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Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan

Author

Listed:
  • Zafar, Mohsin
  • Zafar, Sana
  • Asif, Aasia
  • Hunjra, Ahmed Imran
  • Ahmad, H. Mushtaq

Abstract

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

Suggested Citation

  • Zafar, Mohsin & Zafar, Sana & Asif, Aasia & Hunjra, Ahmed Imran & Ahmad, H. Mushtaq, 2011. "Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan," MPRA Paper 40690, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:40690
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    References listed on IDEAS

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    1. Vicki McKinney & Kanghyun Yoon & Fatemeh “Mariam” Zahedi, 2002. "The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, INFORMS, vol. 13(3), pages 296-315, September.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    3. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    4. Mefford, Robert N., 1993. "Improving service quality: Learning from manufacturing," International Journal of Production Economics, Elsevier, vol. 30(1), pages 399-413, July.
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    Cited by:

    1. Ho Dinh Phi & Dien Pham Huong, 2023. "Effect of Service Quality on Customer Loyalty: the Mediation of Customer Satisfaction, and Corporate Reputation in Banking Industry," Eurasian Journal of Business and Management, Eurasian Publications, vol. 11(1), pages 1-16.
    2. Annet Murerwa & Thomas K Tarus, 2021. "Effect of Internet Banking on Service Quality among Commercial Bank Customers: Evidence from Rwanda," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(08), pages 606-609, August.

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    More about this item

    Keywords

    Customer Satisfaction; Service Quality in banking; Customer Loyalty;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services

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