Dimensions of Service Quality Impacting Customer Satisfaction of Conventional Transaction Banking Industry in Oman

International Journal of Business Society, Vol. 2, Issue 2
Tariq Mohammed Zayid KhawarAsbi B. Ali
EmpathyReliabilityCustomer satisfactionconventional bankingOman
PDFRegular IssueDOI: 10.30566/ijo-bs/2018.231
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Abstract

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.

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Article Information

Article Details
Volume & IssueVol. 2, Iss. 2
Publication DateApr 1, 2018
Authors
Tariq Mohammed Zayid Khawar
Asbi B. Ali
DOI
10.30566/ijo-bs/2018.231
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