Study of Customer Satisfaction in the Banking Sector in Libya

Study of Customer Satisfaction in the Banking Sector in Libya

The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliab...

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Main Author: Akgam, Haitham Ahmed
Format: Thesis
Language:eng
eng
Published: 2013
Subjects:
HF5415.33 Consumer Behavior.
HG Finance
Online Access:https://etd.uum.edu.my/3592/1/s808834.pdf
https://etd.uum.edu.my/3592/7/s808834.pdf
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id my-uum-etd.3592
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Murugiah, Logasvathi
topic HF5415.33 Consumer Behavior.
HG Finance
spellingShingle HF5415.33 Consumer Behavior.
HG Finance
Akgam, Haitham Ahmed
Study of Customer Satisfaction in the Banking Sector in Libya
description The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 204 bank customers. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced con-sumers satisfaction in Libyan banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction.
format Thesis
qualification_name masters
qualification_level Master's degree
author Akgam, Haitham Ahmed
author_facet Akgam, Haitham Ahmed
author_sort Akgam, Haitham Ahmed
title Study of Customer Satisfaction in the Banking Sector in Libya
title_short Study of Customer Satisfaction in the Banking Sector in Libya
title_full Study of Customer Satisfaction in the Banking Sector in Libya
title_fullStr Study of Customer Satisfaction in the Banking Sector in Libya
title_full_unstemmed Study of Customer Satisfaction in the Banking Sector in Libya
title_sort study of customer satisfaction in the banking sector in libya
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2013
url https://etd.uum.edu.my/3592/1/s808834.pdf
https://etd.uum.edu.my/3592/7/s808834.pdf
_version_ 1747827608835325952
spelling my-uum-etd.35922016-04-14T07:09:44Z Study of Customer Satisfaction in the Banking Sector in Libya 2013 Akgam, Haitham Ahmed Murugiah, Logasvathi Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. HG Finance The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 204 bank customers. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced con-sumers satisfaction in Libyan banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction. 2013 Thesis https://etd.uum.edu.my/3592/ https://etd.uum.edu.my/3592/1/s808834.pdf text eng public https://etd.uum.edu.my/3592/7/s808834.pdf text eng validuser masters masters Universiti Utara Malaysia Ahmed Freed. (2012). Customer Satisfaction With Service Quality In Iraqi Conventional Banks: The Case Of Salah Al Din Banks. Ali Abdullatif Ahmida (2012). Libya, Social Origins Of Dictatorship, And The Challenge For Democracy. Albro (1999). Stisfied Customers More Likely To Buy Other Bank Products, Study Finds. ABA Bank Marketing, Vol.31 (Iss.9),P. 54. 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Parasuraman, A., Zeithaml, V. And Berry, L. (1991), "Understanding Cus-tomer Expectations Of Service", Sloan Management Review, Vol. 39, Spring, Pp. 39-48. Parasuraman, A., Zeithaml, V.A., And Berry, L.L., (1988), 'SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions Of Service Quality', Journal Of Retailing , Vol. 64 No. 1, Spring. Rosenberg, L.J. And Czepiel J.A (1983). A Marketing Approach To Customer Retention. Journal Of Customer Marketing Vol. 2, Pp 45-51. Rahim Abdullah. “Institusi Kewangan Dan Pelanggan”. (1996, March 18). Utusan Malaysia, P. 7. Spreng, R.A., Mackenzie, S.B., and Olshavsky, R.W. (1996). A Reexamination Of The Determinants Of Consumer Satisfaction . The Journal of Marketing, 15-32. Siddiqi, K.O. (2011). Interrelations Between Service Quality Attributes, Customer Satisfaction And Customer Loyalty In The Retail Banking Sector In Bangladesh. International Journal Of Business And Management, 6(3), 12. 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