This study aimed to measure the service attitudes of Pakistani banks by assessing employee and customer perceptions. A survey was conducted of 275 employees and customers from 5 randomly selected banks using a SERVQUAL questionnaire. The findings showed significant differences between how employees and customers rated the banks' performance on tangible, reliability, responsiveness, assurance and empathy dimensions. Most customers were male aged 21-30, while most employees were also male aged 21-30 with 0-5 years of experience. The study recommends banks focus on customer-oriented service quality initiatives and employee training to reduce gaps in perceptions.

2. .

3. Measuring Banks Service
Attitude:
An approach to employee and
customer acuities

4. Measuring Banks Service Attitude
The purpose of this study was to measure
Pakistani banks service attitude by assessing
the perceptions of banks employees and
customers

5. Literature Review
Some related Articles which were reviewed by researcher are…
 G. Malik (2012)
A comparative study on the service quality and customer
satisfaction among private and public banks in India.
 K. Omar S (2011)
• Interrelations between Service Quality Attributes, Customer
Satisfaction and Customer Loyalty in the Retail Banking Sector
in Bangladesh.

6. Literature Review
.An Analysis of the Customer Satisfaction: A
CaseStudy of Bank Service,
(H. Sihombing, P. Chidambaram, and K. Rassiah
2012)
.Measuring Service Quality using SERVQUAL
Model: A Study on PCBs
(M. Mizenur R, Md. Abdullah, and A.
Rahman, 2011)

7. Methodology
This study has been conducted using survey methodology five
dimensional instrument SERVQUAL and questionnaire. This
study was adopted from Agha Tahir Ijaz & Asghar Ali ( jan-feb
2013).

8. Sample Size
For this study select the 5 banks of Lahore
randomly which were working under the head
of state bank of Pakistan
 100 employees select ( 20 from each bank)
 200 customers select (40 from each bank)

9. Continued
• 300 Questionnaires were distributed out of
which 275 respond.22 questions adopted on
5 dimensions (1-4 Measure tangible, 5-9
reliability, 10-13 responsiveness 14-17
assurance 18-22 empathy) from Agha Tahir
Ijaz and Asghar Ali (Jan-feb 2013).

10. Reliability measures for services
quality dimensions
Service quality dimensions
Cronbach ‘s Alpha value
Pre-testing
Complete study
1. Tangible
0.7634
0.7988
2. Reliability
0.7344
0.7586
3. Responsiveness
0.7323
0.7833
4. Assurance
0.6973
0.7231
5. Empathy
0.7122
0.7433
All the dimensions are above acceptable value of Cronbach’s alpha which is above
0.60

11. Framework
Of The
Study
Bank services quality measure
assessment
Services quality dimensions
Employees perceptions
Assessment by customer’s
Perceived difference
Implications for banks for services quality
Employees
development

12. Demographics
categories
frequencies
Percentages (%)
Gender
Male
female
180
10
94.7
5.3
20 and Below
21 - 30
31 - 40
41 - 50
50 and Above
5
106
52
20
7
2.6
55.8
27.4
10.5
3.7
Affiliation of
Bank
0-5 Years
6 - 10
11 - 15
Above 15
108
55
20
7
56.84
28.94
10.55
3.67
Account type
Current A/C
PLs A/C
Student
Other
82
96
9
3
43.2
50.5
4.7
1.6
Age
Demographics
Profile
Of customers

13. Demographics
categories
frequencies
Percentages (%)
Gender
Male
female
68
17
80
20
20 and Below
21 - 30
31 - 40
41 - 50
50 and Above
0
48
22
13
2
0
56.5
25.9
15.3
2.4
Banking
experience
0-5 Years
6 - 10
11 - 15
Above 15
41
18
15
8
48.2
21.2
17.6
9.4
Qualification
Graduation
Master
MS
13
71
1
15.3
83.5
1.2
Age
Demographics
Profile of
banking
employees

