Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank
International Journal of Business and Economics Research
Volume 4, Issue 2, April 2015, Pages: 30-35
Received: Jan. 29, 2015;
Accepted: Feb. 15, 2015;
Published: Mar. 2, 2015
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K. M. Salah Uddin, Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh
Nymatul Jannat Nipa, Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh
Mamunur Rashid, Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh
The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.
K. M. Salah Uddin,
Nymatul Jannat Nipa,
Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank, International Journal of Business and Economics Research.
Vol. 4, No. 2,
2015, pp. 30-35.
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