Service Quality and Customer Satisfaction in Mozambique Banking System

Fidel Bilika, Meysam Safari, Shaheen Mansori

Abstract


Service quality enhances company’s performance, and customer’s confidence towards the banking services offered, thereby gaining a competitive advantage and, increasing its market share. This study investigates the influential factors of service quality in the banking sector and its effect on customer satisfaction and their loyalty in Mozambique. Multiple regression analysis is used to analyze the data collected from 497 bank customers in Mozambique. The findings of the study show that service quality has a positive and significant effect on customer satisfaction and that customer satisfaction exerts a strong influence on customer loyalty. Additionally, empathy, responsiveness, and assurance were found to be strong predictors of customer satisfaction. Managerial and research implications of the findings are discussed. 


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