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Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks

The purpose of this paper is to test the links between employee and customer variables of service profit chain in banking sector of Pakistan. This is an analytical study based mainly on the primary data collected through scientifically developed questionnaires. The questionnaires have been personall...

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Main Authors: Ahmed, Ishfaq, Razzaque, Raima, Ramzan, Muhammad
Format: Article
Published: INSInet Publications 2011
Subjects:
HC Economic History and Conditions
Online Access:http://eprints.utm.my/id/eprint/44911/
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spelling my.utm.449112017-09-18T00:49:28Z http://eprints.utm.my/id/eprint/44911/ Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks Ahmed, Ishfaq Razzaque, Raima Ramzan, Muhammad HC Economic History and Conditions The purpose of this paper is to test the links between employee and customer variables of service profit chain in banking sector of Pakistan. This is an analytical study based mainly on the primary data collected through scientifically developed questionnaires. The questionnaires have been personally administered on a sample size of 188 in case of employees and 192 in case of customers, chosen on a random sampling basis from top five banks of Pakistan, i.e. NBP, HBL, MCB, UBL, ABL. SPSS was used to analyze the data. Findings of the study suggest that significant relationship was found between internal service quality perceived by employees, employee satisfaction and loyalty and service quality perceived by customers, customer satisfaction and loyalty. The study also concludes that private banks’ customers and employees are more satisfied with the service quality than that of public banks’. INSInet Publications 2011 Article PeerReviewed Ahmed, Ishfaq and Razzaque, Raima and Ramzan, Muhammad (2011) Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks. Australian Journal of Basic and Applied Sciences, 5 (11). pp. 1634-1645. ISSN 1991-8178
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HC Economic History and Conditions
spellingShingle HC Economic History and Conditions
Ahmed, Ishfaq
Razzaque, Raima
Ramzan, Muhammad
Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks
description The purpose of this paper is to test the links between employee and customer variables of service profit chain in banking sector of Pakistan. This is an analytical study based mainly on the primary data collected through scientifically developed questionnaires. The questionnaires have been personally administered on a sample size of 188 in case of employees and 192 in case of customers, chosen on a random sampling basis from top five banks of Pakistan, i.e. NBP, HBL, MCB, UBL, ABL. SPSS was used to analyze the data. Findings of the study suggest that significant relationship was found between internal service quality perceived by employees, employee satisfaction and loyalty and service quality perceived by customers, customer satisfaction and loyalty. The study also concludes that private banks’ customers and employees are more satisfied with the service quality than that of public banks’.
format Article
author Ahmed, Ishfaq
Razzaque, Raima
Ramzan, Muhammad
author_facet Ahmed, Ishfaq
Razzaque, Raima
Ramzan, Muhammad
author_sort Ahmed, Ishfaq
title Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks
title_short Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks
title_full Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks
title_fullStr Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks
title_full_unstemmed Examining the links between employee and customer variables of service profit chain: a case of Pakistani Banks
title_sort examining the links between employee and customer variables of service profit chain: a case of pakistani banks
publisher INSInet Publications
publishDate 2011
url http://eprints.utm.my/id/eprint/44911/
_version_ 1643651583070699520
score 13.211869

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