Examining service quality in public banks: A consumer perspective

Abstract

This research examines service quality in public banks from the perspective of consumers. The analysis explores the connection between "Customer Satisfaction" and factors that might influence it, including elements like "Reliability," "Responsibility," "Empathy," "Assurance," and "Tangibility." The findings reveal a strong and positive correlation (p< 0.001) between customer satisfaction and empathy, with a substantial estimate of 0.526 (C.R. = 4.244). This suggests that empathy plays a critical role in shaping customer satisfaction, highlighting the importance of emotional intelligence in interactions between bank staff and customers. Interestingly, the analysis found no significant relationships between customer satisfaction and the other examined factors (reliability, responsibility, assurance, and tangibility). This implies that within the context of this model, factors like dependability, resilience, and teamwork may not have a significant impact on customer satisfaction in public banks. Overall, the study emphasizes the importance of prioritizing empathy within public banks to enhance customer satisfaction.