h�bbd```b``���@$��d �]A$�XMX$ D���Q�V`R,fW���`�� ��:�d���o%���@�, �Od"#�]��@�g���@� ��\ endstream endobj startxref 17. In modern economics, banking sector performs its activities with significant role side by side manufacturing and other sectors. Interestingly, the study reveals that clients expectation on all the service dimension have not been met by the Ghanaian banks. Previous studies have shown that satisfying customers is not enough to retain them because even satisfied customers may defect at a high rate in many industries. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. This study examined a critical question from customers' perspective: Does quality of bank services lead to customer satisfaction in the Nigerian banking sector? The analysis was conducted by processing the primary data in statistical software SPSS where several statistical analyses were conducted. The factor analysis literature includes a range of recommendations regarding the minimum sample size necessary to obtain factor solutions that are adequately stable and that correspond closely to population factors. 1, No. In this study is used purposive sampling method. INTRODUCTION. Download full-text PDF Read ... customer knowledge on perceived service quality and customer satisfaction through customer value evaluation in the Indian banking sector. Statistical techniques such as exploratory factor analysis, multiple regression, t-test and ANOVA have been used to test the hypotheses and answer the research questions. Perceived service quality also leads to customer satisfaction among the Libyan banking customers. 0 service quality was at the root of customer satisfaction and was linked to such behavioural outcomes as customer loyalty. During the study, an upward approach to the creation of artificial intelligence systems was used. Access scientific knowledge from anywhere. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. The results indicating support for the hypotheses suggest that the five SERQUAL factors can be used to test banking services based on the whole system. Bank is a customer oriented services industry. – The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. In the banking industry, a key element of customer satisfaction is the nature of the relationship between the customer and the provider of the products and services i.e. Gives much emphasis to the importance of a positive bank reputation. Service delight is now the ethos of several progressive companies over the world. The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector Jamil Hammoud1, Rima M. Bizri1, and Ibrahim El Baba1 Abstract The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer In the banking industry, Bahia and Nantel (2000) develop a more specific scale in measuring Bank Service Quality perception, that is the BSQ model (Grazhdani, Vërçuni, & Merollari, 2015;Jiang, Jun, & Yang, 2016;Paul, Mittal, & Srivastav, 2016; This research will conduct eServices Quality model to assess the quality of online banking services. Menurut Samli dan Frohlich (1992), memberikan layanan berkualitas kepada pelanggan adalah suatu keharusan untuk sukses dan bertahan hidup di lingkungan perbankan yang kompetitif saat ini. The other three refer to product attributes, access, and communication. © 2008-2021 ResearchGate GmbH. The findings are based on structural equation models developed by AMOS. 4. The aim of the study is to evaluate the determinants of customer satisfaction on higher service quality in North Cyprus Banking sector. Join ResearchGate to find the people and research you need to help your work. A sound association is found between customer satisfaction and the quality of service provided by the companies. The main purpose of this study is to increase the understanding of the perceived service quality of the customer within grocery retailing from an Indian perspective. The questionnaire was distributed to clients of banks operating in the territory of Kragujevac, Central Serbia, in the period from September to October, 2018. Thanks to this, it is possible to implement an intelligent system to solve the problem of the distribution of bank domestic investments in an optimal way, that is, with the maximum increase in customer satisfaction. Thus, the objective of this article is to review the existing service quality and customer satisfaction aspects and explore different dimensions perception of service quality. The study uses quantitative approach. Title: Service Quality & Customer Satisfaction: A case of Banking Sector” Level: Final thesis for Master of Business Administration in Business Management Author: Sara Qadeer Examiner: Akmal Haider Supervisor: Dr. Maria Fregidou-Malama Aim: The aim of this research is to analyze the impact of service quality on customer satisfaction. On the other hand, clients’ loyalty is most strongly influenced by variable responsiveness while the weakest influence, as well as on satisfaction, has variable tangibility. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The problem in this research is how to improve customer satisfaction which will influence the decisions of transactions at BRILink BRI Branch of Pati. Kazi Omar Siddiqi (2011) studied the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector… Bank managers are therefore more concerned about quality of service and client satisfaction (Olorunniwo et al., 2006). only partial support, indicating a need to improve reliability for V, based on respondent characteristics, there, age and experience showed no differences in, deposit services of VCBs. The implication of the finding is to enhance the understanding of bank managers and other relevant stakeholders of customers' perception of the quality of banking services and consequently reveal the path to developing strategies for improving their satisfaction. The results are obtained by qualitative and quantitative method. Banking services is an important subsector of the gross service sector domain which is instrumental in the development and sustainability of an economy. This work has the main purpose of considering the quality of banking services focused on Asian countries. enhancing customer satisfaction should be a key driver for banks in maintaining a long term relationship with their customers. endstream endobj 2383 0 obj <. Purnamajaya Bhakti Utama dapat meningkatkan daya saing dan kualitas produk.Kata Kunci : Strategi Pemasaran, Analisis SWOT, Balance Scorecard. