• Corpus ID: 36702198

Service Quality Gap and Customers' Satisfactions of Commercial Banks in Malaysia

  title={Service Quality Gap and Customers' Satisfactions of Commercial Banks in Malaysia},
  author={Izah Mohd Tahir and Nor Mazlina and Abu Sufian Abu Bakar},
Commercial banks play a significant role in the economy, making up one of the biggest provider of services in the Malaysian economy. Hence, providing better service quality is vital as banks have to compete for customers. The aim of this study is to investigate the level of service quality of commercial banks in Malaysia from the perspective of bank customers and assessing the satisfactions towards the services provided by the commercial banks. A questionnaire used in this study is limited to a… 

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