Customer Perceived Quality of Service in the Banking Sector

Abstract

Banks play a significant role in the development of the country. The services provided by banks are numerous and are of great value to the society. This study sought to find out the customer perceived quality of services, in the banking industry. The objectives of the study were to establish customer's perceptions regarding quality of service in the banking industry and to determine overall customer satisfaction levels in the banking industry. This study used primary and secondary data to carry out its survey. Primary data was collected using questionnaire method which was administered to the respondents in the banking halls of selected banks. Random sampling method was used in the study to identify the respondents who would respond to the questionnaires. A total number of 131 respondents were involved in the study. Data was presented in form of frequency distribution tables and charts The results of the study showed that majority of the respondents were satisfied with the services offered by banks. However, there were certain services such as accessibility to customized financial products / services and staff friendliness and existence of desired service culture which the respondents were fairly satisfied with.