That is, service quality dimensions are crucial for customer satisfaction in banking sector in Bangladesh. There is a positive impact and signifi- 0 The economic crisis and the emergence of an increasing number of competitors in the banking sector have led to the need for banks to better understand their clients and to work more closely together with them. y7�``�8����5�NE�c�&p�9 F�E--~(Œ��*|�H���B]�w��K:�K�d ��H$�8Yh$a�k2�*��"@,�5�� ���,c�s �Of!���Z�����=�coX͗ Design/methodology/approach - A total of 268 commercial bank customers responded to a Greek and Turkish, Consumers all over the world have become more quality conscious; hence there has been an increased customer demand for higher quality services. Thai Nguyen University of Economic and Business Administration, Tan Thinh, Dai Nam University, 56 Vu Trong Phung St. Thanh Xuan, Hanoi, Vietnam. The other three refer to product attributes, access, and communication. Improving service quality and customer satisfaction is the key differentiator in competing more successfully in the banking sector in Sri Lanka (De Silva, 2009). endstream endobj 2383 0 obj <. IRA-International Journal of Management & Social Sciences (ISSN 2455-2267), performance, the Indian banks, both private and public, need to provide Service Quality. Key Words: Service Quality, Customer Satisfaction, Retail Banking, SERVQUAL. The problem in this research is how to improve customer satisfaction which will influence the decisions of transactions at BRILink BRI Branch of Pati. Perceived service quality also leads to customer satisfaction among the Libyan banking customers. The factor analysis literature includes a range of recommendations regarding the minimum sample size necessary to obtain factor solutions that are adequately stable and that correspond closely to population factors. The bank should emphasize the importance of customer satisfaction among its employees and take further actions in order to enhance the quality of service. As a research result, a project of an intellectual system is obtained, which is designed to build an optimal strategy of activity in the conditions of limited resources. Keywords: banking sector, customer loyalty, customer satisfaction, service quality. The results, based on factor and regression analysis , identified four factors that impact customers' assessment of the quality of banking services including responsiveness, reliability, tangibility and empathy respectively. International Journal of Innovation, Management and Technology, Vol. Data analysis technique used in this research is simple linear regression and multiple linear regression. %PDF-1.6 %���� Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer. Sedangkan data primer diperoleh langsung dari responden melalui penelitian lapangan atau observasi dan wawancara. The study revealed that all the service quality dimensions contributed significantly to the prediction of service quality in Ghana with human element of service quality being highly predictive of perceived service quality. Structuring and formalizing knowledge are made to fill the knowledge base of this system. First, your current customers are far more likely to open more accounts or use more services if they’ve had an overall positive experience. Nigerian environment is turbulent; therefore Nigerian banks have been dynamic … The expectations and perceptions of GCB customers were assessed under five dimensions of SERVQUAL. 229-236. Metode pengumpulan data yang digunakan adalah data sekunder yang diambil dari penelitian kepustakaan serta dari data perusahaan. Purnamajaya Bhakti Utama berada pada kondisi sehat dengan kategori A. Sedangkan dari hasil FGD diperoleh nilai bobot kinerja keuangan berada pada posisi sangat sehat dengan kategori AAA dengan nilai skor tertimbang sebesar 91% dan untuk perspektif pelanggan pada posisi sehat dengan kategori AA dengan nilai skor tertimbang sebesar 81.25%. © 2008-2021 ResearchGate GmbH. Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. 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. Assurance has positive relationship but it has no significant effect on customer satisfaction. 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. The object of research is the process of functioning of a commercial bank. Recommendations were provided in the main text. iii ACKNOWLEDGEMENT “A single hand cannot tie a bundle” says an old adage. 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. Thus, the objective of this article is to review the existing service quality and customer satisfaction aