Noble International Journal of Business and Management Research


Online ISSN: 2520-4521 | Print ISSN: 2522-6606

Archives

    Volume 4 Number 12 December 2020

SERVQUAL MODEL FOR MEASURING CUSTOMER SATISFACTION: AN ANALYSIS OF QUANTITATIVE DATA

Pages: 117-125
Authors: Md. Mobarak Karim
Abstract
In the globalization era the customers are the major assets of every organization. In order to meet these challenges, the banking industries or any business organization is ensuring quality for measuring satisfaction level of customer. Service quality is the crucial factors of enlightening the customer’s satisfaction in most organizations. The main objective of the study is to find out the influence of service quality on customer satisfaction. This study is based on primary data and the questionnaire method is being used and the questionnaire was distributed among different customers in the organization. Target population was the customers of the organization. The service quality model included questions that are covering the five dimensions of the service like tangibility, responsiveness, assurance; reliability and empathy. Convenience sampling techniques were used for this study. The data was gathered by using self-administered questionnaire and the participation was voluntary. The study found out that the customers are aware about tangibility, responsiveness, assurance; reliability and empathy in the organization that helps to create satisfaction level of the customers. The study suggested that organization should consider raising awareness among the customers about the product or services through advertising and promotion rather than word-of-mouth communication.

Aim & Scope Instructions for Authors Editorial Board Indexed/abstracted in Submit Manuscripts Archive

Call for Papers

Call for Quality PapersAuthors are invited to submit their quality and original research manuscripts/articles for possible publication in the following journals. Following journals are published by Noble Academic Publisher (NAP). Noble Internati...

Read More

Publication Ethics

Publication Ethics and Malpractice StatementAcademic ethics are the necessary fundamental principle of research  reputation. To pr...

Read More

Article Processing Charge

Article Processing Charges [APC]As with any other Open Access publishing company, with NAP there is no paper, no mailing, no subscriptions, and no restriction against using and sharing our journals. But we do have to pay for maintaining pub...

Read More