THE RELATIONSHIP OF CUSTOMER SERVICE QUALITY AND CUSTOMER TRUST IN PRIVATE BANKS

Abstract

In today’s world, everyone in the bank will need a convenient promise-tracking system. Moreover, bank managers will want to know if any promise is about to go unfulfilled in order to fix it before the customer notices. High-trust companies need high levels of accountability. Accountability requires a shift in everyone’s mindsets from performing tasks to fulfilling promises. The objective of this paper is to investigate the relationship between of service quality and customer trust on private banks. Samples size for this study is 247. These sample respondents are selected by systematic random sampling technique. Descriptive statistics, ANOVA, multiple regression and correlation statistical tools were used to analysis of variance between determinants, the statistically significant
differences and relationship between variables. Its shows that the independent variable such as tangibility, reliability, responsibility, assurance and empathy are significantly influenced the trust of customer with the private bank.