International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

An Evaluation of Bank Customer Satisfaction in Pakistan, Case of Conventional Banks
Haroon Rasheed, Wang Aimin

Banks are backbone of financial and economic system of a country. Pakistani banking industry has a long history since inception of the state itself. During this period, industry has undergone many changes including commercialized banking, nationalized banks, de-regulation and privatization, modernization and segregation of banks into conventional and Islamic banks as a result of inception of Islamic banks. Since late 1990’s entry of foreign banks and privatized banks created an environment of competition and customer satisfaction became very important for banks in order to attract more and more customers for increasing customer base. This study presents analysis of in connection to the bank selection factors identified through literature review. With the help of statistical methods like T-Test and Correlation, a positive relationship between customer satisfaction and factors has been found. The study results propose more emphasis on quality of customer service and product assortment and innovation to increase the level of customer satisfaction.

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