Abstract:
Customer satisfaction is one of the major objectives of each organization. In sen-ice
industry the quality of the service is highly affected to the satisfaction of customer
other than all other factors. This phenomenon is same to the development bank industry
in Sri Lanka. This study aims to analyze, how service quality affected to the satisfaction
of customers of two development banks in Southern Province and this is to furtherance
of my previous study. It is adopted survey method, as main research methodology and
questionnaire as research tool for understand the customer and managers perception.
The quality related variables such as reliability, reactive ness. self-reliance, good
rapport and sensible were checked through questionnaire. Further it was used
observation method to collect more information of the performance of these
organizations.
Finally it was concluded that both bankers arc quality conscious, one bank pay
individualize attention to each customer and both are towards customer satisfaction
through improvement of quality of service.
