International Journal of Science and Research (IJSR)

ISSN: 2319-7064
Impact Factor (2018): 7.426

Assessment of Service Quality Influences in

Abstract: This work will investigate An Empirical Analysis of Service Quality Influence on Customer Satisfaction In The Case Salaam
Somali Bank. The survey was meant specifically to find and describe service quality and customer satisfaction plays an significant part
in economic activities and business growth in all countries; it enables all customer satisfaction to grow business faster.Having access
and gives banks chance to prepare their businesses and to acquire better technologies for production, thus ensuring their
competitiveness. The researcher dealt with the influence of service quality on customer satisfaction with banks, service quality models,
concept, Gaps, dimensions and customer satisfaction with banks. This tin be managed through setting a strong base for banks in
Mogadishu specially Salam Somali banks. On the other hand, well service quality and satisfying customer can contribute Value, profits
to the banks and prosperity in Mogadishu. Nevertheless, service quality and customer satisfaction play an significant part in economic
activities and business development in all countries, it enables all customer satisfaction to grow business faster. Well service quality and
satisfying customer can contribute and increase Value, profits to the banks. It is trusted that the work will be useful to banking
institutions for satisfying their customers and acquiring their service quality.The work is also anticipated to improve service quality with
regard to client satisfaction. The researcher is extremely determined to bear out a research on how service quality contributes to client
satisfaction in banks.The researcher also has the power to gather and summarize information.

Keywords: Reliability, Responsiveness, Assurances, Empathy and Customer Satisfaction

1. Introduction 3rd June, 1960 it ceased to exist and its offices have been
changed to the newly established central bank “Somali
Today the world grows increasing with the quickly - shifting National Bank”. (http://www.somalbanca. Org/).
surroundings.Business markets have become a lot more
competitive.To contend in such overcrowded and interactive On 8 February 1975, the government renamed the Banca
market space, banks must look beyond the traditional 4Ps of Nazionale Somalia to the Central Bank of Somalia (Bankiga
marketing strategy, which are no longer enough to be carried Dhexe ee Soomaaliya). It also merged the Somali
out for achieving competitive advantage.Service quality Commercial Bank and Somali Savings and Credit Bank
today has become not just the rhetoric of every business (Cassa DI Risparmio e Credito della Somalia) to organize
enterprise, but besides an important concept in service the Commercial and Savings Bank of Somalia, which was at
research.It is almost impossible for a business arrangement the time the only bank in the nation. In 1990 the Commercial
to survive without building customers’ satisfaction and and Savings Bank of Somalia discontinued operations. At
commitment. some point the Central Bank of Somalia too ceased
functioning. (https://en.wikipedia.org/wiki/Central).
The account of banking refers to the development of banks
and banking throughout history, with banking defined by The General objective of the survey was to assess the
contemporary sources as an establishment which provides. Empirical Analysis of the Service Quality Influence on
Customer Satisfaction In Salaam Somali bank.
The story begins with the first prototype banks of merchants
of the ancient universe, which made grain loans to farmers Specific Objectives: - To appraise the effect of service,
and dealers who transported goods between cities.This quality of banks and its client satisfaction in Mogadishu, to
started about 2000 BC in Assyria and Babylonia. investigate the issue of service quality dimensions on
Subsequently, in ancient Greece and during the Roman customer satisfaction In Mogadishu, to find out importance
Empire, lenders based in temples made loans and added two of bank industry to establish customer satisfaction of the
important innovations: they accepted deposits and changed bank, to rate in order of importance the customer service
money.Archaeology from this point issues that need to be amended to increase client satisfaction.

