Impact Of Service Quality On Clients Satisfaction In Private Banking Sector Of Hyderabad Pakistan

Abstract

The main objective of the study to explore factors that impact on clients satisfaction in private banking sector of Hyderabad. It seeks to explore what kind of relationship might exist between several service level dimensions and clients satisfaction. Several researches been carried out based on the SERVQUAL model as reviewed in literature review. A questionnaire instrument tool was employed for data collection; 400 completed questionnaires were obtained within one month. The collected data were analysed using SPSS 25, and was analyzed by means of descriptive and inferential statistical techniques. After experimentation mean values of all parameters were compared and hypothesis was tested through different methods, study provides that service quality dimensions including tangibility, reliability, responsiveness; assurance and empathy have significant positive impact on clients satisfaction. It also showed that there were demographic equative significant effects on the clients satisfaction. In this respect, the effect of gender and age on customer satisaction are both significantly partial. This research found that the male are more satisfied than the female And age also have not such a apparent effect in the clients satisfaction. In addition, this study indicates that responsiveness has a relatively weak influence on clients satisfaction. This study is of great assistance to the corporate banking industry for enhancing service quality, as superior quality of service would result in greater clients satisfaction. It likewise promotes other service industries that rely on the dissemination of information on quality levels.