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Factors Influencing Customer Satisfaction In The Retail Banking Sector In Pakistan

Jamal, Ahmad and Naser, Kamal 2003. Factors Influencing Customer Satisfaction In The Retail Banking Sector In Pakistan. International Journal of Commerce and Management 13 (2) , pp. 29-53. 10.1108/eb047465

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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.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HG Finance
Publisher: Emerald
ISSN: 1056-9219
Last Modified: 10 Oct 2017 14:48
URI: http://orca.cf.ac.uk/id/eprint/39725

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