The relationship between service quality and customer satisfaction in Dhaka banking sector Bangladesh

Sumaia, Ahmed Asha

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Type :	Thesis
Subject :	HG Finance
Main Author :	Sumaia, Ahmed Asha
Title :	The relationship between service quality and customer satisfaction in Dhaka banking sector Bangladesh
Hits :	6

Place of Production :	Tanjong Malim
Publisher :	Fakulti Pengurusan dan Ekonomi
Year of Publication :	2023
Corporate Name :	Perpustakaan Tuanku Bainun
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Abstract : Perpustakaan Tuanku Bainun

The aim of this study is to investigate the relationship between service quality and customer satisfaction in the Dhaka banking sector. Specifically, the objectives are to determine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance, and empathy) and customer satisfaction. A quantitative research design was applied to the study. A total of 379 customers were selected from 19 banks operated in Dhaka as a research sample through a proportionate sampling method. Data analysis using Pearson Moment Correlation Coefficient and multiple regressions was performed to determine the relationship between service quality and customer satisfaction. The results of the Correlation Coefficient showed that tangibility has a significant relationship with customers_ satisfaction with a beta value of .416 and is significant at p

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