Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

Information Management and Business Review, Vol. 4, No. 3, pp. 159-167, Apr 2012

9 Pages Posted: 16 Aug 2012

See all articles by Mohsin Zafar

Mohsin Zafar

affiliation not provided to SSRN

Sana Zafar

affiliation not provided to SSRN

Aasia Asif

affiliation not provided to SSRN

Ahmed Imran Hunjra

University of Waikato; Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS)

H. Mushtaq Ahmad

affiliation not provided to SSRN

Date Written: August 16, 2012

Abstract

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

Keywords: customer satisfaction, service quality in banking, customer loyalty

Suggested Citation

Zafar, Mohsin and Zafar, Sana and Asif, Aasia and Hunjra, Ahmed Imran and Ahmad, H. Mushtaq, Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan (August 16, 2012). Information Management and Business Review, Vol. 4, No. 3, pp. 159-167, Apr 2012. Available at SSRN: https://ssrn.com/abstract=2130359

Mohsin Zafar

affiliation not provided to SSRN ( email )

Sana Zafar

affiliation not provided to SSRN ( email )

Aasia Asif

affiliation not provided to SSRN

Ahmed Imran Hunjra (Contact Author)

University of Waikato ( email )

Te Raupapa
Private Bag 3105
Hamilton, 3240
New Zealand

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS) ( email )

Muree Road Rawalpindi
Shamsabad, Punjab 44000
Pakistan
00923457162527 (Phone)

H. Mushtaq Ahmad

affiliation not provided to SSRN ( email )

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