The impact of the service quality on customer satisfaction (special reference to NDB and NTB Banks in Jaffna Peninsula)

Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of banks in Jaffna. (Especially NDB&NTB)The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality. The research methodology is Empirical, and a survey of customers as conducted. The findings reveal that five factors are considered important for determining satisfaction with banks, the most important of which are refreshments and behavioral factors. Managerial and theoretical implications are drawn and discussed in the paper, and a model is proposed.