Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...

In such high competitive environment customer satisfaction is very important in order to keep customers and being sure that customers are not going to shift into other banks. Therefore, a bank has to understand the needs and wants of customers and responds as fast as they can. However, there are...