A Impact of Service Quality and Customer Satisfaction: Evidence from Banking Industry

Abstract

This study aims to investigate impact of service quality on customer satisfaction. Information data were collected by questionnaires from two hundred customers of four private sector banks located in Peshawar district using convenience sampling technique. Results indicate that customer service quality has a positive influence on customer satisfaction. Key words: Customer Service Quality (Tangibility, Reliability, Responsiveness, Assurance, Empathy), Customer Satisfaction.