“A Case Study from Pakistani Banking Sector”

• M. Yasir Javed

Introduction

Banking sector play an important role in the economy of any country. In Pakistan financial Institutions are the back bone of the economy.

Pakistan has an enormous banking sector which is controlled by the State Bank of Pakistan. SPB is the Central Bank of Pakistan. Total 53 Banks are serving Pakistan. Out of which five banks are classified as Public banks (F Women Bank, National Bank of Pakistan, Sindh Bank, Bank of Khyber, and Bank of Punjab) Four Particular Banks (Industrial Development Bank, SME Bank, Punjab Provincial Cooperative Bank and ZaraiTaraqiati Bank) and all of these banks are Limited Banks.

Seventeen Banks are classified as Private Bank (Habib Bank limited, Allied Bank Limited, United Bank Limited, Muslim Commercial Bank, Alflah Bank Limited, Habib Metropolitan Bank, Faysal Bank Limited, Js Bank, NIB Bank limited, Askari Bank Limited, Samba Bank Limited, Meezan Bank Limited, Soneri Bank Limited, Bank Al Habib, Standard Charted Bank, Silk Bank Limited, Summit Bank Limited) Five Islamic Banks are also operating in Pakistan( Burj Bank PK, AlBarka Bank PK, BankIslami, Meezan Bank PK, Dubai Islamic BANK). Six Foreign Banks, Eight Micro finance Banks and Eight Development Finance institutions are also working in Pakistan.

Now a day all the banks are facing high competition because customer expectations about banking services are increased day by day. In this research, researcher tries to investigate the factors that affect the customer satisfaction regarding bank service quality. Banking sector gain much importance in the economy of Pakistan. It plays a central role in the financial growth of economy. Banks have to fulfill demands of its customers regarding its service quality because all the banks wish to retain its customer. For customer retention banks are working with technological advancement. ATMS Debit Cards Credit Cards Mobile Phone Banking are the examples of technological advancement.