Abstract:
Purpose:
The purpose of this research is to identify the financial impact of service quality for
Meezan Bank. This research aims to identify the impact of service quality parameters and
employees directly related to generate finances for the bank on the deposits coming to
bank.
Methodology / Sample:
Adopting deductive approach, hypotheses were developed after studying relevant
literature and discussion with Meezan Bank Service Quality department. The secondary
data referred to study the results of the hypothesis. The data related to deposits, service
quality scoring and employees strength was gathered for last 3 months and applied on
various regions to get better results for conclusion. The data gathered from departments
was analyzed by applying recommended statistical tools including Regression and
Pearson’s Correlation in Minitab, version 17 and all the three hypotheses were tested
accordingly to derive meaningful results for the hypothesis.
Findings:
After analyzing the data gathered for three months related to the Deposits, Service Quality
and Staffing of Personal Banking and Business Development Employees, it is revealed
that the Service Quality Score and Personal Banking Staff has significant impact over
deposit generations for DHA Region Branches while only Personal Banking Staff has
significant impact over deposit generations in Saddar Region Branches. No impact of
Business Development Staff was found for both regions.
Practical Implications:
The banks are always concerned for the service quality as it is a key differentiator and
deciding factor of selecting the banking services as there is not much difference in
financial terms while selecting a bank. This research will help the banks to develop a
model to identify the major factors of the service quality and employees which impact of
deposit generation in various areas / regions.
