期刊名称：Pakistan Journal of Commerce and Social Sciences
印刷版ISSN：1997-8553
出版年度：2012
卷号：6
期号：2
页码：242-256
语种：English
出版社：Johar Educational Society
摘要：This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customersatisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural equation modeling was used to analyze data. Measurement model and structural model indicate that service quality and fair service charge both havepositive direct impact on customer satisfaction in a mass service industry (i.e., banking industry). It was further observed that they also have indirect influence on customer satisfaction through perceive value, i.e. perceived value has mediating role betweenquality, charge fairness and satisfaction. Bank managers are recommended to formulate operations and marketing strategies that focus on desires of customers to enhance level of satisfaction.
