The Effects of Service Quality Performance on Customer Satisfaction for Non-Banking Financial Institutions in an Emerging Economy

This study aims to explore the effects of service-quality dimensions on customer satisfaction non-banking financial institutions in an emerging economy by adopting renowned SERVPERF model. To verify proposed model, data was collected from thirteen Bangladesh using a questionnaire survey with purposive random sampling method. Through Smart PLS 2 software, partial least squares structural equation modelling approach used analyze data. Research findings reveal that, among six revised assurance, reliability, responsiveness and tangibility have significant satisfaction, but accessibility empathy do not for Bangladesh. According research results, implications suggestions been discussed institution managers.