Service Quality And Customer Satisfaction In Banking Sector Pdf

service quality and customer satisfaction in banking sector pdf

File Name: service quality and customer satisfaction in banking sector .zip
Size: 13366Kb
Published: 01.12.2020

Service Quality and Customer Satisfaction in Banking

As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM. The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction. The impact of individual fairness dimensions on these two customer evaluation variables is also studied.

Journal Metrics. To make sure that you can receive messages from us, please add the 'Sciedupress. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders. International Journal of Business Administration. Journal Help. User Username Password Remember me.

The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty. The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty. The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty.

Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector

Skip to main content Skip to main navigation menu Skip to site footer. Abstract Service process performance of an organization should be measured continuously to achieve competitive advantage and this is possible through providing excellent service by any organization. The quality of the products or the quality of customer service determines the degree of customer satisfaction. The customer satisfaction not only means, satisfying the customers but also customer retention in case of service failure. The organization should solve the complaints through various service recovery strategies. It is mandatory to identify the impact of service failure and customer feedback for the survival, success and prosperity of an organization.

This case study sought to investigate the extent to which banks in Zimbabwe attempt to achieve customer satisfaction in order to reduce customer churn and attrition. Customer retention is now an important element of banking strategy in the Zimbabwean competitive environment.. Furthermore, the study explored customer satisfaction determinants. Descriptive survey was used to collect data. Research respondents included bank employees and customers who completed questionnaires and interviews. Furthermore, it was realized that majority of customers are delighted in transacting with institutions like CBZ which provide loans for long —term capital investment in the form of houses construction etc.

Aims and Scope. Editorial Board. Indexing Services. Publication Fee. Open Access and Publication Ethics. Author Guidelines. Current issue.


Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan. September.


A review of customer satisfaction towards service quality of banking sector

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. The major aim of the research paper is to measure the quality of service offered by private banks operating in Ethiopia. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. Save to Library.

Nuri Wulandari is an assistant professor in Indonesia Banking School. She earned her degrees from University of Indonesia and Birmingham University. Andi Novianti Maharani is a professional working in banking industry.

Service Quality Versus Customer Satisfaction in Banking Sector: A Literature Review

To browse Academia. Skip to main content. By using our site, you agree to our collection of information through the use of cookies.

Service banking is facing several challenges in order to sustain its competitiveness in the long run. In doing so, banks try to promote customer satisfaction especially through service quality. In this situation, interest was aroused to investigate the influence of service quality on customer satisfaction. Results revealed that service quality influenced customer satisfaction. In particular, responsiveness, assurance, and reliability were found as key factors significantly and positively influencing customer satisfaction.


Keywords: banking sector, customer loyalty, customer satisfaction, service quality​. 1. Introduction. Banks are key players in financial markets operations and play.


0 COMMENTS

LEAVE A COMMENT