This research paper discusses customer satisfaction with respect to services provided by a certain retail bank located in the vicinity of Islamabad. The research analyzes perception response of customers dealing with the a single branch of the subject bank, Faysal Bank Ltd. Service Quality is measured on five dimensions i.e. tangibles, assurance, reliability, responsiveness and empathy. Statistical tools have been employed to gather descriptive data for the particular branch. The results show the extent to which customer perceptions of service quality are influenced by the traditional five dimensions of service quality. These results may prove to be useful for the said bank if it ever feels the need to boost its image in the minds of customers. Marketing research is especially imperative for service providers and is carried out by most of the major and successful international corporations.

BBA