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Research Paper | Marketing | Sudan | Volume 10 Issue 2, February 2021

Assessment of Customer Satisfaction and Service Quality Gaps in Domestic and Foreign banks in Sudan

Nasreldin Mohamed Tomsah

Abstract: Customer service is one essential part of any aspect of banking and it outlines future of any banking institution. In banking sector, the whole series of activity and generation of Income twists around the customer. From a very contented and quiet environment, now the Sudanese Banking Sector is considered by hard competition for the customers satisfaction and profit war between different banking groups i. e. (domestic bank vs. foreign Bank). This research tries to examine the comparative analysis of customer satisfaction among these two categories of banks domestic and foreign banks using the list of service characteristics based on service quality method. Simple random sampling technique is implemented and sample size of the data was driven from customer of domestic and foreign banks operated in Sudan and located in Khartoum state.

Keywords: Service quality, customer satisfaction, foreign bank, Sudan

Edition: Volume 10 Issue 2, February 2021,

Pages: 450 - 453