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word-of-mouth. Quality customer service of the bank is to, Purpose - To analyze and compare service quality in the commercial banking sector of a small island economy - Cyprus - and to investigate the relationship between overall bank customer satisfaction in the Turkish- and Greek-speaking areas of Cyprus and positive word-of-mouth about their banks. Providing service quality leads to customer satisfaction, Customer satisfaction will help build customer loyalty. . A quantitative approach using Statistical Package for the Social Science (SPSS) version 20 is used, which caters to the exploratory nature of the work. A bank can differentiate itself from competitors by providing high quality customer service (Naeem & Saif, 2009). iii ACKNOWLEDGEMENT “A single hand cannot tie a bundle” says an old adage. A Study on the Positive Potential of Demonetization and Digital Payment System to improve Service Qu... Service Quality and Its Effects on Customer Satisfaction with Deposit Services in the Banking Indust... Factors affecting service quality at Vietnamese retail banks. In business world customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. The authors present a theoretical and mathematical framework that provides a basis for understanding and predicting these effects. The expected final effect is that the right quality of customers` service practice can increase customers’ satisfaction and happiness in the Islamic context. PDF | This study contributes to the literature by considering a model for testing the quality of deposit services in the banking industry. Introduction Banks are key players in financial markets operations and play an important role in keeping a country’s economy running smoothly. 2418 0 obj <>stream The purpose of the study is to compare service quality across these three banks and to determine the most important factors contributing to service quality. But the crux of the matter is that to achieve better, Sustainable growth and development can be the most important lesson that banks have learned in recent decades. PURNAMAJAYA BHAKTI UTAMA), A COMPENDIUM OF LITERATURE REVIEW ON SERVICE QUALITY IN BANKS, THE EFFECT OF PRODUCT FASCINATION, SERVICE FASCINATION, AND COMPETITIVE POWER OF TARIFF ON CUSTOMER SATISFACTION AND IMPACT ON TRANSACTION DECISIONS (Study on Agent BRILink BRI Branch of Pati), Determinants of Ghanaian Bank Service Quality in a Universal Banking Dispensation, A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes, The importance of service quality in bank selection for mortgage loans, Service Quality and Its Effects on Customer Satisfaction with Deposit Services in the Banking Industry, The PIMS Principles: Linking Strategy to Performance, Quality is Free: The Art of Making Quality Certain, The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China, Service quality in the banking industry: An assessment in a developing economy. ensure customer satisfaction and take their needs into consideration to improve service quality. Such data are not intelligent, they must be formalized and on this basis a strategy for the functioning of the bank for a certain period of time should be built. In fact, necessary sample size is dependent on several aspects of any given study, including the level of communality of the variables and the level of overdetermination of the factors. 17, no. R. Hinson, A. Mohammed and R. Mensah, Determinants of Ghanaian bank service quality in a, C. Lymperopoulos, I. E. Chaniotakis and. Key Words: Service Quality, Customer Satisfaction, Retail Banking, SERVQUAL. A Factor Analysis of Customer Satisfaction, All figure content in this area was uploaded by Tran Van Quyet, All content in this area was uploaded by Tran Van Quyet on Jun 30, 2016. International Journal of u- and e- Service, Kyungsansi, Kyungbuk, 712-714, Rep. of Korea, Corresponding Author: firstname.lastname@example.org, This study contributes to the literature by, retain them because even satisfied customers may defect at a high rate in many indust, have difficulty in understanding the complex nature of, focus on brand names, which are generally built o, credit as well as liquidity to borrowers through li, Marketing theory has identified the core factors influencing customer satisfaction, particularly in the service sector, but few, This raises the question of what key factors in the SERVQUAL model influence customer, satisfaction with deposit services in Vietnam', SERVQUAL and BSQ scales. Purposive sampling technique was employed in the study with Statistical Package for Social Sciences (SPSS) used for the analysis. It is also necessary to the importance of areas of activity depending on customer feedback – by collecting customer information, such as complaints, suggestions, survey results, etc. It also reviews the selected research works carried out during the period 1980 to 2015 to study the impact of different variables on this subject. SERVQUAL model is used to analyse the perception of customers on determinants of service quality. Employee education, beneficial programs for customers and implementation of new features are recommended. Metode pengumpulan data yang digunakan adalah data sekunder yang diambil dari penelitian kepustakaan serta dari data perusahaan. Improving service quality and customer satisfaction is the key differentiator in competing more successfully in the banking sector in Sri Lanka (De Silva, 2009). Keywords: Service quality, Customer satisfaction, Banking sector, SERVQUAL . Research limitations/implications – Limitations relate to the use of non-probability sample and the restricted geographical area of the field research. Design/methodology/approach – The research involved a review of available literature on bank choice criteria, the fieldwork, the identification of factors that affect customers' choice, and the development of related managerial implications. In terms of respond. The economic crisis and the emergence of an increasing number of competitors in the banking sector have led to the need for banks to better understand their clients and to work more closely together with them. 2404 0 obj <>/Filter/FlateDecode/ID/Index[2382 37]/Info 2381 0 R/Length 111/Prev 396645/Root 2383 0 R/Size 2419/Type/XRef/W[1 3 1]>>stream Considering the importance of SST in retail banking industry and the practical issues as well as some theoretical gaps in providing efficient and effective banking services of high quality, this paper aims to examine the determinants for service quality for customer satisfaction, in particular, reliability and responsiveness of the ATMs services. Tangibility is the least predictive of perceived service quality. Being incredibly involved with customer satisfaction in the banking industry, we’ve seen firsthand how big of an impact it has for a bank’s financial success. 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