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International Journal of Innovation, Management and Technology, Vol. 1, No. 4, October 2010. ISSN: 2010-0248. Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia Jayaraman Munusamy, Shankar Chelliah and Hor Wai Mun certain style, then select the appropriate name on the style Abstract In any business to- Customer (B2C) type of menu. The style will adjust your fonts and line spacing. environment, satisfying a Customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is II. INDUSTRY. perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a Customer 's mind. In Malaysia, the banking industry is substantially backed As such, this predicament has provided as a challenging task to by the commercial banks, investment banks, and Islamic most business conglomerates that places strong emphasis on banks. Together, they represent as the primary mobiliser of Customer relations.
International Journal of Innovation, Management and Technology, Vol. 1, No. 4, October 2010 ISSN: 2010-0248 398 Abstract—In any business–to-customer (B2C) type of environment, satisfying a customer is the ultimate goal and
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