Effects of customer service quality dimension on customer satisfaction in Iraqi Banking Sector
- Author Hind Salman Elias
- Co-Author Azhar Naima M
- DOI
- Country : Iraq
- Subject : Business Economics
Keywords : quality, Iraq, banking sector, customer satisfaction
Abstract
This study is aimed to examine the service quality dimensions on customer satisfactions of Iraqi banking sector. The conceptual framework was drawn from the existing literature. There are eight independent variables and a dependent variable in the model. The data was collected from 180 individual respondents using banking services in Iraq. The data was analyzed using SPSS. The correlation and regression techniques were applied to analyze the statistical data. The hypotheses testing suggested the positive and significant impact of tangibility, reliability, assurance, access, empathy, responsiveness financial aspect and employees’ competencies on Iraqi banking customers. The results were supported by the literature. The limitations and future research avenues were also discussed.
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