Recently, the market of the banking industries is growing rapidly in Myanmar. Therefore, banks not only need to focus on attracting new customers but also on maintaining the existing customers by providing the exceptional quality of services in order to survive in extremely stiff competitive industry. This research is attempted to investigate the 5 determinants which lead to customer satisfaction to Ayeyarwaddy Bank (AYA) in Mandalay, Myanmar. The questionnaires were distributed to 200 people who have been experienced of using the service of the 2 branches of the AYA Bank in the same city. Single & multiple linear regression model were used in order to test the hypotheses to find out the beta coefficient and significant level. The finding is that all of the service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility are rejected and statistically influenced on the customer satisfaction. Keywords: service quality, customer satisfaction, commercial bank
| Published by | STIE AAS Surakarta |
| Journal Name | International Journal of Economics, Business and Accounting Research (IJEBAR) |
| Contact Phone | +6281230431443 |
| Contact Name | Dewi Muliasari |
| Contact Email | - |
| Location | Kota surakarta, Jawa tengah INDONESIA |
| Website | IJEBAR| https://jurnal.stie-aas.ac.id/index.php/IJEBAR| |
| ISSN | ISSN : 26224771, EISSN : 26141280, DOI : 10.29040/ijebar.v3i03, |
| Core Subject | Economy, |
| Meta Subject | Economics, Econometrics & Finance, |
| Meta Desc | International Journal of Economics, Business, and Accounting Research (IJEBAR) is a peer-reviewed, open access international scientific journal dedicated for rapid publication of high-quality original research articles as well as review articles in all areas of Economics, Business and Accounting. |
| Penulis | Zin, Kyawt Shinn Thant , Pechinthorn, Komm , Astillero, Marlon Rael , Tavisak, Kitisak , Somathih, Tony |
| Publisher Article | LPPM STIE AAS Surakarta |
| Subtitle Article | International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 4, No 01 (2020): IJEBAR, VOL. 04 ISSUE 01, MARCH 2020 |
| Scholar Google | http://scholar.google.com/scholar?q=%2Bintitle%3A&… |
| View Article | https://jurnal.stie-aas.ac.id/… |
| DOI | https://doi.org/10.29040/ijebar.v4i… |
| DOI Number | DOI: 10.29040/ijebar.v4i01.766 |
| Download Article [1] | https://jurnal.stie-aas.ac.id/index.php/… |
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Informasi yang terkait dengan A STUDY OF THE FACTORS LEADING TO THE DEVELOPMENT OF CUSTOMER SATISFACTION: A CASE STUDY OF A PRIVATE BANKING INSTITUTION IN MANDALAY, MYANMAR
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