Thesis On Service Quality In Banks

In the same way, in case of mediating factor, tangibility and frequency of visiting bank do not have significant relationship while reliability, responsiveness, years of relationship and empathy and assurance have significant positive relationship.

Hoi: Listening skills of tellers in the bank do not influence the level of customer satisfaction The alternative hypothesis (H1) is: H1i: Listening skills of tellers in the bank influence the level of customer satisfaction The second specific objective provides the following null and alternative hypotheses respectively Hoii: Reliability of tellers in the bank does not influence the level of customer satisfaction The alternative hypothesis (H1) is: H1ii: The reliability of tellers in the bank influences the level of customer satisfaction The third specific objective provides the following null and alternative hypothesis Hoiii: The responsiveness of tellers in the bank does not influence the level of customer satisfaction The alternative hypothesis (H1) is: H1iii: The responsiveness of tellers in the bank influence the level of customer satisfaction The fourth specific objective gives the following null and alternative hypotheses Hoiv: The servant leadership attributes of teller in the bank do not influence the level of customer satisfaction The alternative hypothesis (H1) is: H1iv: The servant leadershipattributesof teller in the bank influence the level of customer satisfaction D.

Definition of Terms The following are the operational definitions of terms that will be used in this study.

- To examine the influence of listening of tellers in the bank on the level of customer satisfaction - To assess the influence of reliability of tellers in the bank on the level of customer satisfaction - To establish the influence of responsiveness of teller in the bank on the level of customer satisfaction - To ascertain the influence of servant leadership attributes of tellers in the bank on the level of customer satisfaction C.

Research Hypothesis The study is guided by the following null hypotheses.

The study findings will guide the researcher to validate the hypotheses; that is, the acceptance of the null hypotheses will mean rejecting the alternative hypotheses.

The following null hypothesis (Ho) is obtained from the first specific objective.The terms are derived from the keywords and specific objectives that guide this study.However, the term ‘consumer’, ‘customer’, and ‘client’ are used synonymously and interchangeably in the study.uses cookies to personalize content, tailor ads and improve the user experience. By using our site, you agree to our collection of information through the use of cookies. Service quality: is the ability to provide assistance, service or product that meets the expectations of the banking customers (Tega, Ogege&Ideji 2014). Summary The study will focus on identifying the strength and direction of the relationship that exists between service quality of tellers in the bank and customer satisfaction.The researcher will develop a conceptual framework to guide in establishing whether the independent variable influences the independent variable.All these forms were collected from various commercial banks in Kathmandu, Nepal.In order to analyze the data, Statistical Packages for Social Sciences (SPSS) was used and analytical techniques like factor analysis, multiple regression analysis, descriptive analysis were used along with Sobel test for mediation analysis.- What is the influence of responsiveness of tellers in the bank on the level of customer satisfaction?- How does servant leadership attributes of tellers in the bank influence the level of customer satisfaction?

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