Abstract:
Studies have also found that different studies have found different factors for
customer satisfaction. But, these studies were carried out in different organsational
settings such as service industries. This study is conducted in two selected bank
branches of Bank of Ceylon in Batticaloa District. This study attempts to know about
factors and factor rankings for customer satisfaction. Sample size considered in this
study is 100 customers. These customers were contacted during the banking hours
while they finish their banking activities without disturbing them and banking
business. Results of the reliability revealed that items are higher reliable (0.700).
Since value of Kaiser-Meyer-Olkin is 0.519 which reveals a satisfactory value.
Bartlett's Test of Sphericity which is measured by approximate chi square. Value of
significant approximate chi- square is 1637.840 with 231 degrees of freedom. Initial
and extracted communalities for factors are 1 and greater than 0.6. Total eigenvalues
that are greater than 1 is selected. There are 8 factor components that explain around
81% of variation towards customer satisfaction. It is concluded that, on the basis of
the factor score, factors can be ranked.
