Özet:

The purpose of the research paper is to collect information about the impact of service quality on customer satisfaction in National Bank of Pakistan. In business world it is believe that customers are considered the impotent to run every kind of business and makes profit. Therefore, studies need to focus the changing role of banking system. To test the impact of service quality on customer satisfaction the data collected from 150 customers of National bank of Pakistan. The statistical populations of the research are the customers of National banks and the data was collected using the questionnaire and also the data has been analyzed using SPSS software. The results of the study indicate that there is positive significant relationship among service features. Service quality and customers complaints. Key Words: Banking Sector, Serives, Quality, Customer Satisfaction.

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