International Journal of Humanities and Social Science

ISSN 2220-8488 (Print), 2221-0989 (Online) 10.30845/ijhss

Effect of Quality Financial Services on Customer Satisfaction by Commercial Banks in Kenya
Luka Kiptai Cheserek, Andrew Kimutai Kimwolo, Felishana Cherop

Customer satisfaction is vital for the success of service firms like the banks. The quality of service has become an aspect of customer satisfaction which transforms itself to a better performance. Day by day it has been proven that service quality is related to customer satisfaction. This study seeks to establish the effect of service quality on customer satisfaction in commercial banks in Kenya. The five dimensions of service quality by Parasurama et al, 1985(servqual) such as tangibility, reliability, responsiveness, empathy, and assurance were considered as the vile for this study. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 287 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 20). Result of the study showed that reliability, responsiveness, assurance and empathy significantly and positively influenced customer attitudes in terms of satisfaction but tangibility had no significant influence on satisfaction level of customers that is service quality dimensions are crucial for customer satisfaction in commercial banks in Kenya.

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