SlideShare uma empresa Scribd logo
1 de 23
Baixar para ler offline
research on Pakistani banks
.
Measuring Banks Service
Attitude:
An approach to employee and
customer acuities
Measuring Banks Service Attitude

The purpose of this study was to measure
Pakistani banks service attitude by assessing
the perceptions of banks employees and
customers
Literature Review
Some related Articles which were reviewed by researcher are…
 G. Malik (2012)
A comparative study on the service quality and customer
satisfaction among private and public banks in India.
 K. Omar S (2011)
• Interrelations between Service Quality Attributes, Customer
Satisfaction and Customer Loyalty in the Retail Banking Sector
in Bangladesh.
Literature Review
.An Analysis of the Customer Satisfaction: A
CaseStudy of Bank Service,
(H. Sihombing, P. Chidambaram, and K. Rassiah
2012)
.Measuring Service Quality using SERVQUAL
Model: A Study on PCBs
(M. Mizenur R, Md. Abdullah, and A.
Rahman, 2011)
Methodology

This study has been conducted using survey methodology five
dimensional instrument SERVQUAL and questionnaire. This
study was adopted from Agha Tahir Ijaz & Asghar Ali ( jan-feb
2013).
Sample Size
For this study select the 5 banks of Lahore
randomly which were working under the head
of state bank of Pakistan
 100 employees select ( 20 from each bank)
 200 customers select (40 from each bank)
Continued
• 300 Questionnaires were distributed out of
which 275 respond.22 questions adopted on
5 dimensions (1-4 Measure tangible, 5-9
reliability, 10-13 responsiveness 14-17
assurance 18-22 empathy) from Agha Tahir
Ijaz and Asghar Ali (Jan-feb 2013).
Reliability measures for services
quality dimensions
Service quality dimensions

Cronbach ‘s Alpha value

Pre-testing

Complete study

1. Tangible

0.7634

0.7988

2. Reliability

0.7344

0.7586

3. Responsiveness

0.7323

0.7833

4. Assurance

0.6973

0.7231

5. Empathy

0.7122

0.7433

All the dimensions are above acceptable value of Cronbach’s alpha which is above
0.60
Framework
Of The
Study

Bank services quality measure
assessment

Services quality dimensions

Employees perceptions

Assessment by customer’s

Perceived difference

Implications for banks for services quality

Employees
development
Demographics

categories

frequencies

Percentages (%)

Gender

Male
female

180
10

94.7
5.3

20 and Below
21 - 30
31 - 40
41 - 50
50 and Above

5
106
52
20
7

2.6
55.8
27.4
10.5
3.7

Affiliation of
Bank

0-5 Years
6 - 10
11 - 15
Above 15

108
55
20
7

56.84
28.94
10.55
3.67

Account type

Current A/C
PLs A/C
Student
Other

82
96
9
3

43.2
50.5
4.7
1.6

Age
Demographics
Profile
Of customers
Demographics

categories

frequencies

Percentages (%)

Gender

Male
female

68
17

80
20

20 and Below
21 - 30
31 - 40
41 - 50
50 and Above

0
48
22
13
2

0
56.5
25.9
15.3
2.4

Banking
experience

0-5 Years
6 - 10
11 - 15
Above 15

41
18
15
8

48.2
21.2
17.6
9.4

Qualification

Graduation
Master
MS

13
71
1

15.3
83.5
1.2

Age
Demographics
Profile of
banking
employees
Comparison of service quality dimensions by customers and employees
S.Q
dimension

Respond
ents

Tangible

N

Mean

SD

MD

T-value

Sig(2tailed)

