1、2400单词， 1.3万英文字符， 4000汉字 文献出处： Haq, W., & Muhammad, B. Customer satisfaction: A comparison of public and private banks of Pakistan. In Proceedings of the Sixth International Conference on Management Science and Engineering Management, 2013(9):515-523. http:/w ww.w 原文 Customer Satisfaction: A Compar
2、ison of Public and Private Banks of Pakistan Waqarul Haq and Bakhtiar Muhammad 1 Introduction Customer Satisfaction: is a measure of how products and services provide by any organization meet the expectations of a customer. It varies from person to person and service to service. A customer can be de
3、fined as a user or potential user of banking services. A customer would include an account holder, or a person carrying out casual business transactions with a bank. The efficiency of a banking sector depends upon how best it can deliver services to its target customers. In order to survive in this
4、competitive environment and provide continual customer satisfaction, the banking services providers are required to frequently increase the quality of services. In banking business it is seen that only 5% increase in customer retention can extend 35% profitability. 2 Literature Review 2.1 Entrance o
5、f Technology Private sector Banks seem to have satisfied its customers with good services and they have been successful in retaining their customers by providing better facilities than Public sector Banks. But, still Private Banks need to go a long way to become customers first preference. In an eco
6、nomy of innovative technologies and changing markets, each and every service quality variable has become important. New financial products and services have to be continuously introduced in order to stay competent and Private Banks need to concentrate more on their credit facilities and insurance services since customers do not have a very good opinion about these facilities being offered by Private Banks also public sector banks enjoy the trust of the cu
