Customer’s Perception about Service Quality of Private and Public Banks in Pakistan

Abstract

Main purpose of this research is to assess the service quality of public and private banks in Lahore, Pakistan. Convenience sampling technique has been employed to collect the data from two public banks and two banks from private sector. Furthermore, 500 survey questionnaires based on modified SERVQUAL instrument were distributed among the employees of selected banks, and a total of 312 were received back. To analyze the data, descriptive statistics and t-test have been used. Results indicate that in contrast to public banks, private banks have greater satisfactory perception in terms of service quality whereas; customers of private banks are more satisfied. Firstly, the findings of this research will help policy makers of banking sector to set customer oriented policies. Secondly, it will aid banks in customer retention, which would lead these financial institutions to survive in competitive market.