The relationship between the drivers ofTrust and customer satisfaction in the banking sector in the Pakistan

Trust and customer satisfaction

1. THE RELATIONSHIP
BETWEEN THE DRIVERS OF
TRUST AND CUSTOMER
SATISFACTION IN THE
BANKING SECTOR IN
PAKISTAN
Presented By:
Amna Mubeen R035
Laiba Faheem R028
Presented to:
Dr. Muhammad Mubushar
TOPIC:

2. - Customer satisfaction is a critical component of business
success
- Trust is a key driver of customer satisfaction
- The banking sector in Pakistan faces challenges in building
and maintaining trust with customers
INTRODUCTION
1

3. OBJECTIVES
2
- Research Question: What is the relationship between the drivers of trust and
customer satisfaction in the banking sector in Pakistan?
- Research Objectives:
- Examine the relationship between the drivers of trust and customer satisfaction
- Determine the extent to which each driver of trust influences customer
satisfaction
- Identify the most significant drivers of trust that impact customer satisfaction
- Develop strategies to improve customer satisfaction by enhancing the drivers of
trust

4. CONCEPTUAL FRAMEWORK
3
- H1: Customer trust is positively related to
customer loyalty
- H2: Customer satisfaction is positively
related to customer loyalty
- H3: Customer satisfaction is positively
related to customer trust

5. METHODOLOGY
- Mixed-methods approach
- Survey questionnaire administered to 500 online retail customers
- 20 in-depth interviews conducted with customers who had experienced
both satisfactory and unsatisfactory transactions
- Correlation and regression analysis used to identify significant drivers of
trust and their impact on customer satisfaction
- Thematic analysis used to gain a deeper understanding of how customers
perceive and experience trust and satisfaction
4
- Mixed-methods approach
- Survey questionnaire administered to 500 online retail customers
- 20 in-depth interviews conducted with customers who had experienced
both satisfactory and unsatisfactory transactions
- Correlation and regression analysis used to identify significant drivers of
trust and their impact on customer satisfaction

6. 5
VARIABLE DEFINITIONS
- Customer Reliability: likelihood of a customer to meet their
financial obligations in a timely and consistent manner
- Customer Consistency: extent to which a customer's behavior
conforms to a consistent pattern over time
- Customer Communication: process by which organizations and
customers exchange information, ideas, and feedback
- Customer Satisfaction: extent to which a product or service
meets or exceeds customer expectations

7. 6
CONCLUSION
- Two-way exchange: Information, ideas, and feedback between organizations and
customers
- Multi-channel approach: Face-to-face, phone, email, social media, and more
- Timely and responsive: Quick resolution of issues and concerns
- Clear and concise: Easy-to-understand messaging
- Active listening and empathy: Understanding and acknowledging customer needs and
feelings
- Personalization and customization: Tailoring communication to individual customers
- Consistency and reliability: Same message and quality across all channels
- Builds trust and loyalty: Fosters long-term relationships and positive word-of-mouth
- Drives business success: Differentiates organizations and enhances customer
experience

8. THANK YOU