IDEAS home Printed from https://ideas.repec.org/a/src/jafeec/v7y2021i4p897-911.html
   My bibliography  Save this article

Factors of Customer Satisfaction in Service Sector: Does Quality of Service Matter?

Author

Listed:
  • Ansari, Muhammad Akbar Ali
  • Muhammad Sajid
  • Khan, Ali Junaid
  • Tanveer Ahmed

Abstract

Purpose: The study aims to evaluate the impact of the cost of financing, customer loyalty, and customer security on customer satisfaction with financial services as moderating effects in the context of Pakistan. The purpose of the study is to provide the financial services concept between the cost of financing, customer loyalty, customer security, and customer satisfaction.Methodology: Data is gathered through the use of a questionnaire. A total of 330 respondents from Pakistan's five largest banks participated in the study. The information gathered pertains to the various roles that bank personnel play on behalf of bank clients. The sample approach utilised in this study is a convenience sampling method. The SPSS program is used to evaluate the data on the demographics of the area. The PLS-SEM (partial least squares equation model) is used to investigate the conceptual model.Findings: To achieve banking goals in the long term, financial service quality has a favorable impact on customer loyalty and satisfaction, as well as on the cost of financing. Even in the conventional banking sector, the quality of financial services is not adhered to. Financing prices, customer loyalty, customer security, and customer satisfaction all have a direct correlation to the quality of financial services.Practical Implications: To generate high profits and productivity, financial organizations must develop the quality mechanisms to get the best results from customer satisfaction goals.

Suggested Citation

  • Ansari, Muhammad Akbar Ali & Muhammad Sajid & Khan, Ali Junaid & Tanveer Ahmed, 2021. "Factors of Customer Satisfaction in Service Sector: Does Quality of Service Matter?," Journal of Accounting and Finance in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 7(4), pages 897-911, December.
    • Handle: RePEc:src:jafeec:v:7:y:2021:i:4:p:897-911
    DOI: http://doi.org/10.26710/jafee.v7i4.2068
    as

    Download full text from publisher

    File URL: https://publishing.globalcsrc.org/ojs/index.php/jafee/article/view/2068/1292
    Download Restriction: no
    File URL: https://libkey.io/http://doi.org/10.26710/jafee.v7i4.2068?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:src:jafeec:v:7:y:2021:i:4:p:897-911. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Rabia Rasheed (email available below). General contact details of provider: https://edirc.repec.org/data/csrcmpk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.