EXAMINING THE RELATIONSHIP AMONG SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES - COMPARISON BETWEEN PUBLIC AND PRIVATE SECTOR BANKS OF PAKISTAN

This study examines the relationship among service quality, customer satisfaction and behavioral responses across public and private banks in Pakistan. A cross-sectional survey was conducted and data was gathered from 437 customers of public and private sector banks located in Islamabad city, the Capital of Pakistan. Descriptive and inferential analyses were conducted to measure frequency, ranking of services, and correlation and multiple regression analyses. Findings of this study revealed that service quality is a significant determinant of customer satisfaction across public and private sector banks. However different dimensions of service quality were found significant in both public and private sector banks. Customer satisfaction has a positive impact on propensity to recommend whereas no significant relationship is found between customer satisfaction and switching intention. The study is unique in its finding and provides insightful thoughts for determinants of favourable customer’s responses across public and private sector banks of Pakistan.