The Relationship among Antecedents of Service Quality, Overall Service Quality and Customer Satisfaction in Bank Services

This research study is an attempt to investigate the relationship between quality of service and customer satisfaction. The study uses secondary data from a survey of bank customers. Based on extensive literature survey, a theoretical model is proposed to relate the antecedents of service quality, overall service quality and customer satisfaction. Using convenience sampling, a survey (with a well-defined questionnaire) was carried out for regular bank customers. Regression Modelling (using IBM SPSS) was used for investigating the relationship between the latent constructs of the antecedents of service quality, overall service quality and customer satisfaction. The study identified five antecedents (Tangibles, Reliability, Assurance, Empathy and Social Responsibility) of overall service quality. The study also established that overall service quality influences customer satisfaction in bank services. Correlation results indicate a positive correlation between the overall service quality and customer satisfaction.