FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN

Ahmad Jamal; Kamal Naser

doi:10.1108/eb047465

journal article Feb 01, 2003

FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN

Ahmad Jamal Kamal Naser

International Journal of Commerce and Management Vol. 13 No. 2 pp. 29-53 · Emerald

View at Publisher Save 10.1108/eb047465

Abstract

Customer satisfaction is a significant issue for most marketers. Previous research has identified various factors that determine customer satisfaction in retail banking sector in Western countries. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in Pakistan. A total of 300 questionnaires were randomly distributed to customers of a specific bank in Pakistan. Results indicate that there was a strong relationship between service quality and customer satisfaction. There was, however, no relationship between customer satisfaction and tangible aspects of the service environment. The paper discusses implications for bank management.

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Details

Published: Feb 01, 2003
Vol/Issue: 13(2)
Pages: 29-53
License: View

Authors

A

Ahmad Jamal

Centre for Oral Immunobiology and Regenerative Medicine, Institute of Dentistry, Barts and The London School of Medicine and Dentistry, Queen Mary University of London, Turner Str., London E1 2AT, UK

K

Kamal Naser

Cite This Article

Ahmad Jamal, Kamal Naser (2003). FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN. International Journal of Commerce and Management, 13(2), 29-53. https://doi.org/10.1108/eb047465

FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN

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