Article2014

Study of Customer Satisfaction in the Banking Sector in Libya

Logasvathi Murugiah · Haitham Ahmed Akgam

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Banking Sector Performance and Management

Abstract

The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 204 bank customers. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced con-sumers satisfaction in Libyan banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 2010Satisfaction: a behavioral perspective on the consumer 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1993The Antecedents and Consequences of Customer Satisfaction for Firms 2002Consumer Trust, Value, and Loyalty in Relational Exchanges 2014Satisfaction: A Behavioral Perspective on the Consumer 1996A Reexamination of the Determinants of Consumer Satisfaction

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2015Satisfaction and loyalty of banking customers: a gender approach 2021The Effect of Corporate Communication and Service Quality on Customer Loyalty and Satisfaction in Sharia Banking 2019The impact of the E- CRM (expected security and convenience of website design) on E- loyalty field study on commercial banks 2015Factors Influencing Customer Satisfaction of Mobile Banking Services: A Study on Second - Generation Banks

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