Title:
IMPACT OF SERVICE QUALITY ON CONSUMER SATISFACTION: THE CASE OF KHAAN BANK IN MONGOLIA

Authors:
Gantogtokh Tsogtgerel and Munkhzul Tuvshinbat ,Taiwan

Abstract:
The banking industry is a critical factor of economic development and manage the financial flow between people and business. In recent years, Mongolian banks are strong competing with each other to attract new customer and keep a loyal customer. Consequently, Banks are facing an issue related to customer shift among banks and research study focused on investigating Service quality effect on Customer satisfaction and loyalty. The research will help high-level managers in the bank to produce an effective service strategy for increasing customer satisfaction. A conceptual framework based on the SERVQUAL model and Primary data will be collected from one hundred customers whoget service from Khaan Bank in Mongolia. To output analyzing the result, SPSS 21 software will be used for doing a reliability test, correlation, and regression analysis, and it will make a conclusion and suggestion for the bank