The purpose of this study is to examine as to what extent the service of Afghanistan commercial banks provide customer satisfaction and to find out the relationship between the dependent variable customer satisfaction and independent variables service quality, security and privacy, and customer loyalty. Data were collected through questionnaires from customers of commercial banks in Kabul City concentrating on its main branches (Afghanistan international bank, Azizi bank, New Kabul bank, and Pashtany bank). The sample size selected was 100 respondents however, nearly 150 questionnaires were distributed. To analyze the data, SPSS version 21 were utilized to present descriptive and inferential statistics. Key findings revealed that service quality, security and privacy, and customer loyalty have a significant positive impact on customer satisfaction in the Afghan commercial banks and whenever service quality, security and privacy, and customer loyalty increased, customer satisfaction likewise increased. Suggestions and recommendations were proposed that these banks should put equal emphasis on these three predictors on customer satisfaction which may entail additional resources, improvement of customer service, friendliness to customers, and building long-term mutually satisfying relationships.
Volume 12 | 08-Special Issue
Pages: 687-696
DOI: 10.5373/JARDCS/V12SP8/20202571