THE EFFECT OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION: THE CASE OF CONSTRUCTION AND BUSINESS BANK

Abstract

Using the SERVQUAL model, this study aimed to examine the impacts of service quality on customer‘s satisfaction in construction and business bank. A total of 196 which have current and saving account in construction and business bank are participated in this study. Gap analysis was used to determine the perceived importance and satisfaction on each dimension of service quality. The study found that the correlation value between service quality and customer satisfaction is 0.526. It is significant at 0.01 levels. There is positive linear relationship between the service quality and customer satisfactions. Regression analysis was conducted to test the relationship between service quality and levels of customer satisfaction. Results indicated that reliability, responsiveness, assurance and empathy have significantly positively influenced customer attitudes in terms of satisfaction and tangibility has not significant to customer satisfaction. Finally, service quality influences on customer satisfaction. The study further points out that keen attention should be paid to polish service quality. Because, service quality are inter related with customer satisfaction.