Purpose of the study: Customer Satisfaction with Service Quality in the Private Commercial Banking Sector.

The purpose of this study is to assess and understand the level of customer satisfaction with service quality in the private commercial banking sector. By examining factors such as responsiveness, reliability, assurance, empathy, and tangibles, the study aims to identify areas where banks are excelling and areas where improvements can be made to enhance overall customer satisfaction. The findings of this study can help banks better understand their customers' needs and preferences, leading to the development of strategies to improve service quality and ultimately increase customer loyalty and retention.

Purpose of the Study: Customer Satisfaction with Service Quality in the Private Commercial Banking Sector

Introduction:

The private commercial banking sector plays a crucial role in facilitating financial transactions and providing banking services to businesses and individuals. Customer satisfaction is paramount for banks to maintain a competitive edge and ensure customer loyalty.

Research Questions:

This study aims to investigate the following research questions:

- What are the key dimensions of service quality that drive customer satisfaction in the private commercial banking sector?
- How do specific service attributes, such as responsiveness, reliability, and personalization, influence customer perception of service quality?
- What is the relationship between customer satisfaction and factors such as customer expectations, perceived value, and switching behavior?

Methodology:

The study will employ a mixed-methods approach, combining both quantitative and qualitative research methods:

- Quantitative Survey: A survey will be administered to a sample of customers of private commercial banks to collect data on their perceptions of service quality and satisfaction. The survey will measure key service dimensions using validated scales and include questions on customer expectations, perceived value, and switching behavior.
- Qualitative Interviews: In-depth interviews will be conducted with a select group of customers to gain deeper insights into their experiences and expectations with private commercial banking services. This will help identify themes and patterns not captured by the survey.

Expected Outcomes:

The study is expected to yield the following outcomes:

- A comprehensive understanding of the key dimensions of service quality that drive customer satisfaction in the private commercial banking sector.
- Identification of specific service attributes that can be leveraged by banks to improve customer perception of service quality.
- An assessment of the relationship between customer satisfaction, customer expectations, perceived value, and switching behavior.
- Recommendations for banks to enhance their service offerings and improve customer satisfaction.

Significance:

This study will contribute to the body of knowledge on customer satisfaction in the financial services industry. The findings will provide valuable insights for private commercial banks to:

- Improve their service quality by focusing on the dimensions that matter most to customers.
- Develop targeted strategies to enhance specific service attributes and meet customer expectations.
- Enhance customer loyalty and reduce churn by addressing factors that influence customer satisfaction and switching behavior.