Download or read book Modeling Service Quality and Customer Satisfaction written by Pardeep Kumar K and published by Independent Aurthor. This book was released on 2023-04-03 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 Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
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 Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Download or read book Service Quality and Customer Satisfaction of Chain Restaurants in Selected Cities of Gujarat written by Dr Kalgi Shah Dr MamtaBrahmbhatt and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 Marketing written by Rosalind Masterson and published by SAGE. This book was released on 2014-03-25 with total page 609 pages. Available in PDF, EPUB and Kindle. Book excerpt: *Winners - British Book Design Awards 2014 in the category Best Use of Cross Media* Get access to an interactive eBook* when you buy the paperback (Print paperback version only, ISBN 9781446296424) Watch the video walkthrough to find out how your students can make the best use of the interactive resources that come with the new edition! With each print copy of the new 3rd edition, students receive 12 months FREE access to the interactive eBook* giving them the flexibility to learn how, when and where they want. An individualized code on the inside back cover of each book gives access to an online version of the text on Vitalsource Bookshelf® and allows students to access the book from their computer, tablet, or mobile phone and make notes and highlights which will automatically sync wherever they go. Green coffee cups in the margins link students directly to a wealth of online resources. Click on the links below to see or hear an example: Watch videos to get a better understanding of key concepts and provoke in-class discussion Visit websites and templates to help guide students’ study A dedicated Pinterest page with wealth of topical real world examples of marketing that students can relate to the study A Podcast series where recent graduates and marketing professionals talk about the day-to-day of marketing and specific marketing concepts For those students always on the go, Marketing an Introduction 3rd edition is also supported by MobileStudy – a responsive revision tool which can be accessed on smartphones or tablets allowing students to revise anytime and anywhere that suits their schedule. New to the 3rd edition: Covers topics such as digital marketing, global marketing and marketing ethics Places emphasis on employability and marketing in the workplace to help students prepare themselves for life after university Fun activities for students to try with classmates or during private study to help consolidate what they have learnt (*interactivity only available through Vitalsource eBook)
Download or read book Service Quality written by Roland T. Rust and published by SAGE Publications, Incorporated. This book was released on 1994 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discussing the latest research and theory in customer satisfaction and services marketing, the topics include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value.
Download or read book Service Quality and Sustaining Customer Relationships written by Heiko Filthuth and published by GRIN Verlag. This book was released on 2020-04-23 with total page 10 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essay from the year 2016 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,7, University of Salford, language: English, abstract: This essay critically discusses the academic literature on service quality models before turning to sustaining customer relationships. In its third paragraph, the connections between service quality and customer relationships are discussed and business situations in which service quality models may sustain customer relationships are considered. Service quality and sustaining customer relationships are interrelated, as both the academic theory and some featured business examples show. Comparing the SERVQUAL model with the 4Ps and 4Cs based on three core statements underline this relationship. Examples from three different industries show practical benefits for both suppliers and customers of products and services.
Download or read book An Analysis of the Modeling Used to Determine Customer Satisfaction written by Kyle Patten and published by . This book was released on 2014 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Many companies use surveys to establish customer satisfaction metrics. This OEM has been using surveys to analyze customer satisfaction with their products, services, and distribution channel for several decades. Satisfaction metrics are established for the brand, product, and channel partners. The product metric is derived from a question on the survey asking customers how satisfied they are with the product. There are subsequent questions thereafter inquiring about satisfaction with specific functional areas of the product. It is common practice to use Partial Least Squares (PLS) regression analysis to evaluate what impacts the functional area questions have on the overall satisfaction question. The model results are used to understand what areas of the machine should be focused on to improve customers' experiences with the machine. These results are compared to other data sources such as warranty, field reports, customer focus groups, etc. The results from these models are sometimes questioned based on what common intuition would suggest. Typically the top three drivers to the product metric are understandable, but there are often one or two key areas that do not make logical sense. The objective of this thesis was to understand whether PLS modeling is appropriate given the nature of customer survey data. Models were estimated using existing survey data on a specific model in the tractor product line. PLS models assume data are linear with no bounds. This in itself likely makes this type of model inappropriate for analyzing customer survey data. Responses are bounded on an 11 point scale from 0-10, however, the PLS model being non-bounded assumes there can be a score under 0 or over 10. The model also assumes a linear slope that would indicate each covariate answer 0-10 has the same level of effect on the response variable. This research has found that each covariate answer is in fact non-linear. For example, a customer answering a 2 to quality of manufacturing workmanship has a different impact on the overall satisfaction score than a customer who answers 8. Finally, this research discovered that the PLS models produce negative coefficients of significant value that are not reported to the enterprise. Binary and ordered logistic (logit) models were estimated as an alternative to PLS. Logistic models are non-linear and are commonly used to evaluate bounded data. Response data were separated into two groups based on Net Promoter Score (NPS) Methodology (Reicheld 2006). Using the NPS methodology, 0-6 scores are considered detractors, 7-8 scores are considered passives, and 9-10 scores are considered promoters. The logistic models demonstrate that the top two drivers to customer satisfaction scores are still quality of manufacturing workmanship and reliability/operational availability (similar to results of the PLS model). The unresolved problems question on the survey was included in the models and demonstrated that the predicted probability of a customer being a promoter is much higher in both binary and ordered logit models if no unresolved problems exist. Finally, the model found engine oil consumption remained negative and is statistically significant suggesting that even with the alternative modeling approach there still may be data issues related to the survey. It is recommended that the OEM implement logistic modeling for analyzing customer survey data. It is also recommended that a new survey design be constructed to eliminate issues with correlated data that can lead to spurious and unexplainable results.
