Impact of Branchless Banking on Customer Satisfaction

The main objective of this research
is to establish how Branchless
banking has impacted on customer
satisfaction in Pakistan. A rapid
evolution in technology over the
past decade has brought
unprecedented changes in the
Pakistan banking industry.
“Impact of
Branchless Banking
on Customer
satisfaction”
Rashid Ali Soomro

DECLARATION
I hereby declare that the project work entitled
“Impact of Branchless Banking on Customer Satisfaction”
Submitted to the KASB Institute of technology, is a record of an original work done by me
under the guidance of Assistant Professor Umer Farooq,and this project work is
submitted in the partial fulfillment of the requirements for the award of the
degree of bachelors of Business Administration. The results embodied in this Research
report have not been submitted to any other University or Institute for the award of any
degree or diploma.
Author:
Rashid Ali Soomro
Checked and Approved by
__________________ ____________
Assistant Professor Umer Farooq
Course Supervisor
Faculty of Management Sciences (FMS)
KASBIT
BBA VIII

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Acknowledgements
In the Name of Allah, who is the Most Gracious and the Most Merciful, I give thanks to my
creator, the able and powerful Almighty Allah for his help in seeing me through my
Bachelor program. It would not have been an easy achievement if not for His love and
mercy on me. Firstly and foremost, I am grateful to Allah the Almighty for everything He
has granted me, the Most Merciful who has granted me the ability and willing to start and
complete this study. I do pray to His Greatness to inspire and enable me to finish this
dissertation on the required time. Without his permission, for sure I cannot make it possible.
My most profound thankfulness goes to my supervisor, Sir Umar for all his patience,
creativity encouraging guidance, and many discussions that made this study to what it is.
Without his understanding, consideration and advice, this dissertation would not have been
completed successfully my thanks and gratitude goes to all my dearest family members
especially my Brother for being by my side since I left home. Lastly, I am thankful to my
dignified institute KASBIT for giving me the opportunity to carry out this research in a very
conducive environment

Abstract
The purpose of this study is to find the Branchless banking service dimensions through
Internet that will have the impact on customer satisfaction. Many Banks are working in the
Pakistan but I have worked on Silk Bank Pakistan. Questionnaires were used to collect data
from 50 respondents by using convenience sampling. And regression analysis that helps to
obtain the important of branchless banking service dimensions that have the impact on
customer satisfaction. Results showed that providing 24hours-7days services to the
customer, completing each task accurately, contacting staff to check immediately, and
providing accurate information & up to date, transaction process is fast, and providing
online registration times were the important factors that have the impact on customer
satisfaction.
.

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(i) TABLE OF CONTENTS
Approval &Declaration------------------------------------------------------------------------------------------------ (2)
Acknowledgements ---------------------------------------------------------------------------------------------------- (3)
Abstract ------------------------------------------------------------------------------------------------------------------ (4)
Table of Contents------------------------------------------------------------------------------------------------------- (5)
Chapter No. 1 --- Introduction to Research -------------------------------------------------------------------------------------- (6)
Introduction& Background-------------------------------------------------------------------------------------------- (6)
Research Problem------------------------------------------------------------------------------------------------------- (7)
Research Objectives --------------------------------------------------------------------------------------------------- (8)
Research Question & Key--------------------------------------------------------------------------------------------- (8)
Limitations--------------------------------------------------------------------------------------------------------------- (8)
Scope of study----------------------------------------------------------------------------------------------------------- (8)
Chapter No. 2 --- Literature Review---------------------------------------------------------------------------------- (8)
Overview of Branchless Banking------------------------------------------------------------------------------------- (8)
International Background---------------------------------------------------------------------------------------------- (9)
Customer Satisfaction with Branchless Banking------------------------------------------------------------------- (9)
National Background -------------------------------------------------------------------------------------------------- (9)
Reliability--------------------------------------------------------------------------------------------------------------- (10)
Fees and Charges------------------------------------------------------------------------------------------------------ (10)
Response---------------------------------------------------------------------------------------------------------------- (10)
Customer Support----------------------------------------------------------------------------------------------------- (11)
Privacy security-------------------------------------------------------------------------------------------------------- (11)
Website layout--------------------------------------------------------------------------------------------------------- (12)
Chapter No. 3Research Design-------------------------------------------------------------------------------------- (12)
Hypotheses Development-------------------------------------------------------------------------------------------- (13)
Chapter No. 4 --- Research Methodology-------------------------------------------------------------------------- (14)
Sampling Method and Sample Size--------------------------------------------------------------------------------- (14)
Target population------------------------------------------------------------------------------------------------------ (14)
Data Collection and analysis----------------------------------------------------------------------------------------- (14)
Data Collection Technique------------------------------------------------------------------------------------------- (14)
Chapter No. 5 --- Research Results--------------------------------------------------------------------------------- (15)
Reliability--------------------------------------------------------------------------------------------------------------- (15)
Responsiveness-------------------------------------------------------------------------------------------------------- (15)
Fees And Charge------------------------------------------------------------------------------------------------------ (16)
Privacy Security------------------------------------------------------------------------------------------------------- (16)
Customer Support----------------------------------------------------------------------------------------------------- (16)
Chapter No. 6 --- Conclusion---------------------------------------------------------------------------------------- (17)
Conclusion-------------------------------------------------------------------------------------------------------------- (17)
Recommendations for Future Research---------------------------------------------------------------------------- (17)
References-------------------------------------------------------------------------------------------------------------- (18)
Questionnaire---------------------------------------------------------------------------------------------------------- (20)

Chapter No. 1 --- Introduction
Introduction
The focus of this chapter is to provide a
selective review of the past research works
related to the Branchless banking study. A
lot of research will have done but (as a
sample) very few are related with this
unique one.
In fast moving world of competition the
key advantage for all the organization is to
delivered a maximum kind of new
services to the customers and diverting
customers mind into the satisfaction to
become this advantage for the profit of
organization (Ismail, Madi and
Francis,2009; Shemwell, Yavas and
Bilgin, 1998). A new change of
technology in this country brought
unprecedented changes in the banking
sectors. Information technology playing a
main role in all activities of branchless
banking with the help of advance mode of
technology each individual can do all their
banking activities through the internet
(Young, 2001) Branchless banking is the
self service delivery of channels that
allows banking sector to provide financial
services to their customers in a easy way
that a customer can easily understand the
Branchless banking. Basically this world
is moving with the advantages of advance
technology which is specifically related to
the internet. And the Internet is a powerful
tool that can make businesses more
productive and profitable and has lead to
fundamental changes in how banking
sector save their customers. Now a day’s
many banking sectors are the customer
focused with less customer contact use of
branchless banking through internet
banking. The financial institutions are one
of the most important service providers for
a nation’s economy. Use of Internet
banking is expected to lead to reduced
costs and improved institutions culture and
competitiveness. Through internet the
service delivery channel is seen as
powerful because it can retain young
generation, businessman, who knows
about Branchless banking, and who
continue using banking services from all
locations through internet and advance
technology. Moreover, Internet banking
provides opportunities for a bank to
develop its market by creating a new
customer base from existing Internet users
who can access branchless activities from
any where
The main objective of this research is to
establish how Branchless banking has
impacted on customer satisfaction in
Pakistan. A rapid evolution in technology
over the past decade has brought
unprecedented changes in the Pakistan
banking industry (Reserve Bank of
Pakistan, 2010). According to SBP’s
policy environment for branchless banking
these services are being offered through
alternative delivery channels in the form
of agent network, Telecommunication
Networks, alternate teller machines
(ATMs), and point of sale (PoS), etc
through online banking all type of
transaction can be done in a easy way with
a help of advance mood of technology this
is a key benefit for those who used the

