Customer’s Perception on Service Quality Dimensions in Banking Sector of Pakistan

Abstract

This study is conducted to know about the customers’ perception on service quality dimensions in banking sector of Pakistan. The main objectives of study are to evaluate the service quality dimensions with respect to perception and expectation in banking sector of Pakistan, to ascertain the gap between perception and expectation and to identify the impact of customer perception/expectation on Perceived service quality. We applied Paired sample T test, correlation and regression analysis for empirical purposes. Our results indicate the significant difference between all the dimensions in customer perceptions and expectations. All dimensions showed the negative difference which means customer expectations are higher than perception in every dimension. In last, we find the significant impact of customer expectation and perception on customer service quality. So we can conclude that banks put attention to improve these dimension’s performance and to achieve their goals in these competitive business environment.

Keywords: Customer Perception, Customer Expectation, Perceived Service Quality, Paired Sample T test.