文章基本信息

标题：Exploring the Effect of Perceived Service Quality on Customers Satisfaction: A Study of Banking Sector in Jordan
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作者：Niveen Mazen Alsayyed ; Taghrid S. Suifan ; Afnan R. Alawneh 等
期刊名称：Journal of Management Research
电子版ISSN：1941-899X
出版年度：2015
卷号：7
期号：1
页码：122-138
DOI：10.5296/jmr.v7i1.6966
语种：English
出版社：Macrothink Institute
摘要：This study aims at investigating the effect of perceived service quality on customer satisfaction in the banking sector in Jordan. Service quality is studied within a set of different aspects based on SERVQUAL model. Respondents are chosen from a range of varying demographic features using random sampling. SERVQUAL questionnaires were distributed among 270 customers of different banks. 225 questionnaires were considered valid for analysis constituting an 83% final response upon which the analysis has been executed. Analysis was performed using SPSS version 20. The results showed a significant association between perceived service quality –expressed by its five dimensions- and overall customer satisfaction.
其他摘要：This study aims at investigating the effect of perceived service quality on customer satisfaction in the banking sector in Jordan. Service quality is studied within a set of different aspects based on SERVQUAL model. Respondents are chosen from a range of varying demographic features using random sampling. SERVQUAL questionnaires were distributed among 270 customers of different banks. 225 questionnaires were considered valid for analysis constituting an 83% final response upon which the analysis has been executed. Analysis was performed using SPSS version 20. The results showed a significant association between perceived service quality –expressed by its five dimensions- and overall customer satisfaction.