Citation:Siriwardana, D.A. and Rathnasiri, U.A.H.A. 2016. Impact of Service Quality on Customer Satisfaction: A Study of State Banks & Private Banks in Sri Lanka. In Proceedings of the Undergraduates Research Conference - 2016, 11th January 2017, Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka.
Date:2016
Abstract:
Commercial banks play a major role in the economic development of the
country. Customers prefer to get the maximum satisfaction; hence providing
better service quality is the key to success and gives competitive advantage.
This research is solely focused on service quality to determine the customer
satisfaction. The aim of this study is to identify the impact of service quality
on customer satisfaction using service quality dimensions by comparing
government banks and private banks in Sri Lanka. Primary data were collected
through a questionnaire and the stratified simple random sampling method
used. Data were collected from respondents representing two state banks and
two local private banks in Colombo district on SERVQUAL scale measure.
Descriptive analysis, correlation analysis and regression analysis were used to
evaluate the level of service quality. The results indicated significant positive
relationship between service quality and customer satisfaction in the banking
sector. The research findings showed the offering of high quality service will
increase the customer satisfaction level, which leads to high level of customer
loyalty for successful performance of banks.