Service Quality Effect Customer Perception & Satisfaction: A Comparative Study of National Bank of Pakistan and Muslim Commercial Bank

Abstract

Purpose

The objective of this research is to comprehend the influences of service quality (system quality, information quality, and interaction quality) on customers’ perception and satisfaction, while making comparison of National Bank of Pakistan and Muslim commercial Banks on basis of their service quality.

Methodology

Convenient sampling technique was used to collect data through 15 item questionnaire from 100 customers of NBP and MCB collectively. Data will be processed and analyzed by using excel, particularly average analysis and percentage analysis will be done.

Findings

The quantitative results show that better service quality increase positive customer perception and satisfaction. Results also depict that improved banking service quality important for survival and competitive edge; moreover, customer services of MCB are better than those of NBP.

Limitations and Future Research Directions

The results have limited generalize-ability because it confined to the five cities of Pakistan. Small sample size was selected due to time limitation. In addition, only one public and one private sector bank chooses for this research. Therefore, future research may eliminate these limitations for getting more purified results.

Managerial Implication/ Practical Implications

The finding helps banks manager to design and develops customer focus strategies that improve the service quality which in turn increase customer satisfaction and loyalty.

Keywords: Service Quality, Customer Satisfaction, NBP & MCB

Paper Type: Research paper