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branchless banking it save the customers
to go to a bank physically and complete
the transaction and stand in the lines
through branchless banking people access
banking and complete their transaction.
1.1Background of the Study
Branchless banking is Virtual banking
(Carmel and Scott, 2009). According to
Carmel and Scott (2009), branchless
banking is the delivery of financial
services outside conventional bank
branches using information and
communication technologies. In Pakistan,
banking started with free banking as early
as 2002. Throughout the 1980s the
financial sector was tightly controlled and
highly oligopolistic, with multinational
banks (Barclays and Standard Chartered
Bank) dominating the sector globally.
Presently, the financial sector comprises
the Reserve Bank of Pakistan.
Commercial banks, merchant banks,
building societies, the People's Own
Savings Bank (POSB), insurance
companies, asset management companies,
developmental financial institutions, the
Karachi stock exchange, microfinance
institutions and money transfer agencies.
Most institutions have the majority of their
branches in major cities, Branchless
Banking industry has operated in a
relatively stable environment from some
periods. However, with the advent of
Internet banking, the industry is
characterized by dramatically aggressive
competition. The shift from traditional
branch banking to Internet banking has
meant that new strategies to attract new
customers and retain existing ones have
become critical called as Branchless
Banking (Wong, 2005). Branchless
Banking allows customers to access
banking services 24 hours a day, 7 days a
week. Like ATMs, Point of sale POS
devices, EFTPOS devices and mobile
phones Branchless or internet banking
empowers customers to choose when and
where they conduct their banking
transactions. The long queues and huge
crowds are highly devastating and
discouraging most times, especially when
the weekend is near. Most times, these
long queues are as a result of the
breakdown of the computers used by the
Bank tellers, sometimes it occurs as a
result of the Bank tellers absolving them
from duty and passing the bulk to
someone else.
1.2 Problem statement
Branchless banking is a fastest and
economically feasible route to distribute
financial services without depending
on bank branches. It is a type of banking
where the banking customer does not need
to visit a branch or central site of the bank.
. Due to economic ups and downs the
banking sector of Pakistan faces UN
stability although it is backbone of our
economy. To flourish this new system
were lunched as far as technology is
concern. Time is very important element
in the life of business men. The new

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concept of branchless banking helps them
to save their time. For this we have to
examine impact of branchless banking on
customer satisfaction
1.3 Research Objective
Customer satisfaction is ultimate objective of
any business. In this study I am going to
examine the methods of delivering branchless
banking services to customer effectively which
ultimately leads to customer satisfaction and
retention
1.3.1 Research Question
What are the major factors affecting
customers’ satisfaction with Branchless
Banking or internet banking
1.3.2 Key Research Question
What are the procedures of developing an
efficient branchless banking system
(identify weakness)?
What will be the future of branchless
banking in Pakistan (technological
developments)?
How is the branchless banking organize
all over the Pakistan (rural and urban both
areas)?
1.4 Limitations
Customer knowledge, trust on technology,
proper reply from banks and customers,
technological knowhow these all are the
limitations other than that time, finance,
city law and order situations also impact
on the working. This study is not covering
all the cities of Pakistan. I can only work
in Karachi and study the impact on
customer satisfaction. The reason is that
this city is business hub.
1.5 Scope of study
This study focuses on the customer
satisfaction due to branchless banking.
The study provides proper evidence to
those concern people who can get benefit.
This study also provide them the way that
customer can save not their time but also
save opportunity cost. Also for banking
sector it leads to growth and profitability.
Chapter No 2--- Literature Review:
Overview of Branchless Banking:
Branchless banking is a type of banking
that takes place where the banking
customer does not need to visit a branch or
central location of the bank physically.
Financial institution business may be
completed through technological services,
such as online Banking transactions, over
the Mobile phone, or through an ATM
(Automated Teller Machine) Now a day’s
Branchless banking is very common
activity, and many people are able to
complete all their banking online without
ever having to visit the bank. There are
many benefits to branchless banking to the
customers. There is no need for the human

