Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/205981 
Year of Publication: 
2017
Citation: 
[Journal:] Cogent Business & Management [ISSN:] 2331-1975 [Volume:] 4 [Publisher:] Taylor & Francis [Place:] Abingdon [Year:] 2017
Publisher: 
Taylor & Francis, Abingdon
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 < 0.001), guidance inside bank (β = 0.04, p < 0.01), variety in service products (β = 0.03, p < 0.05), access to account statements (β = 0.11, p < 0.001), availability of cash (β = 0.11, p < 0.001) in ATM, and knowledge of bank staff (β = 0.40, p < 0.001). It is concluded that the retail banking in Pakistan has enormous room to capture more customers provided that private and public sector banks should invest more in infrastructure development along with the provision of swift banking services to their customers.
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

Files in This Item:
File
Size





Items in EconStor are protected by copyright, with all rights reserved, unless otherwise indicated.