Abstract:
The present study examines the relationship between service quality and customer satisfaction through
the SERVQUAL model. In this research service quality dimensions such as Tangibility, Reliability, Assurance,
Responsiveness and Empathy considered as independent variables and customer satisfaction is considered
as dependent variable. For the purpose of present study 56 customers were selected randomly in
Trincomalee District and the primary data were collected through administrating structured questionnaire
from thoseselected customers. The collected date was analyzed by inferential statistics. Pearson Correlation
analysis revealed that there is a significant positive correlation between service quality and customer
satisfaction. Also the study found that service quality is significantly impact on customer satisfaction. Hence
maintaining high quality services in commercial bank will have excellent customer satisfaction where as low
quality services will lead to a decline in customer satisfaction which also may result to loss of customers.
