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THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS
2022
EPRA international journal of multidisciplinary research
The significance of this study is to measure the quality of service offered by public sector banks. The five dimensions of Servqual model i.e Reliability, Responsiveness, Empathy, Assurance and Tangibility were used to measure the quality of service offered by the banks. The primary data is collected from 252 respondents using convenience sampling method. Correlation and Regression analysis were used to investigate the relationship between the dependent and independent variables. The
doi:10.36713/epra11080
fatcat:7qxs5juucbaybhpwjcbxnggoti