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Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City

Jahanzaib, Aftab Aslam and Khalil Ahmad
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Jahanzaib: M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan
Aftab Aslam: M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan

Bulletin of Business and Economics (BBE), 2015, vol. 4, issue 4, 238-245

Abstract: In this study we compare customer satisfaction in public and private banks of Pakistan and our main focus is Lahore city. This is an empirical study which is based on Primary data that has been collected through a well-structured questionnaire. The questionnaire has been distributed to 200 different chosen respondents on different convenient locations of Lahore. There are hardly any number of studies has been conducted in Pakistan on this topic and these variables like technology, reliability, Bank Reputation and service environment. This research shows that different customers have different opinion about satisfaction. Bank managers should conduct more researches to estimate customer satisfaction more strongly. Empirical analysis shows that customers of private banks were more satisfied in Lahore as compared to public banks because private banks provides multiple branches at suitable locations, extra ordinary services and latest technology systems they are using.

Keywords: Customer Satisfaction; public banks; private banks (search for similar items in EconPapers)
JEL-codes: P46 E5 (search for similar items in EconPapers)
Date: 2015
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