Determinants of Service Quality and Their Relationship with Behavioural Outcomes: Empirical Study of the Private Commercial Banks in Bangladesh

Jinea Akhtar


Service quality is one of the critical success factors that influence the competitiveness of an organization. The
relationship between service quality and behavioural outcomes in the retail banking environment has been the
focus of a number of studies. This study examines the relationship between service quality, satisfaction, and
loyalty in the private commercial banks in Bangladesh. The Nordic perspective model developed by Gronroos
(1984) is used. The sample size was 335 customers of bank located in Dhaka city. The determinants of service
quality were categorized into product features, physical aspects, customer services, and technology and security
aspects. The factor analysis with SPSS and the structural equation models with AMOS program were used to test
the hypotheses of the research which is followed by Davila et al (2010). It has been proved service quality,
satisfaction, and loyalty is strongly and positively related to each other.

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International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

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