期刊名称：European Journal of Business and Social Sciences
印刷版ISSN：2235-767X
出版年度：2016
卷号：4
期号：11
页码：130-141
出版社：European Society of Business and Social Sciences
摘要：Customers’ expectations and needs is a driving force forproviding quality service to current customers as well as toattract new customers. This study identifies and measures therelevant determinants of Service Quality (SERVQUAL) vis-à-vis theoverall customer satisfaction levels of Saudi bank customers. Thesurvey revealed that they have a significant positive perceptiontowards the six SERVQUAL determinants and customer satisfaction, at1% level. Further all the six SERVQUAL determinants are significantlyrelated to and explain about 84% of overall customer satisfaction. Itwas observed that the female customers perceived higher level ofpositive perception towards the SERVQUAL determinants andcustomer satisfaction as compared to male customers. Also, customersbelow 35 years had positive perception towards communication andthose having bachelor’s degree and above perceive better reliability inbanking services. This study provides insights to Saudi banks onappropriate banking service that suite customer needs.
关键词：SERVQUAL; Service Quality; Customer Satisfaction;Customer Perception; Banking Industry; Saudi banks.
