Provision Quality, Customer Approval and Reliability in Banking Sector: A Case Study of Pakistan

Mehwish Kanwal


The principal purpose of the research article is to measure the quality of service offered by private banks operating in Pakistan. Moreover, it tries to investigate the relationship between provision quality, customer approval, and reliability. In order for a bank offer to reach customers, there is a need for services. These services depend on the type of product and it differs in various organizations. Service can be defined as an intangible offer by one party to another in exchange for money for Service quality in the management and marketing literature is the extent to which customers' perceptions of service meet and exceed their expectations. Thus service quality can intend to be how customers are served in an organization that could be good or poor. A reliability program may give a customer advanced access to new products, special sales coupons or free merchandise. Our study shows the three basic aspects of a customer in the banking sector which are service quality, customer satisfaction and banking loyalty in the banking sector. The findings of our study show that most of our respondents are well satisfied with banking services provide by different commercial and Islamic banks such as HBL, UBL, NBP, MCB, ALFALAH etc. in Islamabad. The services provided by the banks particularly ATM.The customers very praise machines. The reliability provided to customers by the banks was also outstanding and most of the respondents were satisfied from that but there were also some significant problems in these banking sectors for customers which should be handled as soon as possible for their excellent services we also find out that the banking policies for customer services and to maintain loyalty with customer should be enhanced more precisely.

Keywords: Provision Quality, Customer Approval, Customer’s Reliability.

DOI: 10.7176/EJBM/12-1-04

Publication date: January 31st 2020

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