Customer 190
Employee 85

3.801
4.229

0.592
0.510

-0.428

-5.551

0.000*

Customer 190

3.636

0.513
-0.614

-8.242

0.000*

-0.766

-8.418

0.000*

-0.332

-3.890

0.000*

-0.593

-7.580

0.000*

Reliability
Employee 85
Customer 190

Responsive
ness
Employee 85
Customer 190

4.251
3.453

0.509
0.433

4.220

0.520

3.852

0.430

Assurance
Employee 85

4.185

0.432

Customer 190

3.590

0.558

Empathy
employee 85
*p<0.05

4.183

0.456
Comparison of service quality dimensions by Gender (customers)
S.Q
dimension

Respond
ents

N

Mean

SD

MD

Tangible

Male
female

180
10

3.818
3.500

0.590
0.577

Male

180

3.652

0.599

Male

1.521

0.130*

2.199

0.029*

3.316

0.001*

0.169

0.866*

0.408
0.554

10

2.975

0.551

180

3.888

0.441

Assurance
female

10

3.200

0.402

Male

180

3.592

0.592

Empathy
female
*p<0.05

0.099*

0.505

3.360
3.480

1.660

0.032

Responsive
ness
female

10
180

0.318

0.688

female
Male

Sig(2tailed)

0.292

Reliability

T-value

10

3.560

0.478
Comparison of service quality dimensions by Gender (employees)
S.Q
dimension

Respond
ents

N

Mean

SD

MD

T-value

Sig(2tailed)

Tangible

Male
female

68
17

4.202
4.338

0.514
0.467

-0.136

-0.851

0.397*

Male

68

4.225

0.463
0.020

0.145

0.885*

-0.055

-0.307

0.759*

-0.025

-0.144

0.0.886*

0.023

0.137

0.891*

Reliability
female
Male

Responsive
ness
female
Male

17
68

4.235
4.209

0.293
0.417

17

4.264

0.347

68

4.180

0.373

Assurance
female

17

4.205

0.287

Male

68

4.188

0.431

Empathy
female
*p<0.05

17

4.164

0.347
Finding about customers
• After this study we find that the majority of
customers were male (94%) and most of the
customer ages are 21 – 30 years (55.8%)
affiliation of customer with their .The majority
was affiliated from 0 - 5 year (56.84%) and
mostly customers operate the P&Ls account
(50.5%)
Finding about employees
• Most of the employees were male (80%) and
majority of employees ages are 21 – 30 year
(56.5%). According to experience majority of
employees 0 – 5 year.
• Master degree employees are (83.5%).
Independent t-test Comparison
between customers and employees
Dimensions
Customers
“ Mean ” Employees
means
Tangible

3.801

4.229

Reliability

3.636

4.251

Responsiveness

3.453

4.220

Assurance

3.852

4.185

Empathy

3.590

4.183.

• It is clear that in all the dimensions of service quality as
perceived by customers and employees of Pakistani
banks, significant difference was found, which shows
the actual picture of employees performance.
Analysis of dimension by Gender
Analysis of service quality dimension, by gender
only in responsiveness, and assurance difference
was found, in all other dimension, no significant
difference of opinion was found; an interesting
thing here is that females‘ customers of Pakistani
banks, are very low, as compared to male
customers. By analyzing gender in employees'
perspective, no significant difference was found
in their perceptions, in all the dimensions of
service quality of Pakistani banks.
Conclusion
Service quality, a measure of organizational excellence and
customer satisfaction, is a prominent area of research
especially in the services sector. This research persuaded
three research questions.
 First, was to know the perceptions of employees' and
customers', in terms of five dimensions
 Second compare the perceptions of both the respondents, in
order to know the difference
 Third, research question was to know the significant
difference of opinion in terms of back ground variables of the
study
 Investigated the perceptions of branch managers,
employees and customers of commercial banks in
Pakistan ' in term of five dimensions.
 significant difference was found among perceptions of
managers, employees, and customers. Service quality
and customer satisfaction was also correlated
positively.
 In all the demographics, no significant difference of
opinion was found in the opinion of male, and female
customers, and employees of Pakistani banks.
Recommendation
• Banks should focus on customer oriented
service quality initiatives in order to survive in
the financial market as competition is
expanding day by day, Employees' training
regarding service quality along with strategic
measure are recommended to banks to
reduce the gap of perceptions between
employees and customers because service
quality is considered an integral part of
performance of banks.

