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

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,...

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Autores principales:	Muhammad Naeem Anjum, Bi Xiuchun, Jaffar Abbas, Zhang Shuguang
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2017
Materias:	customer satisfaction service quality bank services assessment retail banking pakistan Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/3dcbadde1cda496f87c28ed7158499ab
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spelling	oai:doaj.org-article:3dcbadde1cda496f87c28ed7158499ab2021-12-02T14:35:47ZAnalyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan2331-197510.1080/23311975.2017.1338842https://doaj.org/article/3dcbadde1cda496f87c28ed7158499ab2017-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2017.1338842https://doaj.org/toc/2331-1975The 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.Muhammad Naeem AnjumBi XiuchunJaffar AbbasZhang ShuguangTaylor & Francis Grouparticlecustomer satisfactionservicequalitybank servicesassessmentretail bankingpakistanBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 4, Iss 1 (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	customer satisfaction service quality bank services assessment retail banking pakistan Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	customer satisfaction service quality bank services assessment retail banking pakistan Business HF5001-6182 Management. Industrial management HD28-70 Muhammad Naeem Anjum Bi Xiuchun Jaffar Abbas Zhang Shuguang Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan
description	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.
format	article
author	Muhammad Naeem Anjum Bi Xiuchun Jaffar Abbas Zhang Shuguang
author_facet	Muhammad Naeem Anjum Bi Xiuchun Jaffar Abbas Zhang Shuguang
author_sort	Muhammad Naeem Anjum
title	Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan
title_short	Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan
title_full	Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan
title_fullStr	Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan
title_full_unstemmed	Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan
title_sort	analyzing predictors of customer satisfaction and assessment of retail banking problems in pakistan
publisher	Taylor & Francis Group
publishDate	2017
url	https://doaj.org/article/3dcbadde1cda496f87c28ed7158499ab
work_keys_str_mv	AT muhammadnaeemanjum analyzingpredictorsofcustomersatisfactionandassessmentofretailbankingproblemsinpakistan AT bixiuchun analyzingpredictorsofcustomersatisfactionandassessmentofretailbankingproblemsinpakistan AT jaffarabbas analyzingpredictorsofcustomersatisfactionandassessmentofretailbankingproblemsinpakistan AT zhangshuguang analyzingpredictorsofcustomersatisfactionandassessmentofretailbankingproblemsinpakistan
_version_	1718391065909657600

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

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