Customers Services' Assessment in Banks

In such high competitive environment customer satisfaction is very important in order to keep customers and being sure that customers are not going to shift into other banks. Therefore, a bank has to understand the needs and wants of customers and responds as fast as they can. However, there are some factors that may effect on customer satisfaction such as service quality, reliability, assurance, responsiveness, and empathy. In this paper we use quantitative methods, and we distribute 25 questionnaires to employees of Maybank, SPSS program has been used to analyze these questionnaires. So we try to measure the relation among those factors and customer satisfaction. As a result we find that there is a significant positive relation between the independent variables and the dependent variable of the study.