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

Conference paper
Part of the Lecture Notes in Electrical Engineering book series (LNEE, volume 185)


The purpose of conducting this research is to compare public and private sector banks of Pakistan by evaluating their customer satisfaction. This research is mainly based on primary data which has been collected through a well-structured questionnaire (adapted from three different studies). The questionnaire has been distributed to 351 different respondents on different chosen locations. This paper makes a useful contribution as there are very low number of studies has been conducted in Pakistan on such areas like price, technology, reliability, customer service, location and infrastructure. This research shows that customer satisfaction varies from person to person and, bank managers need to conduct more researches in order to evaluate customer satisfaction more strongly.


Customer satisfaction Customer services Technology Reliability 


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Copyright information

© Springer-Verlag London 2013

Authors and Affiliations

  1. 1.Management Science DepartmentShaheed Zulfikar Ali Bhutto Institute of Science and TechnologyIslamabadPakistan

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