Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

Mohsin Zafar, Aasia Asif, Ahmed Imran Hunjra and H. Mushtaq Ahmad

Information Management and Business Review, 2012, vol. 4, issue 4, 159-167

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.

Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://ojs.amhinternational.com/index.php/imbr/article/view/977/977 (application/pdf)
https://ojs.amhinternational.com/index.php/imbr/article/view/977 (text/html)

Related works:
Working Paper: Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan (2011)
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:4:y:2012:i:4:p:159-167

DOI: 10.22610/imbr.v4i4.977

Access Statistics for this article

More articles in Information Management and Business Review from AMH International
Bibliographic data for series maintained by Muhammad Tayyab ().