Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City.


    Authors:

    Jahanzaib, Aftab Aslam and Khalil Ahmad

    Citation:

    Jahanzaib, Aslam, A. and Ahmad, K. (2015). Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City. Bulletin of Business and Economics, 4(4), 238-246.

    Abstract:

    In this study we compare customer satisfaction in public and private banks of Pakistan and our main focus is Lahore city. This is an empirical study which is based on Primary data that has been collected through a well-structured questionnaire. The questionnaire has been distributed to 200 different chosen respondents on different convenient locations of Lahore. There are hardly any number of studies has been conducted in Pakistan on this topic and these variables like technology, reliability, Bank Reputation and service environment. This research shows that different customers have different opinion about satisfaction. Bank managers should conduct more researches to estimate customer satisfaction more strongly. Empirical analysis shows that customers of private banks were more satisfied in Lahore as compared to public banks because private banks provides multiple branches at suitable locations, extra ordinary services and latest technology systems they are using.

    Keywords:

    Customer Satisfaction, public banks, private banks.

    Jel Code:

    P46, E5

    Article Type:

    Research Paper

    Pages:

    238-245

    Publisher:

    Research Foundation for Humanity (RFH)


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