The main research question is to examine which dimensions of banking services quality have an effect on the satisfaction and loyalty of clients, what is the nature and the intensity of this impact. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. Thai Nguyen University of Economic and Business Administration, Tan Thinh, Dai Nam University, 56 Vu Trong Phung St. Thanh Xuan, Hanoi, Vietnam. CHAPTER ONE. This study contributes to the body of academic knowledge by shedding more light into the role of service quality in the selection process of mortgage provider. This work has the main purpose of considering the quality of banking services focused on Asian countries. enhancing customer satisfaction should be a key driver for banks in maintaining a long term relationship with their customers. The aim of the paper is to determine the effects of the banking services quality dimensions on satisfaction and loyalty of clients using modified SERVQUAL model. Assurance has positive relationship but it has no significant effect on customer satisfaction. Determination of intellectual activity in solving the problems of bank functioning optimization, The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia), A Measure of Service Quality in the Grocery Stores, ANALISIS STRATEGI PEMASARAN UNTUK PENINGKATAN DAYA SAING SERTA KUALITAS PRODUK DENGAN INTEGRASI SWOT DAN BALANCE SCORECARD (STUDI KASUS PT. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the industry and service context under study.
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