Download or read book The Impact of Service Quality on Customer Satisfaction and Customer Loyalty the Case of Mongolian Commercial Banks written by 安雅文 and published by . This book was released on 2016 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 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 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 An Empirical Study of Direct Relationship of Service Quality Customer Satisfaction and Bank Image on Customer Loyalty in Malaysian Commercial Banking Industry written by Zahir Osman and published by . This book was released on 2016 with total page 9 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aim of this study is to develop a direct effect understanding of service quality, customer satisfaction and image on customer loyalty in Malaysian commercial banking industry. The Structural Equation Model (SEM) adopted to analyze the casual relationships between exogenous variables and endogenous variable. The model was developed and later tested by using the Partial Least Square (PLS) procedure on data collected from a survey that yielded 512 usable questionnaires. The findings demonstrated that service quality, customer satisfaction and image have significant and positive influence on customer loyalty in Malaysian commercial banking industry. It is important to do the study employing experimental design by capturing longitudinal data in Malaysian commercial banking industry using robust measures. The findings imply that the relationship of service quality, satisfaction and trust on customer loyalty will lead to commercial banks' profitability.

Download or read book Impact of Service Quality on Customer Satisfaction and Customer Loyalty written by Saad Mateen Ahmed and published by . This book was released on 2016 with total page 478 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s intensive competitive world, capability of high-quality service is maintained by firms as a source of competitive advantage which is sustainable. Well satisfied customers are attained by firms which could provide higher quality services, which in turn results in loyal customers. For that matter, the satisfaction of customers has become the pivotal study of service marketing and operations management. Service firms such as banking services, including Islamic banking service, are vital to the economy of any country, as this sector contributes increased portion to its Gross Domestic Product (GDP) and higher employment rate. The survival, profitability and competitive advantage of the bank in today’s environment, lie on the bank’s ability to offer excellent service quality. Therefore ways to provide high quality products and services to satisfy existing and potential customers to make them remain loyal is utmost important. In spite of the increasing numbers of Islamic Banks in the Bahraini banking industry, very little empirical investigation has been carried out in understanding the impact of service quality that lead to customer satisfaction and customer loyalty. The current study thus endeavours to close the gap in the literature by focusing on the impact of service quality on customer satisfaction and customer loyalty in the Islamic banking sector of Bahrain. The present study has used SERVPERF model of service quality proposed by Cronin and Taylor (1992). Quantitative method was used for the current research. A well-structured questionnaire was personally administered by the researcher to obtain what will be the primary data for this research. A 7 point Likert scale has been used with “1” being strongly disagreed and “7” being strongly agreed. The study has used statistical software SPSS 20 to organize, classify and analyse all the data collected. The results indicated that the effect of Service Quality (SQ) on Customer Satisfaction (CS) and also the effect of Customer Satisfaction (CS) to Customer Loyalty (CL) were statistically significant supporting Hypothesis (H1) and Hypothesis (H3). Meanwhile, Service Quality (SQ) had not any significant effect on Customer Loyalty (CL) rejecting Hypothesis (H2). Furthermore, the results showed that Customer Satisfaction (CS) fully mediates the relationship between Service Quality (SQ) and Customer Loyalty (CL) which supported the hypothesis (H4). From the moderation analysis, it was found that neither Gender nor Educational level of respondents could moderate the relationship between Service Quality (SQ) and Customer Satisfaction (CS). Therefore the hypotheses (H5) and (H6) were rejected. This empirical study adds value to the current knowledge of Islamic banking service providers’ practices. To apply these findings to craft a strategy for better future and concentrate on their positioning in the market and also to offer enhanced service quality to their customers, would lead the Islamic banks in general and Bahrain in particular to new heights of competitiveness and sustainability.

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 Customer Service Quality and Its Effect on Customer Satisfaction written by Tizazu Kassa and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study examined customer service quality and its effect on customer satisfaction in commercial bank of Ethiopia at Ambo branch. The study was conducted at one branch. The five service quality dimensions were used to measure the service quality of the bank. The researcher collected data through questionnaire. The respondents were selected through simple random sampling method and the data was analyzed using statistical tools such as mean, standard deviation, correlation and multiple regressions. The findings of this study indicate that the four service quality dimensions (tangibility, empathy, assurance and reliability) have positive and significant effect on customer satisfaction. However, responsiveness has a negative and insignificant effect on customer satisfaction. Providing superior service quality is very crucial for the success and growth of the bank. That means, if the bank provide superior service quality to customers, the customers will be satisfied, if they are satisfied with the service of the bank, they will be loyal customers of the bank. Therefore, the bank should provide superior quality service to customers in order to achieve its goals.

