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M.Tech / M.E / PhD Thesis | Management | Malaysia | Volume 4 Issue 11, November 2015

Testing the Validity of a Proposed Model for Measuring Customer Satisfaction in Libyan banks Using Confirmatory Factor Analysis

Ali Ramadan Musbah | Nasser Habtoor ^[4]

Abstract: The current study aimed to test the validity of a proposed model for measuring customer satisfaction in the public commercial banks and their branches in the Libyan context. The proposed model consisted of the dimensions and standards of service quality evaluation based on the (SERVQUAL). In order to achieve this, the researcher used a Confirmatory Factor Analysis (CFA) through the Amos program (Amos 21.0). The study population represented the middle management including directors and heads of departments in the main six commercial banks in Libya and the branches of these banks (N= 402). The findings of the study showed that the proposed model was valid and reliable for measuring customer satisfaction in the public commercial banks.

Keywords: Material, Reactive, Security, Empathy, Reliability

Edition: Volume 4 Issue 11, November 2015,

Pages: 1190 - 1193