Investigating Service Quality Initiatives of Pakistani Commercial Banks

Raza, Shaukat Ali; Zia, Shahid A.; Naqvi, Syed Abir Hassan; Ali, Asghar

doi:10.5539/ibr.v5n3p107

Cited by 6 publications

(3 citation statements)

References 33 publications

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“…Customers mean is low in all the dimensions of service quality which reflects the actual situation of Islamic banks measures regarding service quality because significance difference is found in the perceptions of managers and customers, and officers and customers regarding service quality of Islamic banks in Pakistan. Raza et al (2012) recommended that along with improvement of services training of officers could be a better solution. Islamic banks need urgent improvement in their customer services especially in responsiveness dimensions followed by empathy and reliability.…”

Section: Discussionmentioning

confidence: 99%

Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan

Ijaz¹,

Ali²

2013

IOSR-JBM

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In the past few years there has been an enormous change in the perception of owning customers for life by the local and multinational companies in Pakistan. This could be possible when foreign companies entered into Pakistani market especially in the banking sector. Quality Customer Services is considered most important tool to have positive image in the mind of customers and to get positioned in their hearts by owning their greater concerns beyond their expectations. The purpose of this study was to assess service attitude and service quality measures of Islamic Banks in Pakistan. Population of the study is all five Islamic Banks listed with State Bank of Pakistan (2012). Total 250 customers, 100 Management Trainee Officers and 25 Branch Managers constituted the sample using convenience sampling technique and an adapted SERVQUAL instrument of service quality containing five dimensions of service quality; tangibles; reliability; assurance; responsiveness and empathy was used to assess the service quality measures which was found reliable at 0.86 Cronbach's alpha. Mean scores and One-way ANOVA were used for significance and variance analysis. Results revealed that Islamic banks managers showed greater satisfaction about service quality followed by MTOs but customers were not satisfied with the service quality of Islamic banks and significance difference of opinion found among customers, management trainee officers and managers which showed true image of service attitude. Islamic Banks customer service measures needs urgent improvement in order to ultimate survival in the banking sector.

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Section: Discussionmentioning

confidence: 99%

Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan

Ijaz¹,

Ali²

2013

IOSR-JBM

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“…Put another way, the essential components of competency include the ability to execute a task with originality, fluidity, neatness, and adaptability (Latip et al, 2020). Raza et al, (2012) claim that increased competition in employment organizations is a result of contemporary globalization, advancements in higher education, and the steady influx of learners into this area. Organizations anticipate a high caliber of human resources when it comes to employment prospects during such a competitive time.…”

Section: Introductionmentioning

confidence: 99%

Impact of Teachers’ Competency in the Students’ Academic Satisfaction in STEM Subjects at the University Leve

Faheem Khan,

Safia Noor,

Junaid Siraji

2024

OAE&LR

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The current study aimed to investigate the impact of teachers’ competency on the students’ academic satisfaction in STEM subjects at the university level. A positivist research philosophy was applied. Therefore, survey research was used. A sample of 372 participants (83 teachers and 289 students) was selected by using a stratified sampling method. Tow instruments were used. Teachers’ competency scale was used for data collection from teachers whereas the Students’ satisfaction scale was used for data collection from students in STEM subjects. Instruments were validated by experts at Gomal University whereas reliability was measured through Cronbach’s Alpha. The reliability of teachers’ competency and students’ academic satisfaction scale was estimated at .843 and .789 respectively. Pearson Product Moment Correlation, linear regression, independent sample t-test, and ANOVA were used. The study concluded a positive correlation between students' satisfaction and teachers' overall skills. Student satisfaction is the term used to describe the positive feelings that students have about their education. Teachers' competencies are one of the key factors that impact students' satisfaction among other factors. The study recommended that the Higher Education Commission (HEC) arrange a workshop to uplift the teachers’ competencies in STEM subjects.

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“…Similarly, the mean scores (4.257, 3.822, and 3.964) for these sub-scales are significantly above the referred value 03. These conditions signify the construct validity and internal consistency of the sub-scales and an adequate degree of need for faculty development [11] [15] [14] [16] [18]. As 04 on the Likert scale used for this study reflected a high degree of need, the mean scores for all the three sub-scales reflect an overall (4.014) high degree of need for instructional development, professional development, and organizational development at the universities of Pakistan as indicated by departmental heads, teachers, and students.…”

Section: Exploring Faculty Development Needmentioning

confidence: 99%

Faculty Development Needs as Perceived by Departmental Heads, Teachers, and Students of Pakistani Universities

Raza¹,

Khawaja²

2013

LICEJ

Self Cite

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The study investigated the perceptions of 67 departmental heads, 567 teachers, and 670 students randomly selected from 67 departments of 33 faculties of 15 public sector universities of Pakistan, regarding the need for instructional, professional and organizational development of faculty. Three self-constructed questionnaires, for which Cronbatch's Alpha reliability coefficients were found as 0.8418, 0.8346 and 0.7812 respectively, were used for data collection. Mean scores, alpha coefficients and correlations were calculated for the three sub-scales namely instructional development, professional development and organizational development. One-sample t-test, independent samples t-test and one-way ANOVA were employed for significance and variance analysis. An overall high need for faculty development at universities of Pakistan is pointed out by respondents. Instructional development is indicated by the respondents as having the highest degree of need followed by organizational development and Professional development in order of preference of the respondents. Pakistani universities need to take initiatives for developing their faculty to fulfill the demand of stakeholders for realizing the national higher education objectives.

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Investigating Service Quality Initiatives of Pakistani Commercial Banks

Cited by 6 publications

References 33 publications

Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan

Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan

Impact of Teachers’ Competency in the Students’ Academic Satisfaction in STEM Subjects at the University Leve

Faculty Development Needs as Perceived by Departmental Heads, Teachers, and Students of Pakistani Universities

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