ISSN: 2225-8329
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The purpose of this paper is to investigate the impact of banking service quality on customer satisfaction in commercial banks operating in Lasanod, SSC-Khaatumo, Somali by using the Servqual framework. The research examines five dimensions of service quality; tangibility, reliability, responsiveness, assurance and empathy. A quantitative research design was employed, with the data collected through structured questionaries from a sample of 384 bank customers, statistical analysis such as descriptive statistics, correlation and regression analysis was used to analyze the data. The results show that Assurance (? = 0.282, p = 0.000) and Empathy (? = 0.266, p = 0.000) are the most significant predictors of customer satisfaction, followed by Responsiveness (? = 0.164, p = 0.004). Tangibility and Reliability also contributes significantly. Strong correlations were found between customer satisfaction and both Assurance (r = 0.716) and Empathy (r = 0.730). The study concludes that improving trust, personalized service, and responsiveness is essential to boosting customer satisfaction in Lasanod’s banking sector. The study concludes that enhancing employee professionalism, empathy, and responsiveness is essential for increasing customer satisfaction in Lasanod’s banking sector. It recommends that banks to invest in staff training, service reliability, and customer-oriented practices to build long-term loyalty and trust in a developing financial environment
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