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International Finance and Accounting

Abstract

This paper studies the determinants of customer satisfaction in retail services in banking in Uzbekistan. To get data for analysis, the survey has been conducted and survey results have been analyzed. According to results of regression, several conclusions have been made.

References

1. Parasuraman, A, Zeithaml, VA and Berry, LL 1985, „A conceptual model of service quality and implications for future research‟.Journal of Marketing,Vol. 49, pp. 41– 50. 2. Levesque,T and McDougall,GHG 1996, „Determinants of customer satisfaction in retail banking‟, International Journal of Bank Marketing, Vol. 14 No. 7, pp.12 – 20. 3. Addo A and Kwarteng, K 2012, „Customers satisfaction in retail banking services: a study of selected private banks in Ghana‟, International Journal of Social Science Tomorrow, Vol.1, No. 6, pp. 1-9 4. Parasuraman, A, Zeithaml, VA and Berry, LL 1988, „SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality‟,Journal of Retailing,Vol. 64, No. 1, pp. 12–40. 5. Developed by the author with the help of STATA 15 6. Developed by the author with the help of STATA 15 7. Developed by the author with the help of STATA 15

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