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Service quality a reflection of organizational performance is known as ultimate measure of customers satisfaction especially in the services sector which retains customers for life. The purpose of this study was to measure banks service attitude by assessing employees and customers perceptions of Pakistani banks. A convenience sampling technique was used in which a spectrum of 200 customers and 100 employees of sampled banks participated in the survey. A five dimensional instrument SERVQUAL adapted from relevant studies was used to measure service attitude of Pakistani banks which was found reliable at 0.8213 Cronbach's alpha, Mean scores, alphas, and Independent samples t-test was used for significance, and variance analysis. Results revealed that significance difference of opinion was found between the perceptions of employees and customers in all the dimensions of service quality which depicts serious initiatives are needed to develop service quality attitude by the Pakistani banks in order to ultimate survival in the banking sector of Pakistan which is very dynamic and competitive.

Measuring Banks Service Attitude: An approach to employee and customer acuities