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Study of Customer Satisfaction in the Banking Sector in Libya

The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliab...

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Main Author: Akgam, Haitham Ahmed
Format: Thesis
Language:English
English
Published: 2013
Subjects:
HF5415.33 Consumer Behavior.
HG Finance
Online Access:http://etd.uum.edu.my/3592/1/s808834.pdf
http://etd.uum.edu.my/3592/7/s808834.pdf
http://etd.uum.edu.my/3592/
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spelling my.uum.etd.35922016-04-14T07:09:44Z http://etd.uum.edu.my/3592/ Study of Customer Satisfaction in the Banking Sector in Libya Akgam, Haitham Ahmed HF5415.33 Consumer Behavior. HG Finance The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 204 bank customers. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced con-sumers satisfaction in Libyan banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction. 2013 Thesis NonPeerReviewed text en http://etd.uum.edu.my/3592/1/s808834.pdf text en http://etd.uum.edu.my/3592/7/s808834.pdf Akgam, Haitham Ahmed (2013) Study of Customer Satisfaction in the Banking Sector in Libya. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HF5415.33 Consumer Behavior.
HG Finance
spellingShingle HF5415.33 Consumer Behavior.
HG Finance
Akgam, Haitham Ahmed
Study of Customer Satisfaction in the Banking Sector in Libya
description The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 204 bank customers. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced con-sumers satisfaction in Libyan banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction.
format Thesis
author Akgam, Haitham Ahmed
author_facet Akgam, Haitham Ahmed
author_sort Akgam, Haitham Ahmed
title Study of Customer Satisfaction in the Banking Sector in Libya
title_short Study of Customer Satisfaction in the Banking Sector in Libya
title_full Study of Customer Satisfaction in the Banking Sector in Libya
title_fullStr Study of Customer Satisfaction in the Banking Sector in Libya
title_full_unstemmed Study of Customer Satisfaction in the Banking Sector in Libya
title_sort study of customer satisfaction in the banking sector in libya
publishDate 2013
url http://etd.uum.edu.my/3592/1/s808834.pdf
http://etd.uum.edu.my/3592/7/s808834.pdf
http://etd.uum.edu.my/3592/
_version_ 1644277001744285696
score 13.211869

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