Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Do operational risk and corporate governance affect the banking industry of Pakistan?

“…Banks also made insurance to cover daily operational risk. Commercial banks in Pakistan are reporting operational risk-related matters on timely basis according to disclosure requirement of SBP Shabbir (2016). The results are in line with the study of Ishtiaq (2015) that proper monitoring and control of operational risk legitimate the effective management of operational risk.…”

Does financial innovation improve performance? An analysis of process innovation used in Pakistan

“…Technological advancement is considered to be one of the driving forces to create new opportunities for the development of the banking sector. Technological innovations are of great value to gain competitive advantage and in today's world this has changed the outlook and approach of the banking sector when compared with traditional banking services (Shabbir, Rehma, Shabbir, 2016). Victor, Obinozie and Echekoba (2015) critically examined the impact of various applications of Information and Communication Technology (ICT) and financial innovation on the financial performance of banks.…”

“…Only a few studies have been conducted before which incorporates all the latest financial innovative products in Asia, particularly in Pakistan. One recent study conducted by Shabbir, Rehma and Shabbir (2016) measured customer satisfaction by taking ATM and e-banking channels used in the banks of Pakistan. Our study makes a real contribution in comparison with the former as we have measured the efficiency ratio of banks in Pakistan by using all the innovative products, such as the use of ATMs, mobile banking, Point of Sale and web banking, taking data from 2007-2016.…”