Download or read book Customer Based Quality Measures in Banking Services written by Julia Morgan and published by . This book was released on 1996-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Service Quality in the Nigerian Banking Industry written by Bukola Oyedokun and published by GRIN Verlag. This book was released on 2020-12-23 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.

Download or read book Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala A Comparative Study written by Laly Antoney and published by Prem Jose. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.

Download or read book Innovative Service Quality in the Banking Sector written by Prasanta Kumar Padhy and published by . This book was released on 2014 with total page 13 pages. Available in PDF, EPUB and Kindle. Book excerpt: The global marketplace has virtually forced the service sector to transform itself into a truly customer-oriented, service-focused enterprise. Service quality innovation results when a firm is able to focus its entire energies to think on behalf of customer for an outcome that surpasses customers' expectation of superior value. However such initiatives to innovate the service quality have often lead to increasing expectations among customers as well, and hence, constitutes a self created challenge (Kandampully, 2002).In the present study, the focus is on the critical factors determining service quality in the banking sector by using both traditional and modifying SERVQUAL measures (Parasuraman et al. 1983, 1994). The first study is based on responses of customers (N= 305) in a premier nationalized bank in India with regards to “expected” & “perceived” service quality. In another study, responses of customers (N= 200) in the said bank have been analysed by using the modified SERVQUAL measures (Parasuraman, 1995). Analysis of customers' responses, across 5-dimensions of service quality (in Study-I) and 10-dimensions of service quality (in Study-II), revealed that customers' perceptions of service quality were poor as compared with their 'expectations' from these banks. An analysis of service quality perceptions by the employees of these banks has been made, by taking into account the responses of the bank staff (N=55) on the modified SERVQUAL scale. This paper seeks to identify some critical factors influencing service quality in Indian banks, and could be used as a basis for bankers and researchers in differentiating the good and poor quality of services offered by banks. Its focus is on: How appropriate innovations in banking service could yield benefits in the new organizational arrangements' The impact of organizational and technological innovations in Indian banks has also been cited. Findings of this paper could offer interesting information on the level of service quality in the banking sector of a developing economy, i.e. India.

Download or read book Service Quality Measurement Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-06-01 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]

Download or read book Effects of Mobile Banking Service Quality on Customer Satisfaction The Case of Commercial Bank Ethiopia written by Tarekegn Balango and published by GRIN Verlag. This book was released on 2023-04-25 with total page 83 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2023 in the subject Business economics - Business Management, Corporate Governance, grade: 3.85, , course: Master of business adminstration, language: English, abstract: It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, ,personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach’s alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.

Download or read book Modeling Service Quality and Customer Satisfaction written by Pardeep Kumar and published by Independent Author. This book was released on 2023-03-13 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In nineteenth century, banking segment of service sector reported highest growth in India. Today banking has become a part of our life. Banks fulfill the financial needs of every segment of society like rural artisan, farmers, industrialist and government. Banking segment of service sector make a payment to increase the pecuniary development of any country by transforming financial resources in to productive resources. Hence banking becomes necessity for economic, agricultural and industrial development of an economy. Now a day, banking becomes necessary for every commercial activity. Banks are the largest depositors of people's saving and largest lender of money. Today, one cannot suppose to seize banking services for a single day because without banking no financial transaction takes place. If the banks stop working for some days, a situation of financial crises may arise. The present study is divided into five chapters. The first chapter provides an insight into the concept and consequences of banking, service quality and customer satisfaction. Second chapter presents a review of major research work done in the field of measurement of service quality and customer satisfaction particularly in banking sector. The third chapter offers research methodology adopted for the study. The forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of services provided by the studied bank. I always remain thankful to all from whom I have gained knowledge during my studies and who have provided help and assistance in the successful execution of this research work. I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor, Dr. HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also stimulating discussions and valuable suggestions. I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College, Koslifor their cooperation in collection of data, literature and other information.

