Tjänstekvalitet i bankbranschen
och dess inverkan på
kundnöjdheten
Banks find themselves at a highly competitive market where it is important to achieve high customer satisfaction if they want to attract customers and stay competitive. Some studies suggest that the gap between customer expectations and perception within the five quality dimensions influences the customer satisfaction. With SERVQUAL the authors of this thesis have investigated the suggested relationship and have discovered no indications of a relationship between the gap and customer satisfaction. Instead the results indicate that there is a relationship between perceived service and customer satisfaction. The thesis also indicates that the most important quality dimension for the bank customer is reliability. The least important is the quality dimension tangibles. The result has some limitations due to a rather small respondent group and the authors suggest more studies on the area to establish what influences the customer satisfaction.