| Autor: |
Niveen M. Alsayyed, Taghrid S. Suifan, Afnan Alawneh |
| Rok vydání: |
2015 |
| Předmět: |
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| Zdroj: |
Journal of Management Research. 7:122 |
| ISSN: |
1941-899X |
| DOI: |
10.5296/jmr.v7i1.6966 |
| Popis: |
This study aims at investigating the effect of perceived service quality on customer satisfaction in the banking sector in Jordan. Service quality is studied within a set of different aspects based on SERVQUAL model. Respondents are chosen from a range of varying demographic features using random sampling. SERVQUAL questionnaires were distributed among 270 customers of different banks. 225 questionnaires were considered valid for analysis constituting an 83% final response upon which the analysis has been executed. Analysis was performed using SPSS version 20. The results showed a significant association between perceived service quality –expressed by its five dimensions- and overall customer satisfaction. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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