Service quality: is the ability to provide assistance, service or product that meets the expectations of the banking customers (Tega, Ogege&Ideji 2014). Summary The study will focus on identifying the strength and direction of the relationship that exists between service quality of tellers in the bank and customer satisfaction.
The researcher will develop a conceptual framework to guide in establishing whether the independent variable influences the independent variable.
The terms are derived from the keywords and specific objectives that guide this study.
However, the term ‘consumer’, ‘customer’, and ‘client’ are used synonymously and interchangeably in the study.
Section 3: Literature Review - Importance of the Research Question The research questions are important since they will reveal the nature of the relationship between the quality of banking services offered by bank tellers and satisfaction of customers in Kuwait.