Abstract:
For any case of industry or economic development, the banking sector plays an
essentialrole. Further, the service sector, including commercial banking, clearly
controls the nerve point of any economy's industrial development. Customer
satisfaction involves providing good service to a customer and ensuring that
customers understand they could get a genuine service. With changing
conditions, customers’ expectations continue to change, where customer
satisfaction is a complex issue, with a deliberate attempt to access constantly.
The Sri Lankan economy is supported enormously by public banks and the focus
of their business is customers. Satisfaction is an important measure of service
quality in the banking industry; this study tries to investigate the relationship of
service quality and customer satisfaction in pubic bank services with special
reference to the Kuruwita area. Quality service is studied within the SERQUAL
model which is used to measure the service quality by using different
dimensions, including tangibility, reliability, empathy, responsiveness and
assurance. Data were gathered from 100 public bank customers in the area using
the convenience sampling method. The survey method was used to collect data
while data analysis was done with SPSS computer software. Correlation &
Multiple regressions were used to investigate the relationship between dependent
and independent variables. While correlation results indicate a positive
relationship between the dimensions of service quality, the regression results
show that there is a significant and positive impact on customer satisfaction.
Therefore, based on the study results, it was identified that customer satisfaction
depends highly on the quality of the services offered by the bank and thus,
recommendations were given on improving quality services in the banking sector
especially focusing on the public bank