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to take time out of the day to physically
visit the bank in order to withdraw or
deposit money these activities customer
can do through branchless banking easily
Examples of branchless banking
technologies are the Technology, Internet,
automated teller machines (ATMs), Point
of sale POS devices, and mobile phones
etc. Each of these technologies serves to
deliver a set of branchless banking
services to the customers
International Background of the
Branchless Banking:
The concept of branchless banking first
introduced by United Kingdom after that a
Midland bank has started this concept in
with more futures. At that time Midland
Bank was one of the Big Four banking
groups in the United Kingdom for most of
the 20th century. It is now part of HSBC.
HSBC is a British multinational banking
and financial services company and the
headquartered in London United
Kingdom. It is the world's second largest
bank providing financial services to the
customers. It was founded in London in
1991 by the Hongkong and Shanghai
Banking Corporation to act as a new group
holding company
National Background of the Branchless
Banking:
Pakistan has been declared as a ground
innovation in branchless banking and has
been successful in developing a variety of
business models involving a wide range of
players many banks has played a role in
activities of branchless banking, including
mobile network operators (MNOs),
technology companies and even courier
businesses etc. According to history
Branchless banking concept was first
introduced in Pakistan in April 2008 under
the regulation of State Bank of Pakistan
Government has provided clear guidance
to the financial institutions. (Weijters et
al., 2005, p. 9)
Customer Satisfaction with Branchless
Banking:
In this world all knows that customers
place great importance on the value and
Convenience offered by financial
institutions (Lewis and Soureli, 2006) and
that customer satisfaction (which is
affecting on the service quality
perceptions) Many Research create
confusion and gaps in understanding the
nature of online service quality process,
and how it operates within the financial
institution it depends upon customer lack
of specific knowledge as to how the
quality of Branchless Banking web sites
impacts on customers mentality it all
depends upon customer satisfaction with
their bank (Carmel and Scott, 2009).
Automated transaction of services has the
potential to make customers enthusiastic
about their financial institution. and to tell
other potential customers about its
advantages. After that, automated service
users would be more likely to comment
positively about their bank to other
potential customers, recommending the
bank encouraging and motivating others to

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do business with it (Joseph and Stone,
2003) Vol. 1 | No. 2 | August 2012
Reliability
Reliability involves consistency of
performance and dependability of silk
bank branchless banking activities. It
means that the silk bank performs the
service right the first time to their
customers. It also means that the silk bank
honors its promises with in Pakistan.
Specifically silk bank involves accuracy in
billing in all departments, keeping records
correctly and performing the service at
proper time. (ISSN 2319–6912 (March
2013, issue 2 volume 3) Reliability also
“refers to the correct technical functioning
of a silk bank technology and the accuracy
of service delivery to their customer at a
time with proper management” customers
should be specifically influenced by the
reliability of advance technology because
they might be associated with risks such as
the technology malfunctioning
(Shamdasani 2008)
Fees and Charges:
Fees and charges of every online
transaction impacts on Service quality in
branchless banking financial institution
are important when human internet
interaction is the main service delivery
and communication strategy with their
potential customers. After introducing
branchless banking Silk bank offering
high quality services to satisfy potential
consumers but it needs, that at lower costs,
because it is competitive advantage of silk
bank. Online banking has successfully
reduced operating administrative costs and
other costs In this world every person
want to save money when a silk bank
provides a lower cost services as
compared to other financial institution in
Pakistan result customers prefer a lower
cost bank easily it shows that Cost savings
have helped online based banks offering
lower or no service fees it’s a advantage
for the financial institution for diverting
customers expectation to the online banks,
it means it is hypothesized that fees and
charges have positive impact on customer
satisfaction
Response
Response means Customers are
particularly interested in the speed with
which a service is offered or delivered to
their potential customers (The Wall Street
Journal, 1990). Most researches have
indicated that few customers overrate the
processing time of a services especially in
Pakistan According to employees of silk
bank on certain occasion customers has a
strong liking to carry out the service by
them. This activity is particularly justified
by the willingness of the customers to up
the speed of delivery it is mandatory for
the silk bank to upgrade system and
manage delivery time and follow advance
mood of technology. Because slow service
delivery has a negative effect on few
customers if customers are expecting a