14. Comparison of service quality dimensions by customers and employees
S.Q
dimension
Respond
ents
Tangible
N
Mean
SD
MD
T-value
Sig(2tailed)
Customer 190
Employee 85
3.801
4.229
0.592
0.510
-0.428
-5.551
0.000*
Customer 190
3.636
0.513
-0.614
-8.242
0.000*
-0.766
-8.418
0.000*
-0.332
-3.890
0.000*
-0.593
-7.580
0.000*
Reliability
Employee 85
Customer 190
Responsive
ness
Employee 85
Customer 190
4.251
3.453
0.509
0.433
4.220
0.520
3.852
0.430
Assurance
Employee 85
4.185
0.432
Customer 190
3.590
0.558
Empathy
employee 85
*p<0.05
4.183
0.456

15. Comparison of service quality dimensions by Gender (customers)
S.Q
dimension
Respond
ents
N
Mean
SD
MD
Tangible
Male
female
180
10
3.818
3.500
0.590
0.577
Male
180
3.652
0.599
Male
1.521
0.130*
2.199
0.029*
3.316
0.001*
0.169
0.866*
0.408
0.554
10
2.975
0.551
180
3.888
0.441
Assurance
female
10
3.200
0.402
Male
180
3.592
0.592
Empathy
female
*p<0.05
0.099*
0.505
3.360
3.480
1.660
0.032
Responsive
ness
female
10
180
0.318
0.688
female
Male
Sig(2tailed)
0.292
Reliability
T-value
10
3.560
0.478

16. Comparison of service quality dimensions by Gender (employees)
S.Q
dimension
Respond
ents
N
Mean
SD
MD
T-value
Sig(2tailed)
Tangible
Male
female
68
17
4.202
4.338
0.514
0.467
-0.136
-0.851
0.397*
Male
68
4.225
0.463
0.020
0.145
0.885*
-0.055
-0.307
0.759*
-0.025
-0.144
0.0.886*
0.023
0.137
0.891*
Reliability
female
Male
Responsive
ness
female
Male
17
68
4.235
4.209
0.293
0.417
17
4.264
0.347
68
4.180
0.373
Assurance
female
17
4.205
0.287
Male
68
4.188
0.431
Empathy
female
*p<0.05
17
4.164
0.347

17. Finding about customers
• After this study we find that the majority of
customers were male (94%) and most of the
customer ages are 21 – 30 years (55.8%)
affiliation of customer with their .The majority
was affiliated from 0 - 5 year (56.84%) and
mostly customers operate the P&Ls account
(50.5%)

18. Finding about employees
• Most of the employees were male (80%) and
majority of employees ages are 21 – 30 year
(56.5%). According to experience majority of
employees 0 – 5 year.
• Master degree employees are (83.5%).

19. Independent t-test Comparison
between customers and employees
Dimensions
Customers
“ Mean ” Employees
means
Tangible
3.801
4.229
Reliability
3.636
4.251
Responsiveness
3.453
4.220
Assurance
3.852
4.185
Empathy
3.590
4.183.
• It is clear that in all the dimensions of service quality as
perceived by customers and employees of Pakistani
banks, significant difference was found, which shows
the actual picture of employees performance.

20. Analysis of dimension by Gender
Analysis of service quality dimension, by gender
only in responsiveness, and assurance difference
was found, in all other dimension, no significant
difference of opinion was found; an interesting
thing here is that females‘ customers of Pakistani
banks, are very low, as compared to male
customers. By analyzing gender in employees'
perspective, no significant difference was found
in their perceptions, in all the dimensions of
service quality of Pakistani banks.

21. Conclusion
Service quality, a measure of organizational excellence and
customer satisfaction, is a prominent area of research
especially in the services sector. This research persuaded
three research questions.
 First, was to know the perceptions of employees' and
customers', in terms of five dimensions
 Second compare the perceptions of both the respondents, in
order to know the difference
 Third, research question was to know the significant
difference of opinion in terms of back ground variables of the
study

22.  Investigated the perceptions of branch managers,
employees and customers of commercial banks in
Pakistan ' in term of five dimensions.
 significant difference was found among perceptions of
managers, employees, and customers. Service quality
and customer satisfaction was also correlated
positively.
 In all the demographics, no significant difference of
opinion was found in the opinion of male, and female
customers, and employees of Pakistani banks.

23. Recommendation
• Banks should focus on customer oriented
service quality initiatives in order to survive in
the financial market as competition is
expanding day by day, Employees' training
regarding service quality along with strategic
measure are recommended to banks to
reduce the gap of perceptions between
employees and customers because service
quality is considered an integral part of
performance of banks.