Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City

Authors

  • Jahanzaib M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan Author
  • Aftab Aslam M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan Author
  • Khalil Ahmad Ph.D Scholar at National College of Business Administration & Economics, Lahore, Pakistan Author

Keywords:

Customer Satisfaction, public banks, private banks

Abstract

In this study we compare customer satisfaction in public and private banks of Pakistan and our main focus is Lahore
city. This is an empirical study which is based on Primary data that has been collected through a well-structured
questionnaire. The questionnaire has been distributed to 200 different chosen respondents on different convenient
locations of Lahore. There are hardly any number of studies has been conducted in Pakistan on this topic and these
variables like technology, reliability, Bank Reputation and service environment. This research shows that different
customers have different opinion about satisfaction. Bank managers should conduct more researches to estimate
customer satisfaction more strongly. Empirical analysis shows that customers of private banks were more satisfied
in Lahore as compared to public banks because private banks provides multiple branches at suitable locations, extra
ordinary services and latest technology systems they are using.

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Published

2015-12-30

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Section

Articles

How to Cite

Jahanzaib, Aslam, A. ., & Ahmad, K. . (2015). Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City. Bulletin of Business and Economics (BBE), 4(4), 238-246. https://bbejournal.com/BBE/article/view/242

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