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

Author

Listed:
  • Jahanzaib

    (M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan)

  • Aftab Aslam

    (M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan)

  • Khalil Ahmad

    (Ph.D Scholar at National College of Business Administration & Economics, Lahore, Pakistan)

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.

Suggested Citation

  • Jahanzaib & Aftab Aslam & Khalil Ahmad, 2015. "Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 4(4), pages 238-245, December.
    • Handle: RePEc:rfh:bbejor:v:4:y:2015:i:4:p:238-245
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    More about this item

    Keywords

    Customer Satisfaction; public banks; private banks;
    All these keywords.

    JEL classification:

    • P46 - Political Economy and Comparative Economic Systems - - Other Economic Systems - - - Consumer Economics; Health; Education and Training; Welfare, Income, Wealth, and Poverty
    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit

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