An Analysis of Service Quality and Customer Satisfaction of the Sri Lankan Village Banks (Based on Walgama Sanasa Society-Athurugiriya)
Keywords:
Sanasa Society, Service Quality, Customer Satisfaction, Community, BankAbstract
This study analyzes customer satisfaction and service quality relating to the village banks in Sri Lanka. This Research is based on Walgama Sanasa bank society in Colombo district. This survey considers the 50 customers of the Sanasa bank using random sampling. Respondents had to answer 25 questions with a five Likert scale where (1=strongly disagree, 2= Disagree, 3=Neutral, 4 = Agree, 5= strongly agree). Primary data were collected using a face-to-face interview using a comprehensive questionnaire. As a research model, descriptive statistics was used to present the results of the data. SPSS and MS Excel were used to analyze the collected data. The research has shown that Sanasa bank customers are highly satisfied with the services offered by the bank.
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