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fast service delivery it is clear that
customers using the service more
positively. That time was an important
factor for each individual in using a new
service or advance technology in banks. In
this fast moving world time savings were
essential for each individual who use
online banking and online shopping
(Hornik, 1984)
Customer Support
Customer support including before sell
support or before doing any transaction
and after sell supports or after doing any
transaction. Before doing any activity
customer make decisions, at that time the
financial institution should give some
support to attract potential customer,
because the customers want to fulfill the
communication gap for example let
customers feel that they are at own place.
The relationship between customers is like
a good friend not like a business person.
After customers buy the services or
products from bank, Bank should solve the
problem that customers have in their mind
and few questions according to the
problems bank needs to communicate with
customer and provide better solution and
easily attract customer through
communication style, in the branchless
banking support is also important for
everyone. Because Not everyone good at
the computer and not everyone now about
branchless banking usage so they need
guide how to use branchless banking. And
maybe someone good at computer but still
have problems and then they also need
support it’s a opportunity for the bank to
communicate with customer and easily
attract them after buying some services
through the internet customers might have
questions in their mind and waiting to
answer so he or she also needs support
from financial institution. So support is
very important for satisfying the
customers
Privacy security
This is the guarantee from the state bank
of Pakistan that the record showing
banking activities and security of account
information is not shared to everyone
(Yang and Fang 2004; Saha and Zhao,
2005). Security and privacy is important in
the decision of consumers to use online or
Internet banking. When the security is
improved in financial institutions then
more customers would be willing to
conduct their transactions over the Internet
(branchless banking). When the security is
not properly provided to the customers it
shown to slow growth of Internet banking
in the country most individuals had
unclear knowledge and understanding of
online banking after using online banking
he knows about the risk and they avail
online baking. Some time individuals are
aware that their bank will protect their
privacy and security and also have strong
confidence in their bank but have a weak
confidence in technology use for online
banking services. Security and privacy
issues are the major factor preventing
customers from using the Internet for
financial transactions finally one of the
most important future challenges facing
each customers of a silk bank is the fear of
higher risks from each online transaction
associated with using the Web branchless
banking and financial transaction over the
bank.

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Website layout
It is necessary for the financial institution
to design a web site visually more
attractive and enjoyable. Discussed
website must content its four aspects about
us, Vision/Mission, information
organization, and structure of all activities.
Silk bank is testing accessibility of their
customer websites with automated tools
advance technology and user accessibility
trials to their website. It is clearly
hypothesized that website layout has a
positive effect on quality of banks to
customer satisfaction. Content on the web
site of the bank is one of the factors
influencing on branchless banking
acceptance. On the other hand, quality of
portal, designs, graphics, Writing or colors
these things identify the good image of the
bank and enhance efficient use of potential
customers. Discuss that such website
features as website speed, Browsing, web
site content and design, navigation,
interactivity privacy and security all
influence on customers satisfaction the
level and nature of customer participation
had the more impact on the quality of the
service experience provided by silk bank
to their customers and issues such as
customers' zone of tolerance, and the
degree of understanding the customer’s
needs and emotional response to their
customers, these impact on service quality
and customer satisfaction in this variable it
is Identified five quality dimensions that
have an impact on “customers”
satisfaction in an using branchless
banking: content of website, accuracy,
format, ease of use, timeliness. It is
hypothesized that website layout has
positive effect on customer satisfaction
Chapter No. 3 --- Research design
The research design was a combination of
quantitative and qualitative research
design so as to obtain detailed information
that helped me to establish the relationship
between Branchless banking and customer
satisfaction.
Reliability
Fees and
charges
Response
Customer
Support
Privacy
Security
Website
Layout
Service
Quality
Customer
Satisfaction

