Tariq Mohammed Zayid Khawar; Asbi B. Ali
This paper investigates the impact of two dimensions of service quality that empathy and reliability on the customer satisfaction in three conventional banks in Oman. The sample comprises 240 participants from these three conventional banks in Oman. The result of this study finds a significant and positive impact from the dimensions of service quality that empathy and reliability on the customer satisfaction in conventional banking industry in Oman.
[ FULL TEXT PDF 1-8] DOI: 10.30566/ijo-bs/2018.231
