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A Comparative Analysis of Service Quality Gaps Between Local and Foreign Banks: Evidence from Pakistan’s Banking Sector

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A Comparative Analysis of Service Quality Gaps between Local and Foreign banks: Evidence from Pakistan’s Banking Sector
Mehreen Anjum
Lahore School of Economics

CHAPTER 1
INTRODUCTION

Overview
The banking sector of today’s world is quite dynamic and the rapid changes are primarily the result of the intense competition in this area and the need to have the maximum awareness among customers. This has driven the banks to pay more heed to the quality of their services which in turn will generate greater customer satisfaction. To encourage a more competitive environment and have a healthy relationship with customers, it is important for banks to keep providing good services which will score high on quality. Customers are becoming more and more sensitive towards the delivery of services and their quality and this has led to the increased importance which has recently been attached to this area.
Service quality is a new phenomenon and has recently captured a lot of attention. Service quality can be defined as the difference between customer expectations of service and perceived service (Tazreen, 2012).
During the recent times, studies have emerged which aim to evaluate the criteria on which customers weigh up the quality of services and it is becoming increasingly important to look into this matter. It is equally important to gain some insight into how the various components of service delivery impact the final evaluation by clients of the banks and this is exactly what this study aims to achieve. This will look into the different factors which can play a role in the service quality in the service industry and will also help to decipher between the atmospheres of two different banks, shedding light on how one firm in the service sector can be different from a firm of similar nature in the same sector. Many researchers have given a lot of importance to the dimensions of service quality and the role they play in increasing the quality alongside the satisfaction...

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"A Comparative Analysis of Service Quality Gaps Between Local and Foreign Banks: Evidence from Pakistan’s Banking Sector". Anti Essays. 21 Sep. 2017

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A Comparative Analysis of Service Quality Gaps Between Local and Foreign Banks: Evidence from Pakistan’s Banking Sector. Anti Essays. Retrieved September 21, 2017, from the World Wide Web: http://www.antiessays.com/free-essays/A-Comparative-Analysis-Of-Service-Quality-555556.html