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Study on Perceived Service Quality & Customer Satisfaction in Public Sector and Private Sector Banks in Sri Lanka

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dc.contributor.author Kalansuriya, P.V.
dc.contributor.author Fernando, P.M.P.
dc.date.accessioned 2017-09-14T10:46:42Z
dc.date.available 2017-09-14T10:46:42Z
dc.date.issued 2017
dc.identifier.citation Kalansuriya, P.V. and Fernando, P.M.P.(2017).Study on Perceived Service Quality & Customer Satisfaction in Public Sector and Private Sector Banks in Sri Lanka.2nd Student Research Conference on Marketing (SRCM), Department of Marketing Management, University of Kelaniya, Kelaniya. p 58. en_US
dc.identifier.uri http://repository.kln.ac.lk/handle/123456789/17461
dc.description.abstract The banking industry in Sri Lanka is currently facing dynamic challenges with the competition from industry players. The public and private sector players are trying to attract and retain a larger customer base which results in various strategies in service delivery. Service quality is a vital competitive strategy followed by banks to satisfy and retain its customers. This research used Attribute Service Model by Haywood-Farmer (1988) to measure the service quality of public and private sector banks and further it explored the customer satisfaction based on service quality in banks. For the research study, the sample was gathered from the Gampaha District and convenience sampling method was used to select the sample of 100 respondents. Both Pearson’s Correlation and Regression Analysis carried out showed that professional judgmental factors, physical facility judgmental factors and behavioral judgmental factors of service quality are leading to a positive relationship with customer satisfaction on public and private sector banks. en_US
dc.language.iso en en_US
dc.publisher Department of Marketing Management, University of Kelaniya,Sri Lanka. en_US
dc.subject Service quality en_US
dc.subject Customer satisfaction en_US
dc.subject Attribute Service Model en_US
dc.subject Professional judgmental factors en_US
dc.subject Physical facility judgmental factors en_US
dc.subject Behavioral judgmental factors en_US
dc.title Study on Perceived Service Quality & Customer Satisfaction in Public Sector and Private Sector Banks in Sri Lanka en_US
dc.type Article en_US


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