Case Study of National Bank Pakistan Essay

3307 Words Dec 1st, 2011 14 Pages
Service quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan

Ishfaq Ahmed1, Shafiq Gul2, Umer Hayat3, Mohammad Qasim44
Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer
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While satisfaction was significantly associated with intention to re-purchase, a significant interaction was found between customer experience and satisfaction. The study also identifies significant bias in customers' assessment of performance. This bias had an asymmetric effect on satisfaction; under-estimation of performance was associated with decreased satisfaction, but over-estimation of performance was not associated with any increase in satisfaction. This paper addresses two areas in the gaps which are being identified in the previous research. First it shows a linear relation ships between different variables and second it tries to explain the hypothesis which are tested using Anova. Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of

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