Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank

K. M. Salah Uddin; Nymatul Jannat Nipa; Mamunur Rashid

doi:doi:10.11648/j.ijber.20150402.12

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Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank

K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid

Published in International Journal of Business and Economics Research (Volume 4, Issue 2)

Received: 29 January 2015 Accepted: 15 February 2015 Published: 2 March 2015

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Abstract

The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.

Published in	International Journal of Business and Economics Research (Volume 4, Issue 2)
DOI	10.11648/j.ijber.20150402.12
Page(s)	30-35
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2015. Published by Science Publishing Group

Keywords

Customer Satisfaction, Service Quality, Jamuna Bank Limited, Bangladesh

References

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APA Style

K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid. (2015). Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. International Journal of Business and Economics Research, 4(2), 30-35. https://doi.org/10.11648/j.ijber.20150402.12

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ACS Style

K. M. Salah Uddin; Nymatul Jannat Nipa; Mamunur Rashid. Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. Int. J. Bus. Econ. Res. 2015, 4(2), 30-35. doi: 10.11648/j.ijber.20150402.12

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AMA Style

K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid. Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. Int J Bus Econ Res. 2015;4(2):30-35. doi: 10.11648/j.ijber.20150402.12

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@article{10.11648/j.ijber.20150402.12,
  author = {K. M. Salah Uddin and Nymatul Jannat Nipa and Mamunur Rashid},
  title = {Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank},
  journal = {International Journal of Business and Economics Research},
  volume = {4},
  number = {2},
  pages = {30-35},
  doi = {10.11648/j.ijber.20150402.12},
  url = {https://doi.org/10.11648/j.ijber.20150402.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20150402.12},
  abstract = {The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.},
 year = {2015}
}

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TY - JOUR
T1 - Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank
AU - K. M. Salah Uddin
AU - Nymatul Jannat Nipa
AU - Mamunur Rashid
Y1 - 2015/03/02
PY - 2015
N1 - https://doi.org/10.11648/j.ijber.20150402.12
DO - 10.11648/j.ijber.20150402.12
T2 - International Journal of Business and Economics Research
JF - International Journal of Business and Economics Research
JO - International Journal of Business and Economics Research
SP - 30
EP - 35
PB - Science Publishing Group
SN - 2328-756X
UR - https://doi.org/10.11648/j.ijber.20150402.12
AB - The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.
VL - 4
IS - 2
ER -

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Author Information

K. M. Salah Uddin

Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh
Nymatul Jannat Nipa

Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh
Mamunur Rashid

Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh

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APA Style

K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid. (2015). Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. International Journal of Business and Economics Research, 4(2), 30-35. https://doi.org/10.11648/j.ijber.20150402.12

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ACS Style

K. M. Salah Uddin; Nymatul Jannat Nipa; Mamunur Rashid. Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. Int. J. Bus. Econ. Res. 2015, 4(2), 30-35. doi: 10.11648/j.ijber.20150402.12

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AMA Style

K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid. Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. Int J Bus Econ Res. 2015;4(2):30-35. doi: 10.11648/j.ijber.20150402.12

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@article{10.11648/j.ijber.20150402.12,
  author = {K. M. Salah Uddin and Nymatul Jannat Nipa and Mamunur Rashid},
  title = {Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank},
  journal = {International Journal of Business and Economics Research},
  volume = {4},
  number = {2},
  pages = {30-35},
  doi = {10.11648/j.ijber.20150402.12},
  url = {https://doi.org/10.11648/j.ijber.20150402.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20150402.12},
  abstract = {The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.},
 year = {2015}
}

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