Banking Service Quality and Its Impact on Customer Satisfaction: An Applied Study on Al-Jumhouria Bank, Bani Walid Branch

Abstract

This study aims to examine the impact of banking service quality dimensions on customer satisfaction at Al-Jumhouria Bank, Bani Walid Branch. Utilizing a descriptive-analytical approach, data were collected through a structured questionnaire administered to a sample of 43 bank customers. The dimensions of service quality examined include tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using descriptive statistics, Pearson and Spearman correlation coefficients, and simple and multiple regression analyses, alongside robustness checks. The findings reveal high perceived levels of both service quality and customer satisfaction. While the traditional regression model indicated a significant positive overall relationship between service quality and customer satisfaction, sensitivity analyses and robustness checks highlighted the need for cautious interpretation regarding specific dimensional impacts due to measurement consistency variations. The study concludes with methodological and practical recommendations to enhance banking service delivery and refine future research instruments.