The Impact of Service Quality to Customer Satisfaction in the Corporate Banking: An Application on Bank in Kazakhstan

Abstract

One of the institutions in the service sector that provides widespread services is the banks. In the banking sector, also is very important to know how the service is perceived by the customers. For this reason, it becomes an inevitable necessity go to healings in dissatisfied services by continuously measuring customer satisfaction of banks. Numerous studies aimed at measuring service quality have also been conducted on the banking sector. In terms of providing more effective service to customers in corporate banking, develop concrete and practical proposals becomes more important than ever. Thus, the research will try to find out how the service is perceived by the customers and their features in the corporate banking sector. The purpose of this research is to measure in a concrete way how the customers perceive the level of service quality of the bank. According to the degree of importance given to the foreseen quality dimensions, tried to be determine how to make improvement by given priority to which dimension or dimensions to upgrade the quality level. As a model has been foreseen implement of “SERVQUAL service quality measurement model” developed by Parasuraman, Zeithhaml and Berry. Satisfaction or dissatisfaction of the customers is evaluated with the mentioned model. This model has been applied on the banks as an institution in the service sector. In the evaluation of survey results were used statistical, reliability and correlation analyses. The results have shown that service quality has a great impact on customer satisfaction.