Business, Management and Accounting
3 years ago

Banking sector in Pakistan excels in service quality and customer satisfaction.

European Journal of Business and Management
Provision Quality, Customer Approval and Reliability in Banking Sector: A Case Study of Pakistan
Mehwish Kanwal

Paper Summary

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The article examines the quality of service in private banks in Pakistan and how it affects customer satisfaction and loyalty. It looks at the relationship between service quality, customer approval, and reliability in the banking sector. The study found that customers in Islamabad are generally satisfied with the services provided by banks like HBL, UBL, NBP, MCB, and ALFALAH, especially with ATM services. Customers also appreciate the reliability of these banks, but there are still some significant issues that need to be addressed for better customer service and loyalty.