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Impact of Information Technology Usage by Banks on Customer Satisfaction in Banking Sector of Pakistan
Management and Administrative Sciences Review
View Archive Info| Field | Value | |
| Title |
Impact of Information Technology Usage by Banks on Customer Satisfaction in Banking Sector of Pakistan
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| Creator |
Mahmood, Fahad; Lecturer at Department Of Business, The Superior College Lahore, Pakistan
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| Subject |
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Banking industry; customer satisfaction; Pakistan; information technology |
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| Description |
The present study aims at investigating the impact of information technology on the customer satisfaction level in banking sector of Pakistan. A major part of existing body of research, conducted on this topic is in the context of developed economies and there is very limited literature available in Pakistani context. To determine the effect of information technology usage on customer satisfaction data were collected from a sample of 500 customers of different banks in Lahore, Pakistan through systematic random sampling. This study adopted the questionnaire from Musiime and Biyaki (2010). We found that information technology usage by banks has a significant positive effect on perceived banking service quality. Further, perceived banking service quality significantly and positively affects customer satisfaction in banking sector of Pakistan. This paper suggests that usage of information technology by banks should be improved in order to raise the level of perceived banking service quality which would increase the satisfaction level of their customers. This may be helpful for banks to retain their existing customers and to attract new customers.
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| Publisher |
Academy of Business & Scientific Research
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| Contributor |
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| Date |
2013-06-03
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
http://absronline.org/journals/index.php/masr/article/view/104
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| Source |
Management and Administrative Sciences Review; Vol 2, No 2 (2013); 221-232
2308-1368 2310-872X |
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| Language |
eng
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| Relation |
http://absronline.org/journals/index.php/masr/article/view/104/130
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| Rights |
Copyright (c) 2014 Management and Administrative Sciences Review
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