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Service Quality,Customer Satisfaction and Customer Loyality Towards Shwe Bank (Wint Wah Pa Pa Phyo, 2023)
https://meral.edu.mm/records/8875
https://meral.edu.mm/records/8875968d7e89-842c-4705-86c4-fac3d96c0b4e
4d4f3a23-4b76-482c-9c11-717a30beef54
Name / File | License | Actions |
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Publication type | ||||||
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Thesis | ||||||
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Title | ||||||
Title | Service Quality,Customer Satisfaction and Customer Loyality Towards Shwe Bank (Wint Wah Pa Pa Phyo, 2023) | |||||
Language | en | |||||
Publication date | 2023-02-01 | |||||
Authors | ||||||
Wint Wah Pa Pa Phyo | ||||||
Description | ||||||
This study examined the relationship between the quality of the service provided and the degree to which a client's needs were met, as well as the impact that this relationship had on the client's continued business with SHWE Bank. For the primary data, a sample size of 152 respondents who are using savings accounts from the Yarzadiyit Branch of SHWE Bank were selected by using a simple random sampling method with a structured questionnaire. The questionnaire was prepared by the question with a Five-point Likert scale to measure the customer satisfaction, service quality, and customer loyalty. In this particular research endeavor, the quality of the service is evaluated based on eight different dimensions: reliability, assurance, tangibility, empathy, responsiveness, security, access, and reputation. According to the findings of a multiple regression analysis, among these factors, responsiveness, empathy, and assurance have the greatest significant impact on the level of customer satisfaction as well as the level of customer loyalty. According to the findings of the survey, responsiveness is the most influential component, empathy is the second most influential factor, and assurance is the third most influential aspect when it comes to customer satisfaction at SHWE Bank. According to this, it will lead to a high impact on customer loyalty with a favorable influence that is predicted by customer satisfaction. This will lead to a high impact on customer loyalty. As a result, the goal of this study was to propose that SHWE Bank should take steps to ensure that it has a strategic plan to improve service quality and to increase its competitiveness in the market by successfully retaining clients who are both satisfied and loyal to the bank. |
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Thesis/dissertations | ||||||
Yangon University of Economics | ||||||
Dr. Aye Thu Htun |