Service Quality Impact on Customer Satisfaction: In the Study of Mongolian Banking Sector
Journal Title: International Journal of Trend in Scientific Research and Development - Year 2019, Vol 4, Issue 1
Abstract
This research contributes to the literature by considering a model for examining the quality of services in the banking industry. The results showing support for the hypothesis suggest that the five SERVQUAL factors can be used to test the banking services based on the whole system. Previous studies have established that satisfying customers is not enough to maintain them, as even satisfied customers in many industries can suffer high defects. Mongolian Banks operate in 95 of the financial industry and 13 Khaan, Golomt, Khas, TDB, State, Ub City, Capital, Capitron, Chinggis Khan, etc. commercial banks offer financial services to 2 million customers. Financial sectors fully privatized and more competitive which means customers use the services of different banks at the same time. In this way, the Mongolia context offers a good opportunity for investigating the issue of banking quality. Many customers find it difficult to understand the complex nature of financial products and therefore tend to focus on brand names that are typically focused on quality services. Damjin Chimed-Ochir | Tsetsegmaa Khaidav "Service Quality Impact on Customer Satisfaction: In the Study of Mongolian Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29568.pdf Paper URL: https://www.ijtsrd.com/economics/development-economics/29568/service-quality-impact-on-customer-satisfaction-in-the-study-of-mongolian-banking-sector/damjin-chimed-ochir
Authors and Affiliations
Damjin Chimed-Ochir | Tsetsegmaa Khaidav
Keywords
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