The author of the study stated that the consumer satisfaction with product or service is base for building consumers loyalty. This study focus on the problem that has been faced by the consumers regards with their desired product or service. The format of this research papers is based on the identification of the problem that consumer faces, research and sampling design, formation of questionnaire and data analysis strategy has discussed. A relationship exists between the consumer satisfaction and the way consumer perceive for quality product or service. The main existence of this study is to determine the relation between quality of the product or service and consumer satisfaction. The bank is focused to analyze the impact of consumer satisfaction with product or service (Ennew, 2015).
After studying many of the empirical studies it has come across knowledge that quality is the main factor that impact on the relationship between the satisfaction of consumer and their demanded product or service. The poor service quality leads consumers into dissatisfaction. The quality service in ABC bank was tends to decline because of the poor service rendered by employees to their consumers (Allred, 2013). The consumer’s faces problem and complaining about that service provision was unreliable and untimely. It has found that the bank staff are not cooperative and being rude to their consumers. This problem is mainly due to the bad attitude and bad practices of bank this leads into the increasing number of defecation of consumers. The reason of employees for not being cooperative may be of poor leadership behavior, jib dissatisfaction or low employee commitment (Sotreiou, 2013).
This study is conduct with the intention to establish the relationship between consumer’s satisfaction and quality service.
During the study following stated objectives have been focused thoroughly: to find out the impact of quality service on consumer satisfaction
The research design is designed with the purpose to develop a plan for the study to be conduct. This design gives permission for exact and accurate measurement of causes and effects between dependent and independent variables. The research design is terms that analyze to gather or integrate the different component of the given study in logical or coherent way which ensures that the research problem will be address effectively, thus it is the measurement and analysis of research data (Rea, 2014).
A study that designed to depict the participant with an accurate measurable ways is considered as descriptive research
The descriptive research is an approach that mainly used to define or describe about the characteristics of any phenomenon or population which are already studied. This study is not about to find out the answers of questions like why, how, when the characteristics has been occurred. The focus of this particular research is based on the descriptive research. The research design is based on the quantitative research in which questionnaire is designed which will than filled by its respective respondent, thus for the purpose to achieve the study objectives descriptive research design is targeted in order to achieve the stated goals and objectives. A survey from the employees of bank had been conduct. To obtain the information and data from selected individual surveys is the best tool. This tool enables us to gather data which is helpful to know about the perception of every individual (Khan, 2014).
The probability sampling techniques is used for designing the sampling for the particular study. The probability techniques focused on the random sampling, stratified sampling and systematic sampling, the sampling design of this research is based on the probability sampling techniques in which random sampling is focused to target the perspective respondent. The random sampling has been chosen for this study as the random sampling is the best way to obtain data, so the represented data of sampling should obtain (Fasih, 2014).
The study was conducted at Bank with the target respondent of 100, it has been analyzed that about 100 of the respondent will be the part of this study.
The sample sizes to conduct the questionnaire result about 80 of the respondents were selected from the bank so that the questionnaire would survey.
About 80 respondents were selected that is representing the whole population of bank whit the help of random sampling because it is one of the best ways to obtain data. The questionnaire has been distributed among the employee of bank to analyze the data. Random sampling is basically an easiest way and mostly chosen sampling technique this will help the analyst to analyze in best possible manner as it is one of the best ways out of many for the purpose of obtaining data (Andaleeb, 2014). The data is gathering by every individual by filling up the questionnaire.
For gathering the essential information specialists conduct a questionnaire survey in organizations for having exact outcomes in short period of time. There are various ways and instruments to gather essential information however the best way is to use the questionnaire for the accumulation reason and in this exploration the likert scale is considered. The survey depends on likert scale which ordered 1 to 5.numerous specialists incline toward this scale now a days and the scale speak to the effectively differ to the intensely concurred.
The questionnaire goes under the primary information source. For the review reason a questionnaire is utilized to assemble information. The questionnaire is concentrate from the writing of the exploration. The primary question of the exploration depends on demographics that would make less demanding to separate if necessary. The criticism of the questionnaire depends on the likert scale that is from unequivocally differing to firmly concur. Respondents are required to give input by the required proclamation. The data from the respondent have gathered through questionnaire to analyze data. The questionnaire is based on the close ended questions.
Questionnaire which is intended to direct they overview on the specific research is isolated into two segments one area will got the data with respect to demographics like age, sexual orientation, capability, where the other segment will acquired the data perusing factors, both the needy and autonomous variable is considered while planning the survey. The questionnaire serial is as per the characterized factors which are additionally taken under the pilot testing. Review is set by defining the unmistakable objectives. Address must specific to the point so that the respondent will pull into the question and will give the proper reactions as necessities are. The question should get so it would enhance the certifiable aptitude and ampleness of the question (Palvilan, 2013). It would be esteemed if the vernacular of the request should be very apparent and sensible to the person who is the respondent and variables should be properly of the overview the survey to be on the point so the respondent can quickly pick the most fitting answer.
The data analysis will be done with the help of using SPSS (Statistical Package for Social Sciences. The finding of the result will be analyzes with help of applying regression model, which will helpful for the summarization of data in the form of tables and chart which is the easiest way to understand the results finding. The data was presented in the form of tables for discussion. The research findings were presented according to the finding that has been found after processing.
In the present review the author of the report would fuse the interpretervisim design. The fundamental goal to include this design so the researcher can translate the outcomes accumulated by the author and through statistical tool. Measurable apparatus that would use to investigate information is SPSS rendition 20 to look at the survey with rightness and fulfillment. Relapse examination is connected on needy and autonomous variable to check the noteworthy relationship or no critical connection between the factors and to check where the investigation will be rejected.
Conclusion
It has been concluded at the end that the problem that relates with the consumer satisfaction is needed to be focused very prominently in each sector of any industry. Customer’s satisfaction is the main component for the success of any business. The organization tends to have the keen focus to deliver the best quality services to their respective consumer in order to retain the consumer which is sign of customers loyalty and a satisfied customer can never be the switcher. The problem has been identified in the bank sector for not delivering the best quality services to their customers. This issue was kept under study and the discussion was done to anaylyze the problem to find out the perspective results. This is conduct to analyze the impact of quality serivec on the consumer level of satisfaction.
References:
Ennew, C. T., Binks, M. R., & Chiplin, B. (2015). Customer satisfaction and customer retention: An examination of small businesses and their banks in the UK. In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference (pp. 188-192). Springer International Publishing.
Allred, A. T., & Addams, H. L. (2013). Service quality at banks and credit unions: what do their customers say?. International Journal of Bank Marketing.
Soteriou, A. C., & Stavrinides, Y. (2013). An internal customer service quality data envelopment analysis model for bank branches. International Journal of Bank Marketing.
Bansal, H. S., & Taylor, S. (2015). Investigating the relationship between service quality, satisfaction and switching intentions. In Proceedings of the 1997 Academy of Marketing Science (AMS) Annual Conference (pp. 304-313). Springer International Publishing.
Rea, L. M., & Parker, R. A. (2014). Designing and conducting survey research: A comprehensive guide. John Wiley & Sons.
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331-354.
Andaleeb, S. S., & Kara, A. (2014). The structure and measures of service quality perceptions for multiple-encounter services: A study of hospitals in bangladesh. International Journal of Healthcare Management, 7(2), 92-102.
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