FINANCIAL IMPACT OF SERVICE QUALITY FOR MEEZAN BANK

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.