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

Muhammad Naeem Anjum, Bi Xiuchun, Jaffar Abbas and Zhang Shuguang

Cogent Business & Management, 2017, vol. 4, issue 1, 1338842

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

Date: 2017
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DOI: 10.1080/23311975.2017.1338842

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