Mais conteúdo relacionado

Mais procurados

SBI recruitment and selection process
SBI recruitment and selection processSBI recruitment and selection process
SBI recruitment and selection processManash Sharma
 
ARPITA PAL (DM18D09)
ARPITA PAL (DM18D09)ARPITA PAL (DM18D09)
ARPITA PAL (DM18D09)ArpitaPal16
 
recruitment and selection in pnb
recruitment and selection in pnbrecruitment and selection in pnb
recruitment and selection in pnbAnkita Sharma
 
staffing ,recruitment and selection
staffing ,recruitment and selectionstaffing ,recruitment and selection
staffing ,recruitment and selectionSelva Prakash
 
Recruitment and selection
Recruitment and selectionRecruitment and selection
Recruitment and selectionMilan Padariya
 
Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...
Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...
Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...Santhanalaxmi Karthikvel
 
Bangladesh Bank Human Resource Practice
Bangladesh Bank Human Resource PracticeBangladesh Bank Human Resource Practice
Bangladesh Bank Human Resource PracticeShadman Shakib
 
Selection of Employees- Human Resource Management
Selection of Employees- Human Resource ManagementSelection of Employees- Human Resource Management
Selection of Employees- Human Resource ManagementManu Jha
 
HDFC Bank recruitment process
HDFC Bank recruitment processHDFC Bank recruitment process
HDFC Bank recruitment processSaravanan rulez
 
A Study on Effective Recruitment Process by a Recruitment Consultancy in India
A Study on Effective Recruitment Process by a Recruitment Consultancy in IndiaA Study on Effective Recruitment Process by a Recruitment Consultancy in India
A Study on Effective Recruitment Process by a Recruitment Consultancy in IndiaAssociate Professor in VSB Coimbatore
 
The concept of recruitment
The concept of recruitmentThe concept of recruitment
The concept of recruitmentdeeps_lucky
 
Recruitment and selection
Recruitment and selectionRecruitment and selection
Recruitment and selectionShooger
 
Session 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selectionSession 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selectionGTTSlide
 
RECRUITMENT & SELECTION
RECRUITMENT & SELECTIONRECRUITMENT & SELECTION
RECRUITMENT & SELECTIONBhavik Modi
 

Mais procurados (20)

SBI recruitment and selection process
SBI recruitment and selection processSBI recruitment and selection process
SBI recruitment and selection process
 
ARPITA PAL (DM18D09)
ARPITA PAL (DM18D09)ARPITA PAL (DM18D09)
ARPITA PAL (DM18D09)
 
Recruitment process of nestle
Recruitment process of nestleRecruitment process of nestle
Recruitment process of nestle
 
Recruitment and selection
Recruitment and selectionRecruitment and selection
Recruitment and selection
 
Recruitment and selection
Recruitment and selectionRecruitment and selection
Recruitment and selection
 
recruitment and selection in pnb
recruitment and selection in pnbrecruitment and selection in pnb
recruitment and selection in pnb
 
staffing ,recruitment and selection
staffing ,recruitment and selectionstaffing ,recruitment and selection
staffing ,recruitment and selection
 
Recruitment and selection
Recruitment and selectionRecruitment and selection
Recruitment and selection
 
Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...
Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...
Recruitment and selection, Recruitment polic, Promotion and Transfers, Placem...
 
