Service quality and its impact on customer satisfaction - case study in development banks in southern province in Sri Lanka

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.