Footnote:
Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments May 19, 2023 erstellt
Description:
The purpose of this research is to get a deep understanding about the relationship between service quality and customer satisfaction in Sri Lankan banks. Service quality is measured by different dimensions namely: reliability, responsiveness, assurance, empathy, and tangibles. To assess the service quality on customer satisfaction in both private and public banking sectors in Sri Lanka, the researchers conducted the study as a deductive research approach, and they distributed a google form among 400 bank users dealing with state and non-state banks selected through simple random sampling. The collected data were analyzed using descriptive statistics and, correlation. Findings indicate that all five dimensions of service quality were significantly related to customer satisfaction. Results of this study would contribute to both private and public banks to know how to provide effective banking services and to make better decisions in order to satisfy their customers. Furthermore, the researchers recommend for future researchers to expand the scope of their studies with a comparison of private and public banking sectors and further studying about both traditional and online banking systems