Recruitment selection and induction
Recruitment selection and inductionRecruitment selection and induction
Recruitment selection and induction
 
Bangladesh Bank Human Resource Practice
Bangladesh Bank Human Resource PracticeBangladesh Bank Human Resource Practice
Bangladesh Bank Human Resource Practice
 
Selection of Employees- Human Resource Management
Selection of Employees- Human Resource ManagementSelection of Employees- Human Resource Management
Selection of Employees- Human Resource Management
 
HDFC Bank recruitment process
HDFC Bank recruitment processHDFC Bank recruitment process
HDFC Bank recruitment process
 
A Study on Effective Recruitment Process by a Recruitment Consultancy in India
A Study on Effective Recruitment Process by a Recruitment Consultancy in IndiaA Study on Effective Recruitment Process by a Recruitment Consultancy in India
A Study on Effective Recruitment Process by a Recruitment Consultancy in India
 
The concept of recruitment
The concept of recruitmentThe concept of recruitment
The concept of recruitment
 
Recruitment and selection
Recruitment and selectionRecruitment and selection
Recruitment and selection
 
Session 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selectionSession 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selection
 
City bank ltd
City bank ltdCity bank ltd
City bank ltd
 
RECRUITMENT & SELECTION
RECRUITMENT & SELECTIONRECRUITMENT & SELECTION
RECRUITMENT & SELECTION
 
Selection process in hrm
Selection process in hrmSelection process in hrm
Selection process in hrm
 

Destaque

CSR - Maritius Commercial Bank
CSR - Maritius Commercial BankCSR - Maritius Commercial Bank
CSR - Maritius Commercial BankManish Ragoobeer
 
Literature review slides tool
Literature review slides toolLiterature review slides tool
Literature review slides toolFionaShelton
 
Role of credit rating in the banking sector after introduction of basel ii re...
Role of credit rating in the banking sector after introduction of basel ii re...Role of credit rating in the banking sector after introduction of basel ii re...
Role of credit rating in the banking sector after introduction of basel ii re...Md. Shahinuzzaman
 
National bank of pakistan analysis report
National bank of pakistan analysis reportNational bank of pakistan analysis report
National bank of pakistan analysis reportSamreen Lodhi
 
Allied Bank Limited
Allied Bank LimitedAllied Bank Limited
Allied Bank LimitedRizwan Qamar
 
Lit review powerpoint
Lit review powerpointLit review powerpoint
Lit review powerpointKellyh84
 
Literature review in research
Literature review in researchLiterature review in research
Literature review in researchNursing Path
 
Related Literature and Related Studies
Related Literature and Related StudiesRelated Literature and Related Studies
Related Literature and Related StudiesJenny Reyes
 
Literature Review (Review of Related Literature - Research Methodology)
Literature Review (Review of Related Literature - Research Methodology)Literature Review (Review of Related Literature - Research Methodology)
Literature Review (Review of Related Literature - Research Methodology)Dilip Barad
 

Destaque (12)

CSR - Maritius Commercial Bank
CSR - Maritius Commercial BankCSR - Maritius Commercial Bank
CSR - Maritius Commercial Bank
 
Literature review slides tool
Literature review slides toolLiterature review slides tool
Literature review slides tool
 
Role of credit rating in the banking sector after introduction of basel ii re...
Role of credit rating in the banking sector after introduction of basel ii re...Role of credit rating in the banking sector after introduction of basel ii re...
Role of credit rating in the banking sector after introduction of basel ii re...
 
National bank of pakistan analysis report
National bank of pakistan analysis reportNational bank of pakistan analysis report
National bank of pakistan analysis report
 
Ubl internship report 2016
Ubl internship report 2016Ubl internship report 2016
Ubl internship report 2016
 
Allied Bank Limited
Allied Bank LimitedAllied Bank Limited
Allied Bank Limited
 
Lit review powerpoint
Lit review powerpointLit review powerpoint
Lit review powerpoint
 
Doing a Literature Review
Doing a Literature ReviewDoing a Literature Review
Doing a Literature Review
 
Literature review in research
Literature review in researchLiterature review in research
Literature review in research
 