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Hypothesis Development:
Reliability
H1
Reliability has relationship with service
quality in Branchless Banking & impact
on Customer Satisfaction.
Ho
Reliability has no relationship with service
quality in Branchless Banking & impact
on Customer Satisfaction.
Fees and charges
H1
Fees and charges have relationship with
service quality in branchless banking &
impact on customer satisfaction.
Ho
Fees and charges have no relationship
with service quality in branchless banking
& impact on customer satisfaction.
Response
H1
Response has relationship with service
quality in branchless banking & impact on
customer satisfaction.
Ho
Response has no relationship with service
quality in branchless banking & impact on
customer satisfaction.
H1
Customer Support has relationship with
Ho
Customer Support has No relationship
with service quality in branchless banking
& impact on customer satisfaction.
Privacy/Security
H1
Privacy/Security has relationship with
Ho
Privacy/Security has No relationship with
impact on customer satisfaction
Website layout
H1
Website layout has relationship with
Ho
Website layout has No relationship with
impact on customer satisfaction

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Chapter No 4--- Research
Methodology:
Overview
Research Methodology chapter presents
the methodological concerns used in
conducting this research and provides a
justification for steps taken. It covers the
general research perspectives, data
collection summary, statistical
measurement methods, access strategies
and credibility of the research in this
article
Sampling Method and Sample Size:
The study is about impact of branchless
banking service quality on customer
satisfaction of banks online services
provided to the customers, in this study 50
respondents of only Bank AL Habib ltd
have been selected by using convenience
sampling method. Basically Convenience
sampling is a non-probability sampling
technique where respondents are selected
because of their convenient accessibility
and proximity to the researcher.
Target population
The study is depending up on Bank Al
Habib LTD Head office. The target
population for the study is to be 50
Account Holders of the Bank AL Habib
LTD, from them 12 employees of Bank
AL Habib.
Data Collection and analysis
This survey is conducted on Bank AL
Habib LTD in Pakistan city to collect
primary data by using structured
questionnaire; Qualitative approach with
convenience sampling process has been
used to collect data for this research. And
this study called as Case study. All
questions are closed-ended because all
possible answers were given to the
respondents. In the Likert scale (where 1=
strongly disagree to 5 = strongly agree)
has been used for the main research
questions. After data collection, by using
PH state (17.0 versions), analyzing
interpretation have been conducted to test
the strength of associations between the
study and variables
Data Collection Technique
Data collection technique I have used
structured type of questionnaire.
Questionnaire is easy and understandable
for everyone. None of technical terms
used in questionnaire, basically the
Questionnaire is based on some specific
questions related to the dependent variable
and independent variables which can
easily identified a result.

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Chapter No. 5 --- Research Results
HP1 Reliability
Data
Null Hypothesis
= 3
Level of Significance 0.05
Population Standard
Deviation 1.019
Sample Size 50
Sample Mean 3.95
Intermediate Calculations
Standard Error of the Mean 0.144108362
Z Test Statistic 6.592261454
Two-Tailed Test
Lower Critical Value
-
1.959963985
Upper Critical Value 1.959963985
p-Value 4.33178E-11
Reject the null hypothesis
Interpretation:
In this analysis we have put 5 options
Likert scale. We have value of =3 which
is mid-value of the scale. Because system
only find out the middle value.
We put 0.05 as the level of significance
due to management sciences studies.
Following are the interpretation of the
hypothesis.
We use 50 questionnaires of data sample
size is 50
Interpretation hp 1:
 The p- value 4.33178E-11 is less
than 0.05. It means that null
hypothesis is rejected.
 The value of standard deviation comes
out to be 1.019 which can deviate from
its actual value of mean 3.95
 Sample mean is 3.95 which is nearest
to 4. It means that more respondents
are agreed with this statement that’s
why null hypothesis is rejecting.
Reliability impacts on Customer
Satisfaction.
HP2 Responsiveness
Data
Null Hypothesis
= 3
Population Standard
Deviation 1.062401
Sample Size 50
Sample Mean 3.78
Two-Tailed Test
-
1.959963985
p-Value 2.0863E-07
 The value of standard deviation
comes out to be 1.062401 which
can deviate from its actual value of
mean 3.78.
 Sample mean is 3.78 which is
nearest to 4. It means that more
respondents are agreed with this
statement that’s why null hypothesis