Download or read book Modelling Service Quality Life Insurance Services that Make Customers Happy and Keep Them Loyal written by Chauhan Nisha 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: Marketers in Life Insurance Services have always been concerned with the Customer Perceived Service Quality and Behavioural Intentions of the customers. The intensified competition has compelled the marketers to be more strategic in acquiring, dealing and keeping customers. In view of significance of selected constructs, present study reveals the level of service quality perceived, sense of satisfaction and loyalty felt by the customers of life insurance providers in India. A relationship model of the all the selected behavioural constructs is also purposed and tested with high reliability. A comprehensive analysis of available literature review laid the foundation of the study, initially. Later, first hand data was accessed from the randomly selected respondents from representative population of residents of Delhi and Haryana (NCR) who has taken life risks coverages from any of the life insurance service providers. The data analyzed, portrays agreeable/ good level of Service Quality perceived by the customer. Core Services provided to customers comes out as the top rated dimension of service quality, followed by Human Elements and Process of Service Delivery, Social Responsibility and lastly, Physical Evidence. The customers of life insurance services are also found satisfied and loyal with the service providers. Further, the structural equation established for selected variables confirms significant relationships among them. The model developed portrays a significant influence of service quality on customer satisfaction. One unit change in Service Quality leads to 0.61 units change in Customer Satisfaction and 0.57 unit change in Customer Loyalty. On the other hand, change of 0.23 unit in customer loyalty is derived from change in unit of customer satisfaction. The marketers were suggested according to the service delivery gaps and probable aspects to improve satisfaction and loyalty among customers. Established relationship model of service quality, customer satisfaction and loyalty may help in further researches on gap areas identified.
Download or read book Effect of Service Climate on Service Quality written by Amit Gupta and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study builds on the research evidence of the positive influence of employees' perceptions of service climate and service quality on customer satisfaction with service (Parkington & Schneider, 1979; Schneider, Parkington, & Buxton, 1980). The study tests a model of the relationship between service climate and customer satisfaction using the themes identified by Schneider, Wheeler & Cox (1992). It was hypothesized that human resource practices, interpersonal relationships, coordination, and service emphasis will have a positive relationship with customer service quality. Similarly employee service behaviors, employee service capability and employee service quality will have a positive relationship with customer service quality. Data was collected from employees and customers of a State Government agency. The proposed model was tested using hierarchical linear modeling (HLM). The correlation matrix indicated that there were significant relationships between the variables in the model. Results of model fitting using HLM indicated that human resource practices, service emphasis, employee service behavior and service capability had a positive impact on customer satisfaction, whereas interpersonal relationships had a negative impact on customer satisfaction. No relationships were found between coordination practices and employee service quality with customer service quality. There was significant moderation effect for the office at which the service was delivered.
Download or read book Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry written by Salih Kusluvan and published by Nova Publishers. This book was released on 2003 with total page 876 pages. Available in PDF, EPUB and Kindle. Book excerpt: The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Download or read book The Customer Satisfaction towards Service Quality of Electrical Equipments written by E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Service Management and Marketing written by Christian Gronroos and published by John Wiley & Sons. This book was released on 2016-01-26 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy. The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life: https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh-
Download or read book E Service New Directions in Theory and Practice written by Roland T. Rust and published by Taylor & Francis. This book was released on 2016-09-16 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: The advent of the era of "e-Service," the provision of services over electronic networks like the internet, is one of the dominant business themes of the new millennium. It reflects the fundamental shift in the economy from goods to services and the explosive expansion of information technology. This book provides a collection of different perspectives on e-Service and a unified framework to understand it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities. The insights they offer will be equally useful to students, scholars, and practitioners.
Download or read book Analysis of Customer Satisfaction Data written by Derek R. Allen and published by Asq Press. This book was released on 2000-01-01 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. it is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys. This is the focus of Analysis of Customer Satisfaction Data, which clearly demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. This book is a must read for anyone who is developing a customer satisfaction survey. - Richard Yorio Customer Satisfaction and Loyalty Manager Xerox Corporation.