An impact of service quality on customer satisfaction in Western Union Money Transfer -A comparative study between Banks and Private agents in Northern region, Srilanka

Delivering Customer value through quality services is a key to success of service oriented organization. Service quality has a massive impact on Customer satisfaction. This study scrutinized “An Impact of Service quality on Customer satisfaction in Western Union Money Transfer” (A Comparative study between Banks and Private agents in Northern region, Sri Lanka). The rationale of this study was to carry out empirical testing, to study the level of Service quality and Customer satisfaction in both Banks and private agents and identifying the factors which influence the level of Customer satisfaction. The sample enclosed 180 customers, based on random sampling method. In this study, the relationship was tested through hypothesis testing using t-test and correlation and regression analysis. The decisive finding of this research was significant positive relationship between service quality and customer satisfaction in delivering Western Union money transfer services at both Banks and Private agencies.