Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

• Main Authors: Islam, Rafikul, Ahmed, Selim, Rahman, Mahbubar, Al Asheq, Ahmed
• Format: Article
• Language: English; English; English
• Published: Emerald Publishing House 2021
• Subjects: HF5001 Business. Business Administration
• Online Access: http://irep.iium.edu.my/94321/1/94321_Determinants%20of%20service%20quality.pdf; http://irep.iium.edu.my/94321/2/94321_Determinants%20of%20service%20quality_SCOPUS.pdf; http://irep.iium.edu.my/94321/3/94321_Determinants%20of%20service%20quality_WoS.pdf; http://irep.iium.edu.my/94321/; https://www.emerald.com/insight/content/doi/10.1108/TQM-05-2020-0119/full/html; https://doi.org/10.1108/TQM-05-2020-0119
• Institution: Universiti Islam Antarabangsa Malaysia

Purpose – The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates...