The results indicate that ‘reliability’, tangible and responsiveness respectively considered as high-performance dimensions while empathy and assurance are indicated as low-performance dimensions.
5. CONCLUSION The study concluded that the Extended model of Weighted SERVPERF model has been validated by achieving the recommended value of uni-dimensionality, construct reliability, construct validity and model-fit indices through structural equation modeling (SEM) and also by using confirmatory factor analysis (CFA). The result shows a significant and positive relationship of dimensions of service quality with customer satisfaction. The extended model of Weighted SERVPERF achieved partial mediation. The study also identified the differences regarding customer perception with respect to three banking sub-sectors. The conventional banks in the private sector are distinguished as high performance followed by Islamic banks, whereas the public sector conventional banks are indicated as low-performance sectors. The study also identified the high and low-performance dimensions for all three sub-sectors along with the entire commercial banking sector of Pakistan.
6. AVAILABILITY OF DATA AND MATERIAL Data can be made available by contacting the corresponding author.
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