How does Service Quality Influence on Customer Satisfaction of ACLEDA Bank Plc.pdf

1、Service quality and customer satisfaction are very important concepts that every business companies and organizations must understand in order to remain competitive in business and hence for a sustainable growth. It is v

2、ery important for companies to know how to measure these constructs from the consumers' perspective in order to better understand their needs and hence satisfy them. Service quality is considered as the most important，be

3、cause it leads to higher customer satisfaction，profitability，reduced cost，and customer retention. In this research paper，the five dimensions of service quality known as SERVQUAL model has been applied，namely tangible，rel

4、iable，responsiveness，assurance，and empathy，in order to make this research paper working smoothly and successfully. Moreover，another additional bank service which is offered by ACLEDA BANK，PLC also brought to discuss know

5、n as internet banking service or E-banking.
　　Purpose: The main purpose of this research study is to measure the quality of service offered by ACLEDA Bank Plc operating in Cambodia on the level of customer satisfactio

6、n. Furthermore，this research paper also aims to find out the relationship between the service quality provided by this commercial bank on the customer satisfaction. Thus the strong and less relationship will be demonstra

7、ted based on our finding. One last important objective is to demonstrate the most influent variable of service quality model and internet banking service on the customer satisfaction.
　　Design/methodology: In order to

8、 achieve these objectives，both primary and secondary sources of data were used. The primary data were collected through administrating online questionnaire with the total sample size of 250 respondents. self-completion q

9、uestionnaire was developed from the SERVQUAL instruments which consisted of 26 questions. Convenience sampling technique has been used. Furthermore，this research paper also employed the quantitative research method. With

10、in the numerical data，it required us to use the SPSS 16.0 package statistics software in order to do the analysis. Three main technical function of SPSS has bemused，namely descriptive State or cross tab，regression analys

11、is，and correlation analysis.
　　Finding: Based on the correlation analysis，the finding revealed that there was appositive significant relationship between the service quality and internet banking service on the custome

12、r satisfaction. The highest relationship is between tangible and customer satisfaction with the correlation of 0.761，follow by empathy with the correlation 0.656，and the least relationship is internet banking service wit

13、h the correlation of 0.196.The result of the regression test also showed that the highest significant or strong influence on customer satisfaction were tangible dimension with the beta of 0.446，reliable dimension with th

14、e beta value of 0.41，and empathy dimension with the beta value of 0.230.In contrast，result show that the internet banking service has no influence impact on the customer satisfaction. Therefore，this research proved that

15、tangible，reliable，and empathy dimensions play very essential role on customer satisfaction，and followed by assurance and responsiveness dimensions. It is recommended that greater emphasis should be placed on tangible，rel