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Study of Customer Satisfaction in the Banking Sector
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Study of Customer Satisfaction in the Banking Sector

This research aims to examine the Customer Satisfaction in the Banking Sector. Based on the research aim, you get all the sections listed in the table of contents provided by Sparklyn Services, covering Chapters One to Five, including the References. Please note that the complete material will be sent in Microsoft Word (.docx) format upon request, allowing you to make changes whenever needed.

Material Excerpt on Study of Customer Satisfaction in the Banking Sector

TABLE OF CONTENTS

PRELIMINARY PAGES

  • Title page
  • Approval page
  • Dedication
  • Acknowledgement
  • Table of Contents
  • Abstract

CHAPTER ONE

INTRODUCTION

  • 1.1 Introduction
  • 1.2 Background of Study
  • 1.3 Statement of the Problem
  • 1.4 Aim and Objectives of the Study
  • 1.5 Research Questions
  • 1.6 Research Hypothesis
  • 1.7 Significance of Study
  • 1.8 Scope of Study
  • 1.9 Limitations of the Study
  • 1.10 Operational Definition of Terms

CHAPTER TWO

LITERATURE REVIEW

  • 2.1 Introduction
  • 2.2 Conceptual Review
  • 2.3 Theoretical Framework
  • ⋮
  • 2.4 Empirical Studies
  • 2.5 Research Gaps
  • 2.6 Summary of Literature Review

CHAPTER THREE

RESEARCH METHODOLOGY

  • 3.1 Research Design
  • 3.2 Area of the Study
  • 3.3 Population of the Study
  • 3.4 Sample Size and Sampling Techniques
  • 3.5 Validation of Research Instrument
  • 3.6 Method of Data Collection
  • 3.7 Method of Data Analysis
  • 3.8 Questionnaire Administration
  • 3.9 Ethical Consideration
  • 3.10 Statistical Analysis

CHAPTER FOUR

DATA ANALYSIS, RESULT AND DISCUSSION

  • 4.1 Introduction
  • 4.2 Presentation and Analysis of Data
  • 4.3 Re-statement of Research Questions
  • 4.4 Test of Hypotheses
  • 4.5 Discussion of Findings

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

  • 5.1 Introduction
  • 5.2 Summary of Findings
  • 5.3 Conclusion
  • 5.4 Recommendation
  • 5.5 Suggestion for Further Study

REFERENCES

APPENDIX A - “QUESTIONNAIRE”

ABSTRACT

The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 204 bank customers.

This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced consumers satisfaction in Libyan banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction.

CHAPTER ONE

1.1 Introduction

In this section, Study of Customer Satisfaction in the Banking Sector is discussed, with relevant and recent citations. As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the aim and objectives of the study. Others are significance of the study, scope of work, research hypothesis and questions, limitation of the study and definition of terms.

1.4 Aim and Objectives of the Study

This research is conducted to examine the Customer Satisfaction in the Banking Sector. The specific objectives of this study are:

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CHAPTER TWO

2.1 Introduction

This chapter presents existing knowledge, relevant theories, previous research findings, and the methods used by other researchers to provide background information on Study of Customer Satisfaction in the Banking Sector. This section also documents the state of the art on the subject under study and provides a comprehensive review of the existing literature. In this research work the literature review includes the conceputal review, theoretical framework, the review of related literature …

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