文章基本信息

标题：AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES IN PAKISTANI BANKING SECTOR
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作者：Ishaq, Muhammad Ishtiaq
期刊名称：Management & Marketing
印刷版ISSN：1842-0206
出版年度：2011
卷号：6
期号：3
出版社：Economic Publishing House
摘要：Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customer satisfaction (Truch, 2006), and having a significant theoretical and practical issue for the marketers. The spirit of innumerable researches in diverse cultures endorse that the service provider organizations pay greater attention to satisfy their customer. But lacuna exists in literature for such a key topic in different cultures of developing countries like Pakistan. Accordingly, this current study looks for the impact of customer satisfaction on their behavioral responses in banking sector of Pakistan. Therefore, recognition of significant determinants of customer satisfaction could facilitate the higher management in adoption and implementation their customers’ focus strategies more efficiently and effectively. Practical implication, future research and limitation are also discussed.
关键词：banking sector; behavioral response; customer satisfaction; Pakistan; services quality.