EXPLORING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN POSTAL FINANCIAL SERVICES
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Steven Kayambazinthu Msosa 
, Jeevarathnam Parthasarathy Govender
Abstract
Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.
Keywords: Service Quality, Customer Satisfaction, Post Office, Financial Services
How to cite this paper: Msosa, S., Govender, J. (2015). Exploring the relationship between service quality and customer satisfaction in postal financial services. Risk governance & control: Financial markets & institutions, 5(3-2), 186-193. https://doi.org/10.22495/rgcv5i3c2art4
