Abstract
EFFECTS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN AFGHANISTAN’S BANKING SECTOR
Pramod Matolia* and Dr. Pawan Kumar Gupta
ABSTRACT
Banking system has affected by the gap in service quality, customer loyalty and customer satisfaction in retail banking with concentration on Afghanistan?s Banking Industry. This study considers the most important features of service quality in retail banking of private banks of Afghanistan. The sample which was collected for this study was from local people who were the customers of various private and public banks. The research instrument developed for this study was based on a SERVQUAL model to reveal the influence its five dimensions i.e. Tangibility, Responsibility, Reliability, Assurance and Empathy. It was found out that the SERVQUAL model is an appropriate model to measure the quality of services provided to customers in the Retail Banking of Afghanistan?s Banking Industry.
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