Main Article Content
Abstract
Customer’s service quality is very important in the banking sector. The services offered by the banking sector should be satisfied to the customer. The result shows that the dimensions of service quality such as Empathy and Accessibility have more gap, as the customer expectations are high to their actually derived services. Empathy, Reliability and Assurance have a positive effect on service quality. The private sector should improve its service quality by offering services which satisfy the customers. The study concludes that the bank should satisfy the customer’s needs by delivering superior service quality to retain existing customers as well as to attract new customers.