IMPACT OF PERCEIVED SERVICE QUALITY ON CUSTOMER SATISFACTION: AN ASSESSMENT OF AGRICULTURAL LOANING SCHEMES OFFERED BY ZARAI TARAQIATI BANK

Abstract

The agriculture sector is the blood line for Pakistan’s economy. The subsidies in the form of loaning-schemes facilitate the flow of funds from areas of surplus to areas of deficit.The resultshows the significant impact of all variables towards customer satisfaction(P<0.01).An attempt has been made in thestudyto ascertain the amountof gratificationforfarmers about agricultural finance schemes provided by public sector banks to fulfill timely needs of farmers with reference to Zarai Taraqiati Bank,Limited. In present study, erectionof banking as regards to SERVQUAL measurementsviasatisfaction of the farmers from the loan was studied. The relationship of service quality dimensions wereexaminedusing structural equation modeling (SEM) analysis. The F-value (64.17) of alterationsisgoodwhich suggeststhemodel is robustand fit, that means variation among all variables are up tothe mark. The study exposed that SERVQUAL dimensions (reliability,tangibility,responsiveness, empathy, assurance) haveinfluenced the customer satisfaction.