In this competitive environment in

In this competitive environment in banking industry, researchers are become more concern toward the service quality. Kant and Jaiswal (2017) study the attribute of perceived service quality and inquire their impact on customer satisfaction in the Indian banking. Structural equation modeling (SEM) is used to measure the impact of perceived service quality on customer satisfaction. Tangibility, reliability, assurance, responsiveness, empathy, and image are used to determine the perceived service quality. The present study shows that’Responsiveness’ is the most important predictor to measure customer satisfaction. Beside, ‘Image’ has positive relationship with customer satisfaction but it is the least impact in all the concepts.

Furthermore, the ‘Reliability’ is insignificantly relationship to the customer satisfaction.

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