期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2010
卷号：5
期号：4
页码：117
DOI：10.5539/ijbm.v5n4p117
出版社：Canadian Center of Science and Education
摘要：Financial liberalization has led to intense competitive pressures and private banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This article examines the influence of perceived service quality on customer satisfaction. The article concludes that increase in service quality of thebanks can satisfy and develop customer satisfaction which ultimately retains valued customers.
