Impact of Service Quality on Customer Satisfaction: A Study on Southeast Bank Limited
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 1
Abstract
Commercial banks provide various financial services to its customers. In the competitive banking arena, quality service is a burning issue as the success of obtaining customers’ satisfaction. This paper focuses on the drivers of customer satisfaction for financial services and tries to know the relationship among service quality, price and customer satisfaction through the Southeast Bank Limited, Goneshtola Branch, Dinajpur. Data were collected purposively from 42 different customers. A questionnaire elicited information on sociodemographic variables along with human, technical, and tangible aspects of service quality and customer satisfaction. Three aspects of service quality—people, process through technology, and physical evidence are considered for this study. Results suggest that better human, technical and tangible aspects of service quality of the bank increase customer satisfaction. The research also provide the evidence of customer satisfaction and their retention through improved service quality and maintaining reasonable price of the services.
Authors and Affiliations
Md. Kutub Uddin, Md. Mamunar Rashid, Muhammad Jakir Hossain
Keywords
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- EP ID EP409527
- DOI 10.9790/487X-2001051724.
- Views 66
- Downloads 0
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