Measuring Service Quality using Servqual Model in Pakistan

Amer Sohail, Usman Rehman, Usman Ali and M. Azeem

International Journal of Financial Markets, 2015, vol. 1, issue 1, 1-7

Abstract: The study intends to investigate the level of service quality in PCBs using the Servqual model in Pakistan. The Servqual model has been used due to its authenticity for measuring service quality gaps. By using factor analysis and data reduction methods the results of the study have been concluded. The results show that the service quality is an important factor of customer’s satisfaction. The study has highlighted some important service quality gaps exist between service quality expectations and perceptions in provision of banking services in Pakistan. It has been observed that in Pakistan most of the gaps have been found in reliability, responsiveness and assurance. Because, most of the government and local bodies are still claiming about the customers’ rights protections which are weak in Pakistan and customers are not well protected and served. In the endeavor of consumer’s right protection the state bank of Pakistan has taken some staggering movies to protect banking industry customers and enhance service quality. But the astonishing fact is that even with untiring efforts of state bank of Pakistan instead of increasing service quality in banking industry the level of customer’s satisfaction is decreasing with the passage of time. The concern authorities should have eye on these issues and take some immediate remedial and surviving measures.

Keywords: Customer Satisfaction; Servqual; Expectation; Perception and Commercial Banks. (search for similar items in EconPapers)
Date: 2015
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