Service Quality and its Effect on Customer Satisfaction.

      Аннотация: In today’s competitive environment delivering high quality service is the key for sustainable competitive advantage. Customer’s satisfaction does have a positive effect on an organization’s profitability. The development and improvement of service quality in banking services is a concern of society from year to year. This can be seen increasing competition in service quality in banking. Quality of care is a top priority in creating customer satisfaction. The bank managers should consider which dimensions of the service quality is most important and has to evaluate the level of its service quality frequently. Hence, it is important for the bank managers to seriously recognize the importance of bank service improvement for their business. The main point to be discussed here is how banks can measure frequently its effectiveness of quality service provision from the eyes of its customers.

Ключевые слова: Customer Expectation, Customer Perception, Customer satisfaction, Gap Analysis, service quality, SERVQUAL, multipleregression