Last Updated on October 3, 2023 by Fiza Khurram
A comprehensive research undertaken by Muhammad Aamir Mushtaq of the Department of Economics and Business Management at the University of Veterinary & Animal Sciences (UVAS) highlights the centrality of service quality in Pakistan’s dynamic Banking Service Industry. This study explores the complex relationships between service quality, customer satisfaction, and business enhancement, as well as the moderating effects of Standard Operating Procedures (SOP) and employee behavior.
In a nation where economic growth is intricately tied to the quality of services, notably in the financial sector, this study examines the factors that contribute to a competitive advantage and foster economic growth. The purpose of this study is to determine the relationship between service quality, customer satisfaction, and business expansion in the context of Scheduled Commercial Banks in Pakistan.
Using a quantitative method approach, a non-probability multi-stage sampling technique was utilized to capture data from a sample of 384 respondents from various institutions. Using the structural equation model approach and Smart PLS software, the data collected through a precisely designed questionnaire were analyzed.
The study’s findings indicate that bank service quality has a positive effect on both consumer satisfaction and business growth. In addition, the study illuminates the significant mediating roles that Standard Operating Procedures (SOP) and employee behavior play in determining the effects of service quality on customer satisfaction and business performance.
This study is not only useful for academic circles, but it also provides Pakistan’s financial industry with actionable insights. The findings indicate that improving service quality not only increases consumer satisfaction, but also contributes to the enhancement of the business as a whole. In addition, the mediatory role of SOP and employee conduct highlights the significance of organizational processes and employee conduct in achieving these results.
The research concludes by emphasizing its practical utility for banks and their employees, providing a road map for enhancing behavior and nurturing customer loyalty in order to increase customer satisfaction and, consequently, business growth.
