Customer Satisfaction in Sri Lankan Retail Banking: Importance of Service Quality

Wijetunga, Dinuka; Goonatillake, Ranjani

dc.contributor.author	Wijetunga, Dinuka
dc.contributor.author	Goonatillake, Ranjani
dc.date.accessioned	2012-03-26T03:19:54Z
dc.date.available	2012-03-26T03:19:54Z
dc.date.issued	2012
dc.identifier.citation	Sri Lankan Journal of Management Vol. 8, Nos. 1 & 2, January - June, 2003	en_US
dc.identifier.uri	http://archive.cmb.ac.lk:8080/xmlui/handle/70130/2241
dc.description.abstract	Abstract: This study attempts to identify the determinants of customer satisfaction in the Retail Banking Sector of Sri Lanka. The findings indicate that service quality is more important in determining satisfaction than service features or price. Out of the different service quality dimensions, Relational Quality and Core Service Quality are found to be more important than the other dimensions (Empathy and Tangibles). The opinions of top-level officers of the Banking sector regarding the important determinants of satisfaction are found to be somewhat different to the findings of the consumer survey.	en_US
dc.language.iso	en	en_US
dc.title	Customer Satisfaction in Sri Lankan Retail Banking: Importance of Service Quality	en_US
dc.type	Journal abstract	en_US