Customer Satisfaction: A Comparison of Public and Private Banks Of Pakistan

Haq, Waqar ul

doi:10.9790/487x-0150105

Cited by 4 publications

(2 citation statements)

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“…Munusamy,Chelliah and Mun (2010) in their research paper on Service Quality Delivery in the Banking Sector in Malaysia concluded that the combination of assurance, reliability, tangibles, empathy and responsiveness together contributed to 62.1 % effective on customer satisfaction. Haq and Muhammad (2012) in their research compared the public and private sector banks in Pakistan in terms of customer satisfaction. The research concluded that the customers of private sector banks were more satisfied than the customers of public sector banks.…”

Section: Service Quality In Banksmentioning

confidence: 99%

A Multiple Comparison of Service Quality between Public, Foreign Venture and Private Sector Banks in Nepal

Durgapal¹,

Bhatta²

2016

IOSR

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The present study is aimed at multiple comparisons of service quality between public, foreign venture and private sector banks in Nepal. A sample of three hundred respondents is taken from public, foreign venture and private sector banks which are headquartered in Kathmandu. Factor analysis is employed to uncover the different dimensions of service quality. The service quality dimensions are compared using ANOVA, Kruskal Wallis tests, Tukey's HSD and Dunn's test. The results of the study indicate at a direct competition between foreign banks and private banks. Public sector banks seemed to be perceived low in at least two dimensions of service quality.

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Section: Service Quality In Banksmentioning

confidence: 99%

A Multiple Comparison of Service Quality between Public, Foreign Venture and Private Sector Banks in Nepal

Durgapal¹,

Bhatta²

2016

IOSR

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“…Borchardt et al (2018) indicate that the automotive industry has faced increasing customer mobility, and dealerships, through aftersales services, have the role of building long-term relationships for sustainable market competitiveness. According to Haq (2012), the automotive industry must make efforts to make positive relations with customers if it wants long term growth and profits.…”

Section: Introductionmentioning

confidence: 99%

Influence of Aftersales Service Strategies on the Competitive Advantage of Automotive Companies in Kenya

Muchiri,

Kiriri,

Kaluyu

2023

TUJ

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Aftersales services contribute immensely to customer satisfaction, generating repeat business that can translate to repeat revenue generation and improved market share and competitive advantage. This study sought to assess the influence of aftersales service strategies on the competitive advantage of Kenya's automotive companies. The study used an explanatory research design. The target population was 400 members of the top management team, including CEOs, functional managers, and senior managers drawn from 63 companies in the automotive industry in Kenya. The study utilized a census to include all 400 top management team members in the 63 automotive companies. Questionnaires were used in data collection. The hypothesis was tested using multiple linear regression analyses. Results indicated a moderate correlation between the aftersales service strategies and the competitive advantage of automotive companies in Kenya (r = 0.556). The findings further indicated that 30.9% of automotive companies' competitive advantage change is explained by their aftersales service strategies (R squared = 0.309). The study concluded that automotive companies in Kenya engaged in aftersales service strategies that included utilization of customer feedback, promptly responding to customer demands using agile methodologies, provision of quality service, and inclusion of warranties.

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Performance Review of Banking Ombudsman Scheme: An Effective Tool to Empower Bank’s Customers

Singh

2016

Int. J. Res. Granthaalayah

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The purpose of introducing the New Economic Policy 1991 was to bring in increased effectiveness and efficiency in the service quality by bringing about more privatization and globalization. The introduction of the New Economic Policy led to an increase in the number of service providers in different sectors including the banking sector. Therefore there was enhanced need of safeguarding the interests of the customers in this sector. In order to ensure proper and high quality and proper service quality to banking customers a major initiative was undertaken by the RBI in the year 1995. This much needed initiative was the introduction of The Banking Ombudsman Scheme (BOS) in the year 1995. A revision of the scheme was done in the year 2006 to make it more effective. The present study is an endeavor to review the performance of the scheme from 2010-2015.

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Customer Satisfaction: A Comparison of Public and Private Banks Of Pakistan

Cited by 4 publications

References 0 publications

A Multiple Comparison of Service Quality between Public, Foreign Venture and Private Sector Banks in Nepal

A Multiple Comparison of Service Quality between Public, Foreign Venture and Private Sector Banks in Nepal

Influence of Aftersales Service Strategies on the Competitive Advantage of Automotive Companies in Kenya

Performance Review of Banking Ombudsman Scheme: An Effective Tool to Empower Bank’s Customers

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