisfaction in Banking sector

Abstract

This study aims to interrogate the impact of service quality on customer satisfaction in the banking industry of Pakistan. It was hypothesized in the literature that service quality having its dimensions such as tangible, reliability, responsiveness, assurance and empathy have a significant and positive impact on the customer satisfaction. Banks are identified with the use of low leverage level. Based on this evidence, it is expected that service quality of the banks has a significant and sub sequential impact on the customer satisfaction. The results are based on the primary data that was taken from 300 customers of banks in Islamabad and Rawalpindi. This study has employed the statistical tool of SPSS v23.0 to explore the relationship between service quality and customer satisfaction in the banking industry of Pakistan. It has been indicated by this study that service quality has a positive and sub sequential influence on customer satisfaction. The positive sign indicates the increase in level of customer satisfaction. The findings of this study help the managers and researchers to better understand the effect of service quality on customer satisfaction in the banking industry.