Quantitative analysis reveals banking service quality significantly influences customer satisfaction in Lasanod, highlighting key dimensions like empathy and assurance.
Key Points
Assurance and empathy are the strongest predictors of customer satisfaction, indicating their importance for banks.
Data from 384 bank customers was analyzed using correlation and regression methods to draw insights.
The study employed the Servqual framework to evaluate five important dimensions of service quality.
Enhancing staff training and responsiveness is crucial for improving customer loyalty in Lasanod's banking sector.