英语论文网

basis of their ability to attract the new customers and retain their existing customers. Good customer service is the best way for any bank to ensure the high levels of customer loyalty.

Summary:

Al-Hawari, (2005) discussed that the service quality has a great effect on any bank's success. Zeithaml et al. (1996) and Reichheld (2004) proposed that service quality has received much attention by the researchers as it is linked with the performance of a bank, service quality is also related with the customer satisfaction and retention. The study of some researchers such as (Al-Hawari, 2005; Nguyen and Leblanc, 1988; Rawanweera and Neely, 2003; Wilson et al., 2008; Buttle, 2009) revealed that service quality in terms of the automated banking services has a great deal of importance due to their influence on profitability, customer retention, attractiveness, positive word-of-mouth, and maximum competitive advantage.

Caruana (2002) proposed that the organisations are working hard on making good relationship with the customers and retaining their existing customers rather than getting new customers. The most important aspect in terms of the market share is the customer satisfaction and retention. Rawanweera and Neely (2003) proposed that service quality has a great effect on retaining the customers. Wilson et al. (2008) proposed that customer satisfaction with a product or service is influenced significantly by the customer's evaluation of product or services. The research of Bloemer et al. (2001) revealed that in banking services both customer satisfaction and customer's perceptions of the service quality were important factors of customer retention and loyalty. Rust and Zahorik (1993), Parasuraman et al. (1988) proposed that the profitability aspect can be assumed by the quality of services because it is the quality that is a key to satisfied customers, and satisfied customers are the ones that purchase the product or services repeatedly.

In this study the main focus will be on the service quality and impact of service quality on customer satisfaction, retention and loyalty.

Organisation under study:

Bank Alfalah Limited Profile:

Bank Alfalah Limited was incorporated on June 21st 1992 as a public company limited under the companies ordinance 1984. On the November 1st 1997 the bank commenced its banking operations. The head office is in located in Karachi, Pakistan. (Bank Alfalah Limited 2009).

Bank Alfalah Limited has been strengthened by the banking of Abu Dhabi Group and a team of competent professionals having a lot of experience in local and international financial institutions. Board of directors and management lays strong emphasis on enhancing the ability of the bank to offer latest services to the customers and the bank has invested in revolutionary technology to have an extensive range of products and services. Bank Alfalah Limited has correspondent relationships and agency arrangements with leading local and international banks. Bank Alfalah Limited is engaged in commercial banking and related services and is undertaking all types of local and interna本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。