Service quality measurement in Malaysian Banks

Abstract

This paper investigates the various dimensions of service quality and how these dimensions determine customer satisfaction of Malaysian Banks. A customer always wants something and expects that the bank should come up to the level to fulfil those needs. Again, the more you provide, still more the consumer needs. Service quality is about meeting customers’ needs and requirements, and how well the service level delivered matches customer expectations. Service quality in banking implies consistently anticipating and satisfying the needs and expectations of customers. Further multivariate regression analysis was used to find out the impact of service quality dimensions on customer satisfaction. Reliability and service interaction were found to be significant variables to customer satisfaction.