Related Literature and Related Studies
Related Literature and Related StudiesRelated Literature and Related Studies
Related Literature and Related Studies
 
Literature Review (Review of Related Literature - Research Methodology)
Literature Review (Review of Related Literature - Research Methodology)Literature Review (Review of Related Literature - Research Methodology)
Literature Review (Review of Related Literature - Research Methodology)
 
Literature Review
Literature ReviewLiterature Review
Literature Review
 

Semelhante a research on Pakistani banks

ANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANKANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANKSamanvay Jain
 
Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...
Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...
Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...aidin jodat
 
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES A CASE OF SBI
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES  A CASE OF SBIA STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES  A CASE OF SBI
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES A CASE OF SBIAmber Ford
 
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
 
Untitled presentation.pptx
Untitled presentation.pptxUntitled presentation.pptx
Untitled presentation.pptxSarathK81
 
A study on service quality assessment in state bank of travancore
A study on service quality assessment in state bank of travancoreA study on service quality assessment in state bank of travancore
A study on service quality assessment in state bank of travancoreBella Meraki
 
7.md. borak ali final paper--74-85
7.md. borak ali final paper--74-857.md. borak ali final paper--74-85
7.md. borak ali final paper--74-85Alexander Decker
 
21 h.vasantha kumari_299-306
21 h.vasantha kumari_299-30621 h.vasantha kumari_299-306
21 h.vasantha kumari_299-306Alexander Decker
 
The impact of service quality on customer satisfaction and loyalty
The impact of service quality on customer satisfaction and loyaltyThe impact of service quality on customer satisfaction and loyalty
The impact of service quality on customer satisfaction and loyaltyTran Thang
 
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...Identify factors affecting customer`s satisfaction: the Case study of Post Ba...
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...inventionjournals
 
11.the drivers of customer loyalty to retail banks
11.the drivers of customer loyalty to retail banks11.the drivers of customer loyalty to retail banks
11.the drivers of customer loyalty to retail banksAlexander Decker
 
4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banks4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
 
4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banks4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
 
Evaluation of individual depositors’ satisfaction from the deposit
Evaluation of individual depositors’ satisfaction from the depositEvaluation of individual depositors’ satisfaction from the deposit
Evaluation of individual depositors’ satisfaction from the depositAlexander Decker
 
Customer Satisfaction On South East Bank
Customer Satisfaction On South East BankCustomer Satisfaction On South East Bank
Customer Satisfaction On South East BankSharif Shahed
 

Semelhante a research on Pakistani banks (20)

ANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANKANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANK
 
Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...
Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...
Examining Service Quality Dimensions Amongst Malaysian Banking Consumers: An ...
 
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES A CASE OF SBI
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES  A CASE OF SBIA STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES  A CASE OF SBI
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES A CASE OF SBI
 
7
77
7
 
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
 
Untitled presentation.pptx
Untitled presentation.pptxUntitled presentation.pptx
Untitled presentation.pptx
 
State bank of india
State bank of indiaState bank of india
State bank of india
 
A study on service quality assessment in state bank of travancore
A study on service quality assessment in state bank of travancoreA study on service quality assessment in state bank of travancore
A study on service quality assessment in state bank of travancore
 
7.md. borak ali final paper--74-85
7.md. borak ali final paper--74-857.md. borak ali final paper--74-85
7.md. borak ali final paper--74-85
 
21 h.vasantha kumari_299-306
21 h.vasantha kumari_299-30621 h.vasantha kumari_299-306
21 h.vasantha kumari_299-306
 
A03310106
A03310106A03310106
A03310106
 
Gjmbsv3n7 01
Gjmbsv3n7 01Gjmbsv3n7 01
Gjmbsv3n7 01
 
The impact of service quality on customer satisfaction and loyalty
The impact of service quality on customer satisfaction and loyaltyThe impact of service quality on customer satisfaction and loyalty
The impact of service quality on customer satisfaction and loyalty
 
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...Identify factors affecting customer`s satisfaction: the Case study of Post Ba...
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...
 
