Investigating the relationship between service quality and customer deciding factors in Maskan bank customers

Abstract

The aim of this study was to investigate the relationship between service quality and customer deciding factors in the Maskan bank's customers. The population in this study, all customers of the bank branches in the South East of Maskan and unlimited sample size of 384 is based on population formula. To measure the relationship between service quality and customer decision factors from questionnaire Ladda Vatjanasaregagul (2007). Cronbach's alpha for the total scale test-retest reliability coefficients were calculated based on 0.92% and is used to determine the validity of the tool load factor confirmatory factor analysis and the results indicated that 95%. The validity is approved by supervisors and advisers. For data analysis, descriptive statistics such as charts of indices as well as to carry out tests and Spss statistical software LISREL is used. The results showed that the 5% significance level between all the variables of service quality and customer decision-making there is a positive significant relationship to the first hypothesis, the study was approved and received the second hypothesis, indicating no difference between the services and in terms of customer service expected at a significance level of 5% was rejected.