In today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

Mauritius has undergone massive developments during the past several years. However, along with economic progress, these developments have also been the cause of trouble for the Mauritian population as they have worsened the problem of traffic congestion. Providing state-of-the-art transportation systems is thus crucial for the proper functioning of the Mauritian economy and society. Hence, the paper explores the repercussions that traffic congestion has on the society, economy, and individual. Also, the paper seeks to examine the impact of traffic congestion on several aspects, such as worker productivity, economic growth, commuter health and safety, travel reliability, and the environment. Questionnaires have been helpful tools in obtaining quantitative data. A sample of 100 respondents, consisting of people travelling to and from Ebene and Port Louis on a daily or regular basis, was selected using convenience sampling. The data obtained were then analysed through the SPSS software. Results indicated that traffic congestion negatively impacted on various aspects of the society and economy. The study has depicted that the respondents have affirmed that traffic congestion has an adverse effect on the society, the economy, and the individual. The paper discusses important practical issues relating to traffic congestion in Mauritius, its sources and its effects on the society, the economy, and the individual. Thus, it provides insights to the Mauritian Government and policy-makers on the ways in which they can measure traffic congestion, manage traffic more effectively, adopt appropriate policies, and invest in infrastructural projects. This paper is apt, original, and a must-read as it discusses such issues as traffic congestion, its roots, and its repercussions on the Mauritian society, economy, and individual.