11.the drivers of customer loyalty to retail banks
11.the drivers of customer loyalty to retail banks11.the drivers of customer loyalty to retail banks
11.the drivers of customer loyalty to retail banks
 
4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banks4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banks
 
4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banks4.[40 55]the drivers of customer loyalty to retail banks
4.[40 55]the drivers of customer loyalty to retail banks
 
Evaluation of individual depositors’ satisfaction from the deposit
Evaluation of individual depositors’ satisfaction from the depositEvaluation of individual depositors’ satisfaction from the deposit
Evaluation of individual depositors’ satisfaction from the deposit
 
Customer Satisfaction On South East Bank
Customer Satisfaction On South East BankCustomer Satisfaction On South East Bank
Customer Satisfaction On South East Bank
 
MASR-2014-034
MASR-2014-034MASR-2014-034
MASR-2014-034
 

Mais de سماج سيوك

Mais de سماج سيوك (9)

Pom
PomPom
Pom
 
financial statements and audit
financial statements and auditfinancial statements and audit
financial statements and audit
 
Consumer law final
Consumer law finalConsumer law final
Consumer law final
 
organizational behaviour of Bank AlFalah
organizational behaviour of  Bank AlFalahorganizational behaviour of  Bank AlFalah
organizational behaviour of Bank AlFalah
 
national bank internal system
national bank internal systemnational bank internal system
national bank internal system
 
consumer law in pakistan
consumer law in pakistanconsumer law in pakistan
consumer law in pakistan
 
PUNJAB BUDGET 2013-2014 PAKISTAN
PUNJAB BUDGET 2013-2014 PAKISTANPUNJAB BUDGET 2013-2014 PAKISTAN
PUNJAB BUDGET 2013-2014 PAKISTAN
 
budget of punjab 2013-2014
budget of punjab 2013-2014budget of punjab 2013-2014
budget of punjab 2013-2014
 
Lp applications
Lp applicationsLp applications
Lp applications
 

Último

Human Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and AppraisalHuman Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and Appraisalgomezdominic3
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
Slicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinSlicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinAnton Skornyakov
 
Six Sigma Improvement Process: Transforming Processes, Elevating Performance
Six Sigma Improvement Process: Transforming Processes, Elevating PerformanceSix Sigma Improvement Process: Transforming Processes, Elevating Performance
Six Sigma Improvement Process: Transforming Processes, Elevating PerformanceOperational Excellence Consulting
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfSourav Sikder
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023Steve Rader
 
מיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלי
מיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלימיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלי
מיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגליBen Shushan & Co. C.P.A (Isr.)
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.ukaroemirsr
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentationbaron83
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examplesamberjiles31
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsIntellect Design Arena Ltd
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 

Último (20)

Human Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and AppraisalHuman Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and Appraisal
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
Slicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinSlicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup Berlin
 
Six Sigma Improvement Process: Transforming Processes, Elevating Performance
Six Sigma Improvement Process: Transforming Processes, Elevating PerformanceSix Sigma Improvement Process: Transforming Processes, Elevating Performance
Six Sigma Improvement Process: Transforming Processes, Elevating Performance
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
Deira Dubai Call Girls +971552825767 Call Girls In Downtown Dubai
Deira Dubai Call Girls +971552825767 Call Girls In Downtown DubaiDeira Dubai Call Girls +971552825767 Call Girls In Downtown Dubai
Deira Dubai Call Girls +971552825767 Call Girls In Downtown Dubai
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
 
Sixth Sense Media Portfolio (Eng Ver) PDF
Sixth Sense Media Portfolio (Eng Ver) PDFSixth Sense Media Portfolio (Eng Ver) PDF
Sixth Sense Media Portfolio (Eng Ver) PDF
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023
 
מיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלי
מיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלימיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלי
מיסוי רילוקיישן לפורטוגל- היבטי מיסוי ישראלי ופורטוגלי
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.uk
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentation
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examples
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking Applications
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 

research on Pakistani banks

  • 2. .
  • 3. Measuring Banks Service Attitude: An approach to employee and customer acuities
  • 4. Measuring Banks Service Attitude The purpose of this study was to measure Pakistani banks service attitude by assessing the perceptions of banks employees and customers
  • 5. Literature Review Some related Articles which were reviewed by researcher are…  G. Malik (2012) A comparative study on the service quality and customer satisfaction among private and public banks in India.  K. Omar S (2011) • Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh.
  • 6. Literature Review .An Analysis of the Customer Satisfaction: A CaseStudy of Bank Service, (H. Sihombing, P. Chidambaram, and K. Rassiah 2012) .Measuring Service Quality using SERVQUAL Model: A Study on PCBs (M. Mizenur R, Md. Abdullah, and A. Rahman, 2011)
  • 7. Methodology This study has been conducted using survey methodology five dimensional instrument SERVQUAL and questionnaire. This study was adopted from Agha Tahir Ijaz & Asghar Ali ( jan-feb 2013).
  • 8. Sample Size For this study select the 5 banks of Lahore randomly which were working under the head of state bank of Pakistan  100 employees select ( 20 from each bank)  200 customers select (40 from each bank)
  • 9. Continued • 300 Questionnaires were distributed out of which 275 respond.22 questions adopted on 5 dimensions (1-4 Measure tangible, 5-9 reliability, 10-13 responsiveness 14-17 assurance 18-22 empathy) from Agha Tahir Ijaz and Asghar Ali (Jan-feb 2013).
  • 10. Reliability measures for services quality dimensions Service quality dimensions Cronbach ‘s Alpha value Pre-testing Complete study 1. Tangible 0.7634 0.7988 2. Reliability 0.7344 0.7586 3. Responsiveness 0.7323 0.7833 4. Assurance 0.6973 0.7231 5. Empathy 0.7122 0.7433 All the dimensions are above acceptable value of Cronbach’s alpha which is above 0.60
  • 11. Framework Of The Study Bank services quality measure assessment Services quality dimensions Employees perceptions Assessment by customer’s Perceived difference Implications for banks for services quality Employees development
  • 12. Demographics categories frequencies Percentages (%) Gender Male female 180 10 94.7 5.3 20 and Below 21 - 30 31 - 40 41 - 50 50 and Above 5 106 52 20 7 2.6 55.8 27.4 10.5 3.7 Affiliation of Bank 0-5 Years 6 - 10 11 - 15 Above 15 108 55 20 7 56.84 28.94 10.55 3.67 Account type Current A/C PLs A/C Student Other 82 96 9 3 43.2 50.5 4.7 1.6 Age Demographics Profile Of customers
  • 13. Demographics categories frequencies Percentages (%) Gender Male female 68 17 80 20 20 and Below 21 - 30 31 - 40 41 - 50 50 and Above 0 48 22 13 2 0 56.5 25.9 15.3 2.4 Banking experience 0-5 Years 6 - 10 11 - 15 Above 15 41 18 15 8 48.2 21.2 17.6 9.4 Qualification Graduation Master MS 13 71 1 15.3 83.5 1.2 Age Demographics Profile of banking employees
  • 14. Comparison of service quality dimensions by customers and employees S.Q dimension Respond ents Tangible N Mean SD MD T-value Sig(2tailed) Customer 190 Employee 85 3.801 4.229 0.592 0.510 -0.428 -5.551 0.000* Customer 190 3.636 0.513 -0.614 -8.242 0.000* -0.766 -8.418 0.000* -0.332 -3.890 0.000* -0.593 -7.580 0.000* Reliability Employee 85 Customer 190 Responsive ness Employee 85 Customer 190 4.251 3.453 0.509 0.433 4.220 0.520 3.852 0.430 Assurance Employee 85 4.185 0.432 Customer 190 3.590 0.558 Empathy employee 85 *p<0.05 4.183 0.456
