Analyze the following case carefully and answer the questions that follow:
A study was conducted in Bharatpur, Chitwan which is far around 188 km from capital city of Nepal, Kathmandu. The main objective of the study was to examine impact of service quality performance of banking sectors on customer satisfaction. The study helps the managers of the bank. The population of the study was quantitative in nature. A questionnaire was used for data collection from 421 customers for data analysis. The sampling procedure used was probability random sampling. A descriptive and inferential statistics was used to see the service quality gap regarding the customer satisfaction. Bivariate analysis was used to test the alternative hypothesis against the null hypothesis and established correlation between the service quality and customer satisfaction. The study shows that the banking sectors of Bharatpur Town have not met the service expectations of the customers of bank, as there was a significant gap between customers' perceptions and expectations. Among the five dimensions of service quality of banking such as tangibility, reliability, responsiveness, assurance and empathy, the highest gap is can be seen with found in tangibility and low degree positive correlation was found in empathy. Therefore, banks need to better understand their customers' expectations and continually measure and evaluate their services regarding quality performance in order to improve quality based on customers need.
Questions:
a. Write down any five probable list of questions based on the given study related to impact of service quality performance on customer satisfaction.
b. Why the inferential statistics was used in the given study? Explain.
c. Draw a theoretical framework with dependent, independent and moderating variables.
d. The design of the study was quantitative in nature. Justify your answer.
