Service quality and customer satisfaction: an evidence from Faysal Bank Pakistan

Abstract

This study was conducted with a purpose to investigate the influence of service quality on customer satisfaction. The area choosen for the study was a banking sector i.e, Faysal bank established in Pakistan. To check the subject relation i.e, measure the effect of service quality on customer satisfaction, the questionnaires were used. Questionnaires for service quality and customer satisfaction were adopted from the past studies of Xin Guo, Angus Duff, Mario Hair, (2008) and Yang. Z and Peterson R.T. (2004) respectively. Questionnaire was based on 5 point likert scale, having “1” for “very low” and “5” for “very high”. Convenient based sampling technique and Self administrated questionnaire technique for data collection was used. The data from 122 customers at the different branches of Alfaysal bank in twin cities of Rawalpindi and Islamabad was collected and used for the research purpose. To check the validity of the instrument Cronbach Alpha reliability test was run. Furthermore to check the relation between the variables correlation and regression models were run by using SPSS software. The results were evident that service quality has positive and significant effect on customer satisfaction. Future aspects of the studies and practical implications have also been elaborated in detail.