Services Quality Level Of The Banking Sector In Sri Lanka Case Study

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This study is hopes to answer following questions.
1.3.1. Main Research Questions
 What is the services quality level of the banking sector in Sri Lanka?
 What is the customer satisfaction level of the banking sector in Sri Lanka?
 What are the factors affected to the customer satisfaction?
 Is there relationship between Services quality and customer satisfaction?

1.3.2. Specific Research Questions
 Is there relationship between tangibility and customer satisfaction?
 Is there relationship between reliability and customer satisfaction?
 Is there relationship between responsiveness and customer satisfaction?
 Is there relationship between Assurance and customer satisfaction?
 Is there relationship between empathy and customer satisfaction?
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Tangibles (TA)
TA1 Grocery stores have up-to-date equipment’s.
TA2 Physical facilities are virtually appealing.
TA3 Employees are well dressed and appear neat.
TA4 Physical environment of the grocery store is clean.

Reliability (RL)
RL1 When they promise to do something by a certain time, they do it.
RL2 When customer has a problem, they should show sincere interest in solving the
Problem.
RL3 Grocery stores perform the service right the first time.
RL4 They provide their services at the time they promise to do so.
RL5 Grocery stores keep their records accurately.

Responsiveness (RN)
RN1 Employees make information easily obtainable by customers.
RN2 Employees give prompt services to customers.
RN3 Employees are always willing to help customers.
RN4 Employees are never too busy to respond to customers requests.

Assurance (AS)
AS1 The behavior of employees instil confidence in customers
AS2 Customers feel safe in their transactions with the employees
AS3 Employees are polite to customers.
AS4 Employees of grocery stores have knowledge to answer customers’ questions.
Empathy
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Literature Review
2.1. Service quality
According to Parasuraman, Zeithaml & Berry Service quality is nothing but the difference between the service expectation & service actually received by the customer. Customer has certain expectation about the service. If the customer experience the same service as they expect then this difference will be zero and we can say that the service quality is very good. Higher the difference of above equation lower will be the service quality. (Anon., n.d.)
Parasuraman, A. and V. Zeithaml (2006) define service quality as “the degree and direction of discrepancy between customers’ service perceptions and expectations”. The premises are based on Lapierre’s (1996) observations are service quality research is critically dependent on the quality of the operational measures; given the nature of service, the search for universal conceptualization of service quality may be futile; and the construct measurements are as important as the examination of substantive

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