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 result
shows the significant impact of all variables towards customer satisfaction (P<0.01). An attempt has
been made in the study to ascertain the amount of gratification for farmers 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, erection of banking as regards to SERVQUAL
measurements via satisfaction of the farmers from the loan was studied. The relationship of service
quality dimensions were examined using structural equation modeling (SEM) analysis. The F-value
(64.17) of alterations is good which suggests the model is robust and fit, that means variation among
all variables are up to the mark. The study exposed that SERVQUAL dimensions (reliability,
tangibility, responsiveness, empathy, assurance) have influenced the customer satisfaction.