Download or read book Measuring Service Quality written by Linga Murali and published by LAP Lambert Academic Publishing. This book was released on 2014-03 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study will be as a practical guideline for service quality, especially banking services. The outcome of this study will assist the development of the service quality in the banking services. The work can better direct bank staff in order to meet with the customer needs and their satisfaction. If the result showed the high score, the bank service providers would be happy with the service. In contrast, if the result showed the low score, the bank service provider would improve the service and arrange training programs. Although a great number of such research studies take place in the context of developed countries, the similar studies in the context of a rapidly developing country like in India are limited. This exploratory study focuses on the issue of measuring of service quality in banking sector in a developing country like India. In line with the above stated purpose, this present study attempts to examine the applicability of two popular measures of service quality in the banking sector.

Download or read book Customer Relationship Management in Banking Services written by Dr. Antony Joseph K & Dr. Gabriel Simon Thattil and published by Lulu Publication. This book was released on 2021-07-01 with total page 299 pages. Available in PDF, EPUB and Kindle. Book excerpt: Achieving and sustaining growth in banking business is a herculean task, but it can be successfully done, if the focus is on customers. With hot winds of competition blowing across the banking industry in India, developing an emotionally close, symbiotic relationship with customers has become highly important than ever before. Any bank that wishes to grow in the size of its business or improve its profitability must consider the challenges surrounding its customer relationships (Watson, 2004)2. Banks now have realized that, of all the problems the business can have, the loss of established customers is one of the most serious. Hence, banks have come out with innovative measures to satisfy their present customers, acquire new ones, and at the same time adopt procedures to win back the lost customers. Customers’ expectations regarding quality, service and value are ever escalating, and hence, a banker can build good relationship with its customers only if it is able to understand their needs and desires. Customer relationship management philosophy, if properly implemented, will enable the banker to develop long-lasting relationship by developing trust and emotional bonding through personalized communication, sharing of values and goals and personalized communication.

Download or read book Service Quality and Its Effect on Customer Satisfaction written by Muche Tadelo and published by LAP Lambert Academic Publishing. This book was released on 2015-08-05 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's competitive environment delivering high quality service is the key for sustainable competitive advantage. Customer's satisfaction does have a positive effect on an organization's profitability. The development and improvement of service quality in banking services is a concern of society from year to year. This can be seen increasing competition in service quality in banking. Quality of care is a top priority in creating customer satisfaction. The bank managers should consider which dimensions of the service quality is most important and has to evaluate the level of its service quality frequently. Hence, it is important for the bank managers to seriously recognize the importance of bank service improvement for their business. The main point to be discussed here is how banks can measure frequently its effectiveness of quality service provision from the eyes of its customers.

Download or read book Achieving Quality in Financial Service Organizations written by Robert E. Grasing and published by Praeger. This book was released on 1988-09-16 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Two consultants examine the need for increased attention to quality in this rapidly growing and changing field. Drawing on numerous examples of successful quality improvement programs in banks, insurance companies, and other organizations, the authors provide detailed suggestions for improving accuracy, timeliness and consistency in service delivery. Changing employee attitudes to reflect the organization's commitment to quality also is covered. Accounting professionals in financial service organizations, particularly at the management level, will want to examine this book. Journal of Accountancy As a result of the deregulation and diversification of the financial service industry, consumers in the 1980s can choose from among a wide range of options. As full-line services are offered by more companies--from banks to insurance firms to mail order and department store chains--competition has grown intense. Financial organizations must distinguish basically similar products and services from those of other companies in order to attract and retain today's increasingly sophisticated customer. This practical handbook, written by two experienced consulting executives in the field, shows how to compete successfully by improving the quality, selection, and delivery of services. Based on proven, field-tested methods developed by the Robert E. Nolan Company, a leading consultant to the banking and insurance industries, it presents clear, step-by-step methods for designing and implementing financial service packages that will satisfy customer needs.

Download or read book Managing Service Quality with Technological Innovations in the Banking Industry written by Dr. Sheerali Arya and published by GRIN Verlag. This book was released on 2021-01-18 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.

