文章基本信息

标题：Impact of Service Quality on Customer Satisfaction: A Case of National Bank of Pakistan
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作者：NAEEM AKHTAR ; ADEEL AHMAD ; HAMMAD AHMAD 等
期刊名称：International Review of Management and Business Research
印刷版ISSN：2307-5953
电子版ISSN：2306-9007
出版年度：2016
卷号：5
期号：2Part 2
页码：536-546
出版社：Academy of IRMBR
摘要：The purpose of the research paper is to collect information about the impact of service quality on customer satisfaction in National Bank of Pakistan. In business world it is believe that customers are considered the impotent to run every kind of business and makes profit. Therefore, studies need to focus the changing role of banking system. To test the impact of service quality on customer satisfaction the data collected from 150 customers of National bank of Pakistan. The statistical populations of the research are the customers of National banks and the data was collected using the questionnaire and also the data has been analyzed using SPSS software. The results of the study indicate that there is positive significant relationship among service features. Service quality and customers complaints.
关键词：Banking Sector; Serives; Quality; Customer Satisfaction