Group Name: Insight Inspector

Empathy:
Empathy refers to the level of caring and individual attention to special customers’ concerns,
understanding need of customers, and having problem solving attitude directed towards client
group. Dealing with care and giving special attention make customers bonded with a bank,
hence, become satisfied. (1)
So, hypothesis is:
The greater the banks’ empathy to the customer, the greater will be customer satisfaction.
SL Statements Citation
1 Are you satisfied with the attention given by the bank to its individual customer? (2)
2 How was the expression of bank employees’ facial, gesture and vocal to the customer? (3)
3 Do the employees really think that the customer is unique and special to them? (4)
4 Are the employees enthusiastic to understand customer needs? (5)
5 Are you satisfied with the behavior of the bank employees with the regular and (3)
irregular customer?
6 Are the bank employees able to understand the need, problem and complaint of (6)
individual customer?
7 Have bank employees ever refused to serve a particular customer? (6)
8 Are the banking hours convenient for you? (2)
9 How has the behavior of the employees been accepted in the heart of customer? (7)
10 Are you satisfied with the sympathetic tendency and willingness of bank employees (3)
when you faced a problem?

References
1. Measuring Service Quality of Banks: An Empirical Study. Ali, Saiful Islam , Md. Borak. 2011, Research
Journal of Finance and Accounting, Vol. 2, p. 77.

2. Impact of Service Quality on Customers' Satisfaction:An Empirical Study on State-Owned Commercial Banks
in Bangladesh. Sumon Das, Fatema Jannat. 2018, Impact of Service Quality on Customers, pp. 32-48.

3. Empathy and its measurement. In S. J. Lopez & C. R. Snyder (Eds.). Zhou, Q., Valiente, C., & Eisenberg,
N. 2014, Positive psychological assessment: A handbook of models and measures, pp. 269–284.

4. The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Pakurár,
M., Haddad, H., Nagy, J., Popp, J. and Oláh, J. 2019, The service quality dimensions that affect customer
satisfaction in the Jordanian banking sector, pp. 2-24.

5. Measuring Service Quality in the Banking Industry: A Hong Kong Based Study. Mei Mei Lau, Ronnie
Cheung, Aris Y. C. Lam, Yuen Ting Chu. 2013, Contemporary Management Research, Vol. 9, pp. 263-282.

6. Quality improvement strategy of islamic banking services in Indonesia through the integration of Servqual
and Importance Performance Analysis (IPA). HAMZAH, Zulfadli, PURWATI, Astri Ayu, SURYANI,
Febdwi, HAMZAH. 2019, Quality improvement strategy of islamic banking services in Indonesia, Vol. 40, p.
13.

7. User Satisfaction Review of Private Commercial Banks in Bangladesh. Md. Ashaduzzaman, Md.
Moniruzzaman Khan, Sheila Farhana. 2022, South Asian Journal of Commerce and Management, Vol. 3.