Role of Customer Satisfaction and Service Quality in Public and Private Banks

The aim of this research paper is to identify the customer satisfaction and service quality in banking sectors of Sindh Pakistan. As the customer satisfaction and service quality always remain a prime factors for business for this purpose both public & private banks were selected and data was collected on random basis with the help of questionnaires by using “Likert Scale” ranging from “Strongly Agree to Strongly Disagree. Different age groups were selected from below 25 to above 45. Targeted sample was 130 respondent both male & females, 100 responses were reasonably considered. Research result shows that customer importance are more in reliability dimension then responsiveness and others factors respectively. The limitation of this study is that its implications are only applicable to the Khairpur & Sukkur cities because of the limited time & budget resources.