Effects of Service Quality Gaps on Customer Satisfaction of Commercial Bank Mombasa, Kenya

Service quality plays an important role in determining customer satisfaction. Satisfaction is determined in terms of loyalty, post purchase and retention. The five service quality dimensions among commercial banks results in the differences in satisfaction. This research aims to assess the service quality gaps influencing customer satisfaction in banking industry. This study was based on a survey of 20 commercial banks in Mombasa town. The results will show that the service quality gaps influence customer satisfaction in the banking industry. The study adopted descriptive research design, in order to evaluate the influence of service quality gaps in banking industry in Mombasa town. The population comprises of 6 bank customers among 20 commercial banks in Mombasa town giving a total of 120 respondents. Secondary data was obtained from books, journals, newspapers and websites. Data was subjected to computer aided statistical analysis that included descriptive statistics and correlation analyses