Impact of Service Quality on Customer Satisfaction: A Case of National Bank of Pakistan

IntroductionIn service industry investigation has shown that customer loyalty is much more important for every type of businesses. In businesses customer loyalty and customer satisfaction is always emphasis because customer loyalty increase the industry profits 25%. Service quality that a business's provides to the customer is exaggerated the customer satisfaction. (Tang2, 2014). In the field of service industry like banks provide the admirable services to accomplish customer loyalty which is crucial goal of every business organization. Studies of relationship between service quality and customer satisfaction in banking system are narrow, but the current studies of banking system generally do not account for altering the function of banking industry. Service quality given to customer is much more essential to analyzing the achievement or disappointment of any business organization. Since there competitors provide service level to consumer (Lo Liang Kheng, 2010) . Every business organization want to increase the profit level and minimize the cost of production. Profit can be maximize through increase in sale. One of two the aspect that help to increase in sale are customer loyalty and customer satisfaction. Because if the customers are loyal with the company then appreciating the customer retention and greater productivity. For this purpose every business organization work hard to win the heart of customer by satisfying them through the service station they provide. When the observation of company brand is worthy in the eyes of customer they will always keep on loyal with the company brand. Thus consumer will always have a preference the product and service that give maximum remunerations and satisfaction that a customer need from any business industry. But how will the organization know whether the consumers' intake habits have altered, or if they are well work for? With the increasing number of business and rivalry every business try hard to win the consumer loyalty and satisfaction through as long as the outstanding services. (AGBOR, The Relationship between Customer Satisfaction and Service Quality, 2011) . Customer can be motivate with respect to any company through there accomplishment and behavior. Business organization consumed a large amount of money to create customer loyalty but overlooking the important characteristic of enhancing customer motivation in order to accomplish their monetary and nonmonetary goals. Today, because of strong competition opposition companies motivate the customer by providing innumerable schemes or encouragements to winning customer hearts and minds. By motivating customers can enhance their company sales and returns as improved service quality and satisfy the customer demand.A large number of service industries pay no attention to evaluate customer satisfaction and motivation. However, many researched confirmed that customer satisfaction and motivation contribute the overall company performance. Service sectors must have the ability to understand the specific needs of the customer and solve them in well-mannered behaviors. (muhammad bilal ahmad, 2102) . The main persistence of this research is to measure the influence of motivation and service quality toward development of customer satisfaction for banking service sectors and to assist the banking services is to outcome the various measure that can be implemented to motivate and empowered the customer. Customers who are motivated and sanctioned can shows optimistic or adverse image to the company. Therefore, encouraged and satisfied customers are impotent value for the organization.Valuation of Service quality how well the banking sector provides the better services to his customers. Customer satisfaction measure how products and service provide by the company to meet the customer satisfaction and anticipation. Customers are becoming most key in today's business. (Thaku, 2013). Thus, customer satisfaction and service quality and customer loyalty has been measured very important to help to expand the overall enactment of banking industry. …