  • 15. Comparison of service quality dimensions by Gender (customers) S.Q dimension Respond ents N Mean SD MD Tangible Male female 180 10 3.818 3.500 0.590 0.577 Male 180 3.652 0.599 Male 1.521 0.130* 2.199 0.029* 3.316 0.001* 0.169 0.866* 0.408 0.554 10 2.975 0.551 180 3.888 0.441 Assurance female 10 3.200 0.402 Male 180 3.592 0.592 Empathy female *p<0.05 0.099* 0.505 3.360 3.480 1.660 0.032 Responsive ness female 10 180 0.318 0.688 female Male Sig(2tailed) 0.292 Reliability T-value 10 3.560 0.478
  • 16. Comparison of service quality dimensions by Gender (employees) S.Q dimension Respond ents N Mean SD MD T-value Sig(2tailed) Tangible Male female 68 17 4.202 4.338 0.514 0.467 -0.136 -0.851 0.397* Male 68 4.225 0.463 0.020 0.145 0.885* -0.055 -0.307 0.759* -0.025 -0.144 0.0.886* 0.023 0.137 0.891* Reliability female Male Responsive ness female Male 17 68 4.235 4.209 0.293 0.417 17 4.264 0.347 68 4.180 0.373 Assurance female 17 4.205 0.287 Male 68 4.188 0.431 Empathy female *p<0.05 17 4.164 0.347
  • 17. Finding about customers • After this study we find that the majority of customers were male (94%) and most of the customer ages are 21 – 30 years (55.8%) affiliation of customer with their .The majority was affiliated from 0 - 5 year (56.84%) and mostly customers operate the P&Ls account (50.5%)
  • 18. Finding about employees • Most of the employees were male (80%) and majority of employees ages are 21 – 30 year (56.5%). According to experience majority of employees 0 – 5 year. • Master degree employees are (83.5%).
  • 19. Independent t-test Comparison between customers and employees Dimensions Customers “ Mean ” Employees means Tangible 3.801 4.229 Reliability 3.636 4.251 Responsiveness 3.453 4.220 Assurance 3.852 4.185 Empathy 3.590 4.183. • It is clear that in all the dimensions of service quality as perceived by customers and employees of Pakistani banks, significant difference was found, which shows the actual picture of employees performance.
  • 20. Analysis of dimension by Gender Analysis of service quality dimension, by gender only in responsiveness, and assurance difference was found, in all other dimension, no significant difference of opinion was found; an interesting thing here is that females‘ customers of Pakistani banks, are very low, as compared to male customers. By analyzing gender in employees' perspective, no significant difference was found in their perceptions, in all the dimensions of service quality of Pakistani banks.
  • 21. Conclusion Service quality, a measure of organizational excellence and customer satisfaction, is a prominent area of research especially in the services sector. This research persuaded three research questions.  First, was to know the perceptions of employees' and customers', in terms of five dimensions  Second compare the perceptions of both the respondents, in order to know the difference  Third, research question was to know the significant difference of opinion in terms of back ground variables of the study
  • 22.  Investigated the perceptions of branch managers, employees and customers of commercial banks in Pakistan ' in term of five dimensions.  significant difference was found among perceptions of managers, employees, and customers. Service quality and customer satisfaction was also correlated positively.  In all the demographics, no significant difference of opinion was found in the opinion of male, and female customers, and employees of Pakistani banks.
  • 23. Recommendation • Banks should focus on customer oriented service quality initiatives in order to survive in the financial market as competition is expanding day by day, Employees' training regarding service quality along with strategic measure are recommended to banks to reduce the gap of perceptions between employees and customers because service quality is considered an integral part of performance of banks.