Background

State Bank of Pakistan (SBP) was incorporated under the State Bank of Pakistan Act, 1956, which gives the
Bank the authority to function as the central bank of the country. The SBP Act mandates the Bank to
regulate the monetary and credit system of Pakistan and to foster its growth in the best national interest
with a view to securing monetary stability and fuller utilization of the country’s productive resources.

Research Objectives
The primary objective of this survey is to assess the level of banking service quality being provided by the
commercial banks to its accountholders. Further, to identify the gaps in service delivery and
improvements that can be brought through regulation and policy making for better provision and delivery
of these services to accountholders.

The research study will enable SBP to gauge the level of satisfaction of bank accountholders with the
quality of services being provided to them by their bank. The research study will be able to assess the
followings:

 Identify strong and weak points of service delivery.

 Identify gaps within service delivery.
 Provide recommendations on what regulatory and policy changes can be brought about in order
to improve service delivery and ensuring consumer protection.

Description of Approach, Methodology and Work Plan

a) Technical Approach and Methodology
 The quantitative research technique of Random door-to-door PAPI1 Face-to-Face (F2F)
Interviews will be used to obtain the requisite information.
 Agency will develop the questionnaire (in English and Urdu) in consultation with the
client.
 In order to minimize the sampling errors, the questionnaire will be designed in such a way
that it is short and precise.
 Questionnaire will include both close and open ended questions in following proportion:
 Close ended questions : 95%
 Open ended questions : 5%
 A thorough training/mock session will be conducted before the commencement of
fieldwork.
 Primary and backup interviewers will be selected as per their performance during
the mock session.
 Interviewers will be selected on the basis of their relevant experience,
comprehension/flow of questionnaire, politeness/humbleness and a way of conducting
interview.

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Pen And Paper Interview

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  As a mandatory requirement, selected interviewers will sign a “non-disclosure
agreement”, which bounds them to maintain the confidentiality of the study.
 A team of experienced interviewers will conduct random face-to-face interviews with the
target respondents using a structured questionnaire in Urdu at the targeted cities.
 The interviewer will greet the participant and ask them to spare some time to engage in
a short face to face interview. Only willing respondents will be interviewed in this study.
 At the end of the interview, interviewer will specifically ask for the contact number of the
respondent.
 The provision of the contact number will be at the discretion/willingness of the
respondent.
 After each successful interview, each respondent will check the questionnaire and make
sure that the questionnaire is completely filled as per the instructions provided to her in
briefing/mock sessions.
 On an average, each interview will last approximately 10 to 15 minutes.
 In order to gauge the incidence/response rate, each interviewer will maintain a contact
sheet.
 A minimum of 10% randomly selected questionnaires will be back checked to ensure
authenticity.
 The data will then be processed and analyzed accordingly.
 Quantitative Research Report will be developed to share the findings on an overall basis
and sub group wise followed by actionable insights and way forward for SBP management
team review.
 Report will be submitted to SBP in hard as well as soft copy.

b) Sample Design
 A total of 4,000 interviews will be conducted during the course of this study.
 Stratified sampling technique is used to develop the sample split of the study to cluster the sample
in provinces and divisions.
 Sampling unit used for this study is house hold count2 in relevant province / division / division
capital district.
 The sample for this study has been extracted using a multistage sampling technique.
1. At first level, proportionate stratified sampling has been opted, based on geography.
a. At first stage, sample has been drawn from each province
b. At second stage, sample has been drawn from 34 divisions (including AJK3 and
GB4)
c. At third stage, sample has been drawn from divisional capital districts.
d. Afterwards, sample has been further segregated into urban and rural proportion
(given in the brief - 70:30 respectively) for each capital district.

2
2015 estimates by PBS (Pakistan Bureau of Statistics), based on 1998 census
3
Azad Jammu Kashmir
4
Gilgit Baltistan

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 2. At second level, systematic random sampling will be opted for field execution in urban &
rural surroundings in capital districts.
 Household in each selected block /UC5 shall be contacted as N/nth household (where N = total
household of target divisional district and n = sample drawn in the divisional district)
 To make the sample more representative, the fieldwork will be conducted at UC/Block level within
rural/urban surroundings of targeted divisional district capital.
 Following is the sample design developed for conducting Banking Services Quality Survey for SBP
across Pakistan:
Sample Split

Sr. No. Provinces Total Urban Rural

1 Punjab 2,020 1,414 606

2 Sindh 1,142 799 343
3 KPK 501 351 150
4 Balochistan 220 154 66
5 AJK 93 65 28
6 Gilgit Baltistan 24 17 7
Grand Total 4,000 2,800 1,200

Below, please find the province-wise sample split:

a) Punjab:
Sample Split of Punjab

Sr. No. Divisions Total Urban Rural

1 Bahawalpur 217 152 65
2 D.G Khan 192 134 58
3 Faisalabad 262 183 79
4 Gujranwala 305 214 91
5 Lahore 343 240 103
6 Multan 232 162 70
7 Rawalpindi 179 125 54
8 Sahiwal 142 100 42
9 Sargodha 148 104 44
Grand Total 2,020 1,414 606

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Union Council

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b) Sindh:
Sample Split of Sindh

Sr. No. Divisions Total Urban Rural

1 Hyderabad 235 164 71
2 Karachi 409 286 123
3 Larkana 153 107 46
4 Mirpur Khas 97 68 29
5 Shaheed Benazirabad 121 85 36
6 Sukkur 127 89 38
Grand Total 1,142 799 343

c) KPK:
Sample Split of KPK

Sr. No. Divisions Total Urban Rural

1 Bannu 34 24 10
2 D.I.Khan 33 23 10
3 Hazara 85 59 26
4 Kohat 40 28 12
5 Malakand 118 83 35
6 Mardan 72 51 21
7 Peshawar 119 83 36
Grand Total 501 351 150

d) Balochistan:
Sample Split of Balochistan

Sr. No. Divisions Total Urban Rural

1 Kalat 41 29 12
2 Makran 22 15 7
3 Naseerabad 36 25 11
4 Quetta 77 54 23
5 Sibi 16 11 5
6 Zhob 28 20 8
Grand Total 220 154 66

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 e) AJK:
Sample Split of AJK

Sr. No. Divisions Total Urban Rural

1 Mirpur 38 26 12
2 Muzaffarabad 25 18 7
3 Rawalakot 30 21 9
Grand Total 93 65 28

f) Gilgit Baltistan:
Sample Split of Gilgit Baltistan

Sr. No. Divisions Total Urban Rural

1 Gilgit 17 12 5
2 Baltistan 7 5 2
Grand Total 24 17 7

c) Work Plan

Timelines:

Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week Week
Time plan
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Go ahead/Signing of Contract Ж
Development/Approval of
Ж
questionnaire and SOPs
Identification of target areas
Ж
per city
Inception report to SBP Ж
Briefing/Mock Session
(selection of primary and back
Ж
up interviewers and mystery
shoppers)
Formal permission for the
selected interviewers to
Ж
conduct fieldwork in target
areas
Pre-field working (photocopies
Ж
of questionnaire, logistics etc.)
Field Work of DDS Ж Ж Ж Ж Ж Ж Ж Ж Ж Ж Ж
Back Checking Ж Ж Ж Ж Ж Ж Ж Ж Ж Ж Ж
Data Processing
(Coding/Entry/Tabulations/Ana Ж Ж Ж Ж Ж Ж Ж Ж Ж Ж Ж
lysis)
Submission of comprehensive
report in Microsoft excel and
Ж
power point presentation
format