Service Quality Delivery and Its Impact on （服务质量及其影响交付）.pdfVIP

International Journal of Innovation, Management and Technology, Vol. 1, No. 4, October 2010 ISSN: 2010-0248 Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia Jayaraman Munusamy, Shankar Chelliah and Hor Wai Mun certain style, then select the appropriate name on the style Abstract—In any business–to-customer (B2C) type of menu. The style will adjust your fonts and line spacing. environment, satisfying a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is II. INDUSTRY perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. In Malaysia, the banking industry is substantially backed As such, this predicament has provided as a challenging task to by the commercial banks, investment banks, and Islamic most business conglomerates that places strong emphasis on banks. Together, they represent as the primary mobiliser of customer relations. Although many researches and studies were funds and as the main source of financing to support the conducted on the actual working of the customers mind, till national economic activities. Meanwhile, the non-banking today it is a still a mystery. Therefore, this research focused on the measurement of customer satisfaction through delivery of financial