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No matter where you live, opening a bank account is one essential part of life, but you have to check around to find out what services a bank provides. Listen to the words below and consult a dictionary if you need a definition. Write a sample sentence for each word to learn how it is used in context. You can use the Internet to find similar sentences. | RESEARCH PROJECT REPORT SERVPERF Analysis in Banking Services PROJECT SUPERVISOR MR. RAJA RUB NAWAZ SUBMITTED BY M. MUZAFFAR ZAHOOR REG 52374 ABSTRACT SERVPERF analysis in banking services. The importance of perceived performed service quality that influences customer satisfaction in banking services is investigated using SERVPERF scale. The SERVPERF theory predicts that there is a relationship between service quality dimensions perceived by customers and customer satisfaction. These service quality dimensions perceived by customer effects customer satisfaction in banking services and explored the most important perceived service quality dimensions which influence customer satisfaction in banking services. Convenient sampling procedure was used to obtain 109 responses from customers of banking services in Karachi on the 22-item SERVPERF scale measure perception regarding their respective banks. The Relationship correlation among service quality dimensions perceived by customers and customer satisfaction are significant Reliability 0.863 p 0.01 and assurance 0.672 P 0.01 are strongly correlated with customer satisfaction where as empathy 0.544 p 0.001 and responsiveness 0.501 p 0.001 are moderately correlated and tangibles 0.420 p 0.001 is found to be the fairly correlated with customer satisfaction. The correlation of variables in predicted model consists of reliability Coefficients B 0.715 p 0.001 and assurance Coefficients B 0.254 p 0.001 which are significantly predicting overall customer satisfaction ANNOVA F 2 106 196.774 p 0.001 . These dimensions alone are able to predict customer satisfaction at most because of the bank s service performance and employee s knowledge courtesy and their ability to inspire trust and confidence of customers. These results support the theory of SERVPERF because customers tend to be more satisfied by the quality of service deliver by banks. TABLE OF CONTENTS CHAPTER 1 THE PROBLEM 1.1 INTRODUCTION 01 1.2 BACKGROUND TO THE PROBLEM
