• ISSN: 2301-3567 (Print), 2972-3981 (Online)
    • Abbreviated Title: J. Econ. Bus. Manag.
    • Frequency: Quarterly
    • DOI: 10.18178/JOEBM
    • Editor-in-Chief: Prof. Eunjin Hwang
    • Executive Editor: Ms. Fiona Chu
    • Abstracting/ Indexing:  CNKIGoogle ScholarCrossref
    • E-mail: joebm.editor@gmail.com
JOEBM 2015 Vol.3(7): 674-677 ISSN: 2301-3567
DOI: 10.7763/JOEBM.2015.V3.264

Study of Customer Satisfaction in the Banking Sector in Libya

Logasvathi Murugiah and Haitham Ahmed Akgam

Abstract—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 customer satisfaction.

Index Terms—About customer satisfaction, customer loyalty, libyan banking sector, security, service quality.

The authors are with the Universiti Utara Malaysia, CO 06010 Malaysia (e-mail: logasvathi@uum.edu.my).


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.

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