期刊名称：International Journal of Innovative Research in Science, Engineering and Technology
印刷版ISSN：2347-6710
电子版ISSN：2319-8753
出版年度：2017
卷号：6
期号：4
页码：5112
DOI：10.15680/IJIRSET.2017.0604002
出版社：S&S Publications
摘要：The main objective of this paper was to determine the satisfaction level of customers in commercialbanks in Botswana using the SERVQUAL model. To meet the objective of the paper, SERVQUAL model was used todetermine the level of customer satisfaction in commercial banks customers in Botswana. Descriptive research designwas used for this study, where the data was collected through the questionnaire. The results show that customers werenot completely satisfied with the assurance, responsiveness, tangibles and reliability of commercial banks in Botswana.It was therefore recommended that the banks must improve on service quality to increase customer satisfaction. It isvery essential that commercial banks should put in place the right kind of systems to further cut down on service timeand render instantaneous services to the customer.
关键词：Customer Satisfaction; Service quality; SERVQUAL model; Banks