Download or read book Exploring Service Quality and Its Impact on Customer Satisfaction and Customer Loyalty Within Islamic Banks in Palestine from Customers Perspective written by Ibrahim Jamal Mahamid and published by . This book was released on 2022 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Service Quality in Commercial Banks The Shkodra Case written by Arjeta Hallunovi and published by GRIN Verlag. This book was released on 2018-11-19 with total page 62 pages. Available in PDF, EPUB and Kindle. Book excerpt: Scientific Study from the year 2018 in the subject Economics - Finance, grade: 12, , language: English, abstract: The issue of service quality has been at the center of the ongoing academic and business interest since the late 1970s. Of course buyers have always been concerned about quality, but increasing competition in the current markets of many services has made consumers more selective in the service they choose. The study focuses on banking services, their quality and customer satisfaction in the banking system: as a case study, services provided by banks in Shkodra have been taken. For the realization of the study a complete analysis was used based on the data collected from the questionnaire with the clients of the commercial banks operating in Shkodra. The data provided by the questionnaire analyzed the real level of banking services in Shkodra. These services are seen in terms of their diversity as well as the level of quality of services they offer to attract the customer. The study also highlights the gaps that these banks have in their services under contemporary conditions. The purpose of this study is to confirm the theory that banks should do more to perceive the customer about the quality of services. Banks try to provide modern services, but the most important is to identify and perceive customer needs about services because what may be good for the bank may not be the good for the customer.

Download or read book The Dimension of Service Quality and Its Impact on Customer Satisfaction Trust and Loyalty written by Lee Siew Peng and published by . This book was released on 2016 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt: Banking is an important industry in a nation but with the intense competition of various banks available, it is the services provided that crucially distinguishes the banks. Previous studies have examined the relationship between service quality, customer satisfaction, perceived value, loyalty, trust and image. These studies adopted the SERVQUAL model to measure service quality in banks which may be five dimensional. This study proposes to measure service quality by applying six dimensions: tangibles, empathy, reliability and security, price, online banking and convenience. These six dimensions are used to examine the relationship between service quality, perceived value, customer satisfaction, bank image, customer loyalty and customer trust among bank customers in the Klang Valley, Malaysia. Data were analysed by structural equation modelling (SEM) in order to test all the relationships between the variables in the model. The findings support the proposed hypotheses, which are consistent with the theoretical framework. The results indicate that the dimensions of tangibles, empathy, reliability and security, and online banking have a significant positive relationship with perceived value. The analyses show that service quality, customer satisfaction, bank image and trust are important determinants of loyalty.

Download or read book Service Quality Customer Satisfaction and Loyalty written by Faizan Mohsan and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: Banking sector is an important part of a country's economy which has seen precedent growth in the last decade and competition in this sector is raging at the moment. All the banking organizations in the market are striving hard to snatch their piece of pie from competitors. Satisfying customers and building their loyalty could prove to be very critical for the success of the banking organizations in Pakistan. This study look into this phenomenon by seeking empirical justification in this regard considering service quality as main contributory factor towards customer satisfaction and customer loyalty. The data were collected from 225 customers visiting the banks counters and had an account with banks serving in Pakistan. The collected data then analyzed using the Microsoft Excel and SPSS 19. The results of the study revealed that service quality has positive association with customer satisfaction and loyalty. Some recommendations for future research are also made.

Download or read book Analysis of Service Quality Affecting on Customer Satisfaction A Case of Mongolian Convenience Stores written by Buyandelger Batbold and published by . This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Effects of Customer Service Quality on Customer Satisfaction and Loyalty written by and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Service Quality and Customer Satisfaction in Banks During an Economic Recession and Banking Crisis Period written by Andreas Kalpadakis and published by . This book was released on 2015 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors tested a modified SERVQUAL scale based on a survey of Pancretan Cooperative Bank's customers - in terms of a critical case study - in order to identify any differences in service quality satisfaction and its impact on the behavioral intentions of the bank's customers. Considering the BANKZOT model, the research intention was to: (1) identify the zone of tolerance (ZOT) of bank's services performance and customers' satisfaction level; (2) examine which of the service quality dimensions of the adapted SERVQUAL model contributed significantly to overall customer satisfaction and loyalty; and (3) examine if the ZOT of bank's services performance might successfully predict customer loyalty, market share and financial performance in an economic and debt crisis period. The data were collected by means of a structured questionnaire answered by 150 bank's customers from all over Crete (island of Southern Greece). Based on the research results, the authors were leaded to the conclusion that the ZOT of Bank's services performance might successfully predict customer loyalty, contribute substantially to the increase of the market share, and increase bank's financial performance, in an economic recession and banking crisis period. Research, practical and policy implications are summarized in the discussion section.

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 Loyalty and Customer Relationship Management in Banking Sector Case Study of HSBC written by Farrukh Khan and published by Lulu.com. This book was released on with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: