Digital Repository

The impact of customer retention and customer service quality on customer satisfaction in the Sri Lankan banking sector

Show simple item record

dc.contributor.author Madushanka, G.G.A.S.D.
dc.date.accessioned 2015-11-12T04:03:11Z
dc.date.available 2015-11-12T04:03:11Z
dc.date.issued 2015
dc.identifier.citation Madushanka, G.G.A.S.D. 2015. The impact of customer retention and customer service quality on customer satisfaction in the Sri Lankan banking sector. Proceedings of the Undergraduates Research Conference, Department of Accountancy, University of Kelaniya, Sri Lanka. en_US
dc.identifier.uri http://repository.kln.ac.lk/handle/123456789/10263
dc.description.abstract It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. s. The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. (Ganjinia, Gilaninia, & Tajani, 2013) Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. This study will be undertaken with the objective of finding out the impact of the service quality on customer‘s satisfaction in banking sectors. For this study, Quality of services will be evaluated by reliability, functionality, responsiveness service design and assurances, and also reviewed with help of the GAP (SERVQUAL) analyze. Primary data will be collected through by developing self-administered questionnaire from the selected customers. Formal Interview and focus group discussion will be taken place to find out the influences on purchasing. The data will be contained the personal details, demographic details and perception of Customers on all dimensions of service quality. Such analysis will be helpful to guide to actions that must be taken by the service provider to retain it’s predict customers. en_US
dc.language.iso en en_US
dc.publisher Department of Accountancy, University of Kelaniya en_US
dc.subject Customer retention en_US
dc.subject service quality en_US
dc.subject Customer satisfaction en_US
dc.subject Sri Lankan banking sector en_US
dc.title The impact of customer retention and customer service quality on customer satisfaction in the Sri Lankan banking sector en_US
dc.type Article en_US


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search Digital Repository


Browse

My Account