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IMPACTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A COMPARATIVE STUDY ON BANKING SECTOR OF PAKISTAN THROUGH WEIGHTED SERVPERF MODEL |
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| รหัสดีโอไอ | |
| Creator | Hassan Raza, Anwer Irshad Burney, Ahsanullah |
| Title | IMPACTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A COMPARATIVE STUDY ON BANKING SECTOR OF PAKISTAN THROUGH WEIGHTED SERVPERF MODEL |
| Contributor | - |
| Publisher | TuEngr Group |
| Publication Year | 2563 |
| Journal Title | International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies |
| Journal Vol. | 11 |
| Journal No. | 2 |
| Page no. | 11A02I: 1-15 |
| Keyword | Commercial Banks, Bank service performance, Conventional Banks, Islamic Banks, Private Sector, Public Sector, Confirmatory Factor Analysis, Structural Equation Modeling. |
| URL Website | http://TuEngr.com/Vol11_2.html |
| Website title | ITJEMAST V11(2) 2020 @ TuEngr.com |
| ISSN | 2228-9860 |
| Abstract | This study determines the service quality impacts on customer satisfaction of the banking sector of Pakistan. Five hundred customers of three sub-sectors of commercial banks in the i) private-sector, ii) public-sector, and iii) the Islamic-banks were questioned on the Weighted SERVPERF model. The validity and reliability of the data have been tested using CFA and SEM. The analysis confirmed that service quality with its five dimensions has a significant and positive impact on customer satisfaction. Based on overall mean of data, a comparative analysis of three sub-sectors was carried out to distinguish between high and low quality of their service performance. The findings indicate that private-sector conventional banks are distinguished as high-performance agents followed by Islamic-banks both in public and private sectors, whereas the public-sector conventional banks are shown as low-performance banking services. The three banking sub-sector has been ranked with respect to five service quality dimensions separately. |
