ISSN: 2265-6294

Modelling Consumer Perception of Service Quality in Banks

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Akintunde Adetayo,Dr. Abdul Rahman bin S Senathirajah,Dr. Syriac Nellikunel Devasia,Dr. Rasheedul Haque

Abstract

The purpose: Examining customers' perceptions of service quality in the banking sector Methodology: By combining quantitative and qualitative methods, a triangulation approach is used to identify factors that affect customer perceptions of service quality. Findings: According to the study, there is a positive relationship between customer perceptions of service quality and the dimensions considered important in their assessment. These dimensions have a direct effect on customer’s satisfaction and direct effect of customer satisfaction on word of mouth. These dimensions are termed as responsiveness, reliability, tangibility, empathy and assurance

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