A RELATIONAL STUDY ON SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE CONTEXT OF NATIONAL CREDIT AND COMMERCE BANK LTD

Abstract

This research intends to investigate the relationships of Service quality, Customer Satisfaction and Customer Loyalty in the context of National Credit and Commerce bank Ltd. It is a correlation study which measures the correlation among the study variables such as service quality, customer satisfaction, and customer loyalty. The sample for this study was the Account Holder of NCC Bank. The Researcher distributes 20 questionnaires among the respondents. Collected data were analyzed by using the SPSS version 12.00 .Reliability tests, Frequency, ANOVA, T-Test and Correlation analysis are used for to assess the hypothesis. The correlation analysis provided full support to prove almost all the hypothesis relation. Reliability test used for the data are actually reliable or not. And Frequency used for what percentages of people are answering the question for support the hypotheses.