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is rejecting. Responsiveness is
impact on Customer Satisfaction.
HP3 Fees and Charge
Data
Null Hypothesis
= 3
Population Standard
Deviation 1.0953
Sample Size 50
Sample Mean 3.715
Two-Tailed Test
-
1.959963985
p-Value 3.91364E-06
comes out to be 1.0953 which can
deviate from its actual value of
mean 3.715
is rejecting. Fees and Charge is
impact on Customer Satisfaction
HP4 Customer Support
Data
Null Hypothesis
= 3
Population Standard
Deviation 1.0774
Sample Size 50
Sample Mean 3.56
Two-Tailed Test
-
1.959963985
p-Value 0.000237544
 The p- value 0.000237544 is less
hypothesis is rejected
comes out to be 1.0774 which can
deviate from its actual value of
mean 3.56.
is rejecting. Customer support is
HP5 Privacy Security
Data
Null Hypothesis
= 3
Population Standard
Deviation 1.206921
Sample Size 50
Sample Mean 3.525

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Two-Tailed Test
-
1.959963985
p-Value 0.002099019
 The p- value 0.002099019 is less
hypothesis is rejected
comes out to be 0.170684405 which
can deviate from its actual value of
mean 3.525
is rejecting. Privacy Security is
Chapter No. 6 --- Conclusion
Conclusions
Customer satisfaction is a critical business
requirement in the banking sector. Giving
value to the customer is an asset to the
organization. While customer satisfaction
is essential in today’s competitive market.
The objective of this study is to find out
customer satisfaction on service quality
variables from the findings, the research
objectives were achieved by identifying
the determinants of service quality as
reliability, fees and charge, responsiveness
customer support privacy security website
layout. By analyzing the impact of service
quality on Customer satisfaction of private
sector banks in
Pakistan, it is observed that out of six
Variables, Fees and charge is having a
high Mean score and the bank should
concentrate on Responsiveness as it has
the least mean score. The Research also
established that the combination of
reliability, fees and charge, responsiveness
customer support privacy security website
layout together have significant effect on
customer satisfaction. Therefore, service
quality has positive effect on customer
satisfaction. The study accomplished that
quality service is an important factor to
satisfied customer satisfaction. In the
world of global economy,
According to the all result, hence this
Research can be concluded that the
responses of respondents on Branchless
banking variables is positive majority
respond are agree and strongly agree to the
effects of branchless banking methods in
Bank al Habib we can find out that the
services of Bank is service is quick, easy
to use, easy to transfer money from one
account to another. The insufficient
number of ATM booths and the customer
representatives for on-line services fairly
respond to clients queries on a timely.
6.2 Recommendations for future
Research
In this section, a list of recommendations
has been presented based on the findings
of the survey conducted on customer’s
satisfaction of private sector bank of
Pakistan. In relation to the findings, the
Research. came up with following
recommendations:

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 Since Bank Al Habib is a service
oriented Financial Institution hence
providing continuous training to the
employees on issues like courtesy,
Behavior and communication skills
while dealing with customers is
more importance.
 And also Bank Al Habib is a
customer oriented organization
hiring potential human resource is a
must. And for this reason, the bank
should hire self-motivated,
enthusiastic employees who will
like to deal with customer and will
try to solve customer complaints
and other issues in an effective
manner. Only then the bank can
render superior customer services
and enjoy the benefit in the long
run.
 In order to retain the existing
customers and to improve service
quality, the Bank Al Habib should
continuously maintain error-free
transactions, since bank accounts
and figures are very sensitive for
each and every customer.
 The Bank Al Habib management
needs to improve quality services so
as to satisfy customer’s needs. The
bank needs to pay much attention
on the customer complaints in order
satisfy the customer’s expectation.
Individual attention should be given
to customers in order to better
understand their needs and better
satisfy them for solving all the
issues of Banks.
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