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Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan

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  • Muhammad Naeem Anjum
  • Bi Xiuchun
  • Jaffar Abbas
  • Zhang Shuguang

Abstract

The current study has tried to explore the types of services provided by Pakistan. A total of 1,089 bank customers affiliated with eight major banks across four major cities were interviewed through specified questionnaire. The gender wise distribution is 87% males and 13% female of the interviewed, individuals; while account type-based distribution is 24% business account, 37% salary account, and 39% general account holders. Regression analysis showed that customer satisfaction was governed by multiple significant predictors which include bank staff behavior (β = 0.18, p

Suggested Citation

  • Muhammad Naeem Anjum & Bi Xiuchun & Jaffar Abbas & Zhang Shuguang, 2017. "Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1338842-133, January.
    • Handle: RePEc:taf:oabmxx:v:4:y:2017:i:1:p:1338842
    DOI: 10.1080/23311975.2017.1338842
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    References listed on IDEAS

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    1. Jaffar Abbas & Iftikhar Hussain & Safdar Hussain & Sabahat Akram & Imrab Shaheen & Ben Niu, 2019. "The Impact of Knowledge Sharing and Innovation on Sustainable Performance in Islamic Banks: A Mediation Analysis through a SEM Approach," Sustainability, MDPI, vol. 11(15), pages 1-25, July.
    2. Maira Abrar & Sohail Abbas & Shazia Kousar & Muhammad Mushtaq, 2023. "Investigation on the Effects of Customer Knowledge, Political Support, and Innovation on the Growth of Islamic Banking System: a Case Study of Pakistan," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 14(2), pages 946-965, June.
    3. Abd Al-Aziz Al-refaei & Hairuddin Bin Mohd Ali & Ali Ahmed Ateeq & Mohammed Alzoraiki, 2023. "An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment," Sustainability, MDPI, vol. 15(10), pages 1-22, May.

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