Abstract

The main purpose of this research study is to identify reasons effect on fixed deposit customer satisfaction. According to previous studies successfully integration of service quality dimensions is the prerequisite for superior customer satisfaction. To test this assertion, this study looks into the nature of mean value of service quality dimensions and its indicators in relation to customer satisfaction. This investigation examined the service quality dimensions influence on customer satisfaction. Here theoretical perspectives include such customers perception towards service quality dimensions. Each of these service quality dimensions was operationalized using 4 to 7 sub indicators. For major research objective, which is related to the specific research objectives and six major research questions were developed and tested. A survey was conducted to gather primary data by selecting 100 customers from commercial credit and finance PLC, Kollupitiya branch and that data was analyzed using mean, mode, median value, standard deviation, percentages, and bar charts. The reliability was tested using one sample t test and independent sample t - test. The evidence given by the mean value analysis too showed that mean value of tangible, reliability, responsiveness, assurance and empathy take less than 3.5 midpoint values in a 5 point likerd scale showing there is an influences of service quality dimensions on fixed deposit customer satisfaction. Overall, this research suggests that theories regarding service quality dimensions influence of customer satisfaction. Finally, the researcher has given suggestions to overcome the research problem.

Abstract

The main purpose of this research study is to investigate service quality as the most important factor behind customer satisfaction in AVIVA NDB Colombo main. Understanding the factors behind antecedent of customer satisfaction is an important issue for academic research. This investigation examined the service quality influence on customer satisfaction of AVIVA NDB. Here theoretical perspectives include such customers satisfaction towards service quality dimensions. To comply with aim, five basic hypotheses have been instigated for service quality and customer satisfaction. For major research objective, which is related to the specific research objectives and six hypotheses were developed and tested. A survey was conducted to gather primary data by selecting 100 customers from AVIVA NDB Colombo main and that was analyzed by using correlation matrix and multiple regression model. Reliability was the high correlation with customer satisfaction and empathy was the lowest correlation with customer satisfaction. The findings revealed that satisfaction and service quality dimensions are related to each other. Along with this all five dimensions have positive impact on customer satisfaction. Key words: Service Quality, Service Quality Dimensions, customer Satisfaction.