Abstract:
This study were conducted on the impact of quality service on customers’ satisfaction mediating
and loyalty in one selected branch bank found under CBE, MehalMeda branch. Since,
BANKSERV model was especially developed to examine the services quality of banking sector;
researchers were selected this model to extensively test retail banking industry. The next study
was measured customer services quality and its relation with customer satisfaction and loyalty in
the selected branch bank. In addition to this cross sectional Survey method were used as the
research method of the study. The sample consists of 392 respondents’ selected based on
stratified sampling procedure. The dimensions of the study were reliability, responsiveness,
assurance, empathy and tangibility.Study data will collect using self-administration. I used five
dimensions of the BANKSERV model. I was used both Correlation and multiple regressions to
investigate the relationship between dependent and independent variables.
