Service Quality in the Mauritian Banking Sector: an Analysis of Service Quality and Customer Satisfaction in the Mauritian Banking Sector by Using the Servqual Model

With growing competition in the banking sector, banks are focusing their efforts on providing better quality products and higher service quality to make customers satisfied and to have a competitive edge over their rivals. In that respect, the main aim of this project was to assess the service quality of the products and services offered by the banks and customer satisfaction in the Mauritian Banking Sector. The SERVQUAL Model was used to carry out the analysis.