Download or read book Measuring the Quality of E Banking Portals an Empirical Investigation written by Hans H. Bauer and published by . This book was released on 2014 with total page 23 pages. Available in PDF, EPUB and Kindle. Book excerpt: Purpose - In the internet economy, the business model of web portals has spread rapidly over the last few years. Despite this, there have been very few scholarly investigations into the services andcharacteristics that transform a web site into a portal as well as into the dimensions that determine the customer's evaluation of the portal's service quality.Design/methodology/approach - Based on an empirical study in the field of e-banking, the authors validate a measurement model for the construct of web portal quality based on the following dimensions: security and trust, basic services quality, cross-buying services quality, added value,transaction support and responsiveness.Findings - The identified dimensions can reasonably be classified into three service categories: core services, additional services, and problem-solving services.Originality/value - The knowledge of these dimensions as major determinants of consumer's quality perception in the internet provides banks a promising starting point for establishing an effective quality management for their e-businesses.

Download or read book Measuring E Service Quality and Its Linkage to Customer Loyalty written by Zhilin Yang and published by LAP Lambert Academic Publishing. This book was released on 2010 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service quality is one of the key factors in determining the success or failure of Internet Commerce. To develop a reliable and valid measurement of Internet-based service quality (e- service quality), a broad conceptual framework was established. This framework integrates several conceptual models in the areas of management information systems, technology adoption, and self- service technology into e-service marketing. This study further assesses customer loyalty by embracing e-service quality dimensions, along with perceived produce/service value, as the determinants of customer loyalty. Based an ethnographic content analysis of 848 effective customer reviews of Internet banking services and a web-based survey study of 235 Internet customers, we develop the "five e-service quality dimension" model which provides researchers with a theoretical framework to measure service quality in Internet commerce. Managers can use this framework and the customer loyalty model presented in this dissertation to improve service performance and, hence, retain online customers.

Download or read book Quality Value Banking written by Janet L. Gray and published by . This book was released on 1992-07-29 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: The concept of quality, long used in the manufacturing sector, has become a top priority among financial institutions. This step-by-step introduction links the creation of quality with bottom-line financial profitability. It combines service quality techniques, organizational effectiveness analysis, and financial profitability strategies calling for management cooperation at all levels--cutting costs, increasing earnings and allowing competitive pricing of customer products and services. Based on the research of Drs. Juran and Edwards, it walks readers through the process of creating a quality management committee and evaluating the bank's products, services, organization and technology, and recommends quality improvement strategies. Also included is an in-depth case study based on the authors' entire program.

Download or read book Service Quality On Customers Patronage Selected Banks In Ogun State written by Ismaila Akintan and published by GRIN Verlag. This book was released on 2021-07-26 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.

Download or read book Internet Banking Service Quality and Its Impact on Customer Satisfaction in Indore District of Madhya Pradesh written by Geeta Sharma and published by . This book was released on 2015 with total page 6 pages. Available in PDF, EPUB and Kindle. Book excerpt: Competition and the constant changes in technology and lifestyles have changed the face of banking in India. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. Banking industry has revolutionised the internet banking services with the help of technology. Internet banking has become one of the widely used banking services among Indian retail banking customers in recent years. Despite its attractiveness, customer satisfaction towards Internet banking service has become an issue due to stiff competition among the banks in India. Customer satisfaction is critically important for its impact on customer retention and firm profitability. Internet banking service quality and customer satisfaction are inarguably the two core concepts for the researchers. It has been analysed that internet banking service quality is a key issue to maintain customer satisfaction. As the development of a customer satisfaction model in Internet banking services context in India specially in Madhya Pradesh had not been addressed by past studies, this study attempts to develop a model based on service quality dimensions, with the purpose to investigate impact of service quality on customer satisfaction. The main objectives of this empirical study is to explore internet banking service quality factors and also analyze its impact on customer satisfaction through Multiple-Regression statistical techniques. A structured likert scale based questionnaire was prepared with the help of literature and filled by internet banking users of Indore district of Madhya Pradesh through survey method. Using factor analysis five dimensions for internet service quality were extracted and to analyze its impact on customer satisfaction regression method was used by the researcher. Researcher found that there is a positive impact of service quality dimensions on customer satisfaction. Regression measures have indicated that website ease of use, comfort, accessibility, are influential factors, whereas, confidence and responsiveness also have significant impact on satisfaction of the online customers.