Personal Demographical Factors and their Influence on Customer Satisfaction from Customer Perspective

Abstract

Customer satisfaction is very important concept in modern business organization and also many business organizations wish to maximize their customer satisfaction. Main objective of this study examines the relationship between personal demographical factors (age, sex, income level, educational level and marital status) and customer satisfaction. Data were collected tthrough closed ended questionanaire. This study limited to customer of private commercial banks in Jaffna district. Therefore, systematic random sampling method was used to choice respondents. This study revealed that there is no significant difference between the personal demographic factors such as gender and marital status but there exist significant difference among age, income and education level on service quality. The findings of study leave plenty of scope for enhances to uplift the customer satisfaction.

Keyword: Demographical Factors, customer satisfaction