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Impact of service quality on customer satisfaction in banking industry of Pakistan: A case study of Karachi

Author

Listed:
  • Hussnain AJMAL
  • Raza Ali KHAN
  • Maham FATIMA

Abstract

This study analyzes the relationship between service quality dimensions and customer satisfaction in the banking sector of Karachi, Pakistan. The findings suggest that responsiveness and reliability are key drivers of satisfaction.

Suggested Citation

  • Hussnain AJMAL & Raza Ali KHAN & Maham FATIMA, 2018. "Impact of service quality on customer satisfaction in banking industry of Pakistan: A case study of Karachi," Journal of Social and Administrative Sciences, EconSciences Journals, vol. 5(3), pages 219-238, September.
    • Handle: RePEc:cvv:journ4:v:5:y:2018:i:3:p:219-238
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    Keywords

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    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis

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