The Central Bank of Somalia was established on June 30, 2. Literature Review
1960 by Decree No. 3 and converted into Law No. 2 of
January 13, 1961. And got down when the United Nation’s Today, the universe arises in an increasingly rapidly-shifting
Trusteeship Administration “A.F.I.S.” established on 8th surroundings.Business markets have become a lot more
April, 1950 a new currency institution regulator “Cassa per competitive.To contend in such overcrowded and interactive
la circolazione mo netaria della Somalia” with its Head marketplace, banks must look beyond the traditional
Office in Rome (Italy).During the 1950s, as independence marketing strategy, which are no longer enough to be carried
approached, on 6th April, 1959 the Head Quarter has been out for achieving competitive advantage.Service quality
moved to Mogadishu, taking over all the assets, liabilities, today, thus, has become not just the rhetoric of every
operations of the Banca d’Italia’s Mogadishu branch., On business enterprise, but besides an important concept in
Volume 8 Issue 1, January 2019
www.ijsr.net
Licensed Under Creative Commons Attribution CC BY
Paper ID: ART20194780 10.21275/ART20194780 2050
 International Journal of Science and Research (IJSR)
ISSN: 2319-7064
Impact Factor (2018): 7.426
service research.It is almost impossible for a business Benefit or that they might even be harmful. For example,
arrangement to survive without building customer think again about the fast-food industry. Many critics blame
satisfaction and commitment.Inquiry has shown repeatedly the plentiful Supply of fat-laden, high calorie, fast-food fare
that, service quality influences organizational outcome, such for the nation’s rapidly growing obesity Epidemic (Kotler &
as performance superiority (Portela&Thanassoulis, 2005) Armstrong, 2012).
increasing sales profit (Kish, 2000; Duncan & Elliot, 2002)
and market share (Fisher, 2001), improves customer 3. Research Methodology
relations, enhance corporate image and raise client loyalty
(Newman, 2001) Caruana, 2002; Ehigie, 2006).In late times, The researcher has taken a quantitative method of gathering
the search for quality is arguable the most significant data since it seems the most appropriate and relevant method
consumer trend as consumers are now requiring higher to the subject under consideration.The research design refers
quality in products and services than ever earlier. to overall plan or strategy for guiding the research.The
researcher used case study as proper research design because
The measurement of customer satisfaction has emerged it will be practiced in deep understanding of the problem
inside the subject of Total Quality Management (TQM) than generalizing the findings across the population.
although it has been researched by various researchers and
theorists from other scientific fields (e.g. Marketing). The The researcher used in the period of conducting this study
TQM School formalizes customer satisfaction as a quality both primary and secondary as questioners. The researcher,
component, as appearing in the major quality awards, organized group discussion; the aim is to obtain balanced
emphasizing on the development of customer satisfaction information.The method employed was only questioners.
data within a business organization (Grigoroudis & Siskos,
2010). Descriptive research was utilized in this research report in
order to know about service Quality Influence customer
Today, the increasing interest in customer satisfaction is satisfaction to bank in Mogadishu Specially Salaam Somali
closely linked to the quality revolution that began in the bank.
former 1980s.
The quantitative analysis was borne away.Information was
During 1960-1980, customer satisfaction measurement was collected through closed ended questionnaires.
initially seen as a problem of consumer behavioral analysis.
(Asya, 2013) In this research, SPSS program used for statistical analysis.
These analysis techniques are chosen because SPSS is a
Character of merchandise or service, customer satisfaction expert at analysis and demonstration.Thus, the researcher
and company profitability are intimately related.Higher will take in an interpretation of the frequency tables and
layers of quality result in higher layers of customer consequently produced a summary of findings, conclusions
satisfaction, which support higher prices and (often) lower and recommendations.
prices.Surveys have demonstrated a high correlation
between relative product quality and company profitability. 4. Summary
Full quality is everyone’s job, just as marketing is The researcher wants to identify that client satisfaction
everyone’s business.However, marketing plays an especially results from what a customer hopes and expects from the
significant part in assisting companies identify and present overhaul.50% of the repairs agreed, 43% of them strongly
high-quality goods and services to target clients. agree and 7% of them showed moderation, but no
respondents disagree and strongly took issue.Thus, most
When marketers do all this, they pull in real contributions to respondents agreed (50%).
total quality management and customer satisfaction as well
as to customer and company profitability.Societies need to The researcher tested that service quality is debated as an
bear on themselves with Return on Customer (ROC) and important tool for a firm to distinguish itself from its
how efficiently they create value from the customers and rivals.13 (43%) of the replies strongly agreed, 13 (44%) of
prospects available. them matched with the same idea, while 4 (13%) of them
showed moderation, but no respondents strongly
Tone is the aggregate of features and features of a ware or disagreed.Thus, most respondents agree and strongly agreed.
service that bear on its power to satisfy stated or implied
needs. (Kotler & Keller.2016)) The researcher examined that quality of service in banks is
measured by how bank information processed. 27% of the
Poor QualityShoddy, Harmful, or Unsafe Products: Another repliers agree, 40% of them strongly agree with the same
criticism concerns poor product quality or purpose.One idea, while 23% of them showed moderation, and 7 % of
complaint is that, too often, products and services are not them disagreed, and 3% replies strongly disagree. Therefore,
produced or performed well. A second complaint concerns most respondents strongly agreed (40%).
product safety. Product safety has been a problem for several
reasons, including company indifference, increased product The researcher revealed that customer will be pleased with
complexity, and poor quality control. A third complaint is the dependability of the bank services.37% of the repairs
that many products deliver little. strongly agreed, 33% of them matched with the same idea,
while 27% of them showed moderation, and 3% of them
Volume 8 Issue 1, January 2019
www.ijsr.net
Licensed Under Creative Commons Attribution CC BY
Paper ID: ART20194780 10.21275/ART20194780 2051
 International Journal of Science and Research (IJSR)
ISSN: 2319-7064
Impact Factor (2018): 7.426
disagreed, but respondents strongly disagreed.Thus, most
respondents strongly agreed.

The researcher also examined that service quality is

5. Conclusion
In general almost all the respondents read the concept of An
Empirical analysis of the service quality influence on
customer satisfaction in the event of the Salaam Somali
Bank. The areas that the study focused where the researcher
dealt with the influence of service quality on customer
satisfaction with banks, service quality models, concept,
Gaps, dimensions and customer satisfaction with banks. This
tin be managed through setting a strong base for banks in
Mogadishu specially Salam Somali banks. On the other
hand, well service quality and satisfying customer can
contribute Value, profits to the banks and prosperity in
Mogadishu. Nevertheless, service quality and customer
satisfaction play an significant part in economic activities
and business development in all countries, it enables all
customer satisfaction to grow business faster.

6. Recommendations
1) On the basis of the findings that have been installed and
the conclusion drawn from the written report, the
researcher thinks of the following recommendations
which are mandatory to be looked at.
2) Banks services have to demonstrate the interests and
concern of its customer and be cognizant of the
worldwide evolution of the technology.
3) Banks should concentrate on customers’ satisfaction and
enhance its employee training and service that facilitates
the customers’ requirement.
4) Somali banks should be very much informed on the new
services proposed by the neighboring states to advertise
the services they offer to their clients.

Volume 8 Issue 1, January 2019