As competition and disruption grow in the financial market, it is now, more than ever, important for banks to understand what their customer expectations are so they can satisfy those specific needs and requirements (PwC, 2019).

Banks should focus on service quality as a cornerstone for customer satisfaction to reap long-term success and benefits for their organizations and banks have come to the realization of the importance of providing loftier service quality to influence customer satisfaction levels, and this realization has assisted banks to survive in the highly competitive global environment