| Summary: | 碩士 === 國立臺北科技大學 === 經營管理系碩士班 === 105 === This study examines the factors that influence customer satisfaction level in the Mongolian banking industry and to identify customer satisfaction level in that sector. Customer satisfaction is crucial as for service companies customers’ behaviors and their satisfaction affect company’s operation. Mongolia has 13 commercial banks which have introduced modern banking technologies to their services. However, they lack to identify their behavior of their customers and what factors influencing their customers’ satisfaction. Mongolian commercial banks conducted surveys to identify customers’ satisfaction level few times in a year (Mongol bank, 2013). This research uses quantitative approach and SERVQUAL measurement to identify customer satisfaction level. Furthermore, the questionnaire of this research includes SERVQUAL measurement’s 22 questions based on its five dimensions and demographic questions and it was distributed to customers of Mongolian commercial banks. Data analyses of this research was conducted by SPSS.
Based on results, the main factors affecting customer satisfaction in Mongolian banks are assurance, reliability, and tangibility.
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