The study considers PLS-SEM as the right tool for data analysis. 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. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. h�bbd```b``���@$��d �]A$�XMX$ D���Q�V`R,fW���`�� ��:�d���o%���@�, �Od"#�]��@�g���@� ��\ There is disparity in the banking sector of a divided Cyprus, where banks in the South have undergone significant restructuring before EU accession and banks in the North are affected by the economic crisis and need to restructure if they want to join the EU. In … 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. 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 study therefore, recommends that the Nigerian banks should make products and services available that best suits the peculiarity of each category of customers and improve the confidence Nigerians have in the banking sector. This study contributes to the literature by considering a model for testing the quality of deposit services in the banking industry. This should be understood as the maximum customer satisfaction with the Bank’s functioning process. The empirical analysis employed data from 150 customers who. Rating the dimensions based on expectations and perceptions of service delivery that need to be improved, it revealed that, GCB should work towards enhancing on reliability, responsiveness, empathy, assurance, and tangibility dimensions respectively. After, Based on the above discussion, Figure 1 propos, Based on the theoretical discussion, Table 1 propos, Tangibility has a significant effect on customer satisfa, Assurance has a significant effect on customer s, Responsiveness has a significant effect on custom, Reliability has a significant effect on customer satis, Empathy has a significant effect on customer sati, Gender affects the level of satisfaction with deposi, Age affects the level of satisfaction with deposit, in some cases. The result of SEM analysis confirm the criteria of Goodness of fit that is Chi-Square is 154.616 with probability equal to 0.277; CMIN/DF (1.066); GFI (0.873); AGFI (0.833); TLI (0.991); CFI (0.992); and RMSEA (0.025). This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. INTRODUCTION “Banks are key players in financial markets operations and play a key role in keeping a country’s economy running smoothly. In modern economics, banking sector performs its activities with significant role side by side manufacturing and other sectors. The result of hypothesis testing is: transaction decisions are statistically proven to be affected by customer satisfaction, customer satisfaction is statistically proven to be affected by service attractiveness and tariff competitiveness, while the attractiveness of unpaid products has a significant effect. Practical implications – An understanding of consumer buying behaviour with respect to mortgage loans is important to bank managers for the attainment of organisational objectives that are focused on building beneficial customer relationships. 2382 0 obj <> endobj It can be inferred from this study that consumer behaviour is dependent on the demographic factors. Berdasarkan hasil yang diperoleh untuk penentuan kriteria balance scorecard untuk PT Purnamajaya Bhakti Utama, total skor nilai 75%, persentase tersebut menunjukan kondisi PT. 1. 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. iii ACKNOWLEDGEMENT “A single hand cannot tie a bundle” says an old adage. 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: tkchang1@hanmail.net, 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. vb�� 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. In terms of respond. American Journal of Trade and Policy, Volume 1, Number 3/2014 (Issue 3) ISSN 2313-4747 (Print); ISSN 2313-4755 (Online) ) A Conceptual Framework for Understanding Customer Satisfaction in Banking Sector: The Mediating Influence of Service Quality and Organisational Oath Amitav Saha, K.M Sabbir Hasan, Md. It contributes to knowledge of marketing management theory and management practices. Data on observed variables were obtained through interviews with questionnaires to 110 BRI Bank customers who transacted at BRILink Branch of Pati and tested using AMOS statistic software. Recommendations were provided in the main text. The analysis was conducted by processing the primary data in statistical software SPSS where several statistical analyses were conducted. This work has the main purpose of considering the quality of banking services focused on Asian countries. Bank managers are therefore more concerned about quality of service and client satisfaction (Olorunniwo et al., 2006). Although an increasing number of studies is being performed in the field of service management, less work is being done on an integrated framework of service quality and product quality, especially that supported with evidence from developing countries. This study contributes to the body of academic knowledge by shedding more light into the role of service quality in the selection process of mortgage provider. 17, no. Service changes are found to have a strong influence on customer evaluations of service quality through their effect on customer perceptions of current performance and disconfirmation. Gives much emphasis to the importance of a positive bank reputation. BBGL provides better services in terms of the level of service quality provided to client than the listed (GCB and SCB) banks. That is, service quality dimensions are crucial for customer satisfaction in banking sector in Bangladesh. Ma et al. Among others, the pr, and close relationships based on the service quality, data through a questionnaire from two convenience samples of bank customers (n1 = n2, SERVQUAL scale factors (tangibility, reliability, responsiv, conducted a survey of 1,092 bank customers in Athens. 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. Practical implications - Helps banks in both areas of Cyprus to redefine their corporate image to one that is customer-focused and driven by service quality. The findings of the study are as follows: 1) only two of seven dimensions of service quality that significantly affect consumers’ satisfaction, are the Islamic Service System and the Responsiveness System, while the remaining effects come from other hypotheses not included in the model; 2) consumers’ satisfaction has a significant effect on consumers` happiness, and the remaining effects come from other concepts that are worth exploring. Therefore, it is interesting to note that, researchers are yet to agree on an appropriate definition of service quality and attain a general consensus on its dimensions. © 2008-2021 ResearchGate GmbH. A bank depends upon the customers for their survival in the market. Providing service quality leads to customer satisfaction, service quality was at the root of customer satisfaction and was linked to such behavioural outcomes as customer loyalty. Assurance has positive relationship but it has no significant effect on customer satisfaction. 4, October 2010 ISSN: 2010-0248 Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia Jayaraman Munusamy, Shankar Chelliah and Hor Wai Mun certain style, then select the appropriate name on the style Abstract—In any business–to-customer (B2C) type of menu. Bank is a customer oriented services industry. T_ -ֆICj�1�"�u��ve`�I �D� ��v� After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth. Purnamajaya Bhakti Utama dapat meningkatkan daya saing dan kualitas produk.Kata Kunci : Strategi Pemasaran, Analisis SWOT, Balance Scorecard. The study also reveals that the locally owned bank (GCB) provides social services rather than the multinational banks. Using the SERVQUAL model, Abdelghani (2012) came to the conclusion that responsiveness, assurance and empathy are important dimensions that users are considering in assessing services quality provided by Moroccan banks. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks. The study is conducted using questionnaire survey administered in Nigeria using customers of some selected banks as sample. However, the five-factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. 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. INTRODUCTION. endstream endobj 2383 0 obj <. A bank has to create customer relationships that deliver value beyond the core product. The researchers found out that, all the five dimensions contributed to quality of service delivery in GCB. 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 The aim of this research is to analyze the impact of service quality on customer satisfaction. The study was a cross-sectional survey that employed the use self-administered questionnaire to collect primary data from a sample of 200 respondents of two banks through personal contact. The bank should emphasize the importance of customer satisfaction among its employees and take further actions in order to enhance the quality of service. – 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. A sound association is found between customer satisfaction and the quality of service provided by the companies. International Journal of Innovation, Management and Technology, Vol. 229-236. Berdasarkan hasil penelitian tersebut dapat disimpulkan bahwa Strategi pemasaran dengan Integrasi SWOT dan Balance Scorecard yang diterapkan manajemen PT. analysed the factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. 2008 ) banks are key players in financial markets operations and play an role. 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