—The purpose of this paper is to evaluate the
customer satisfaction of the banks sector in Libya, based on
customer perception regarding service quality. This is an
empirical study using mainly primary data collected through a
well-structured questionnaire. The questionnaire has been
personally administered on a sample size of 150 bank customers.
This paper makes a useful contribution as there are only a few
studies dealing with the assessment of service quality in banking
sector of Libya. The findings based on three different
independent variables (service quality, customer loyalty and
security) showed that all these variables influenced consumers
satisfaction in Libyan banking sector. There is a positive and
significant relationship between the customer satisfaction and
two variables (service quality and customer loyalty), and there
is negative and significant relationship between security and
—About customer satisfaction, customer loyalty,
libyan banking sector, security, service quality.
The authors are with the Universiti Utara Malaysia, CO 06010 Malaysia
Cite: Logasvathi Murugiah and Haitham Ahmed Akgam, "Study of Customer Satisfaction in the Banking Sector in
Libya," Journal of Economics, Business and Management vol. 3, no. 7, pp. 674-677, 2015.