Service Quality Base for Bank Customer Satisfaction and Trust: A Study of Aziz Bank
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 5
Abstract
Service quality is an important idea inside the carrier enterprise and is extra crucial for economic provider carriers who've issue in displaying their client’s product differentiation. In this concern present study were conducted to identify role of service quality in customer satisfaction and trust. So data were collected from 250 banking customers and were analyzed and tested through regression models conceived. The results of study reveal that Customer satisfaction among banking customers has significant dependency on Service Quality dimensions such as Service Quality Access, Service Quality Assurance, Service Quality Reliability, Service Quality Empathy, Service Quality Tangibility and Service Quality Responsiveness. Further, Service Quality Assurance is not found to be significant. Which means customer satisfaction in the banking sector does not depend significantly on the Service Quality dimension Assurance. Moreover, Customer trust depends on the customer satisfaction in the banking sector.
Authors and Affiliations
Dr. Adil Rasool, Abdul Rehman Siddiq, Dr. Waheed Ullah
Keywords
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- EP ID EP411117
- DOI 10.9790/487X-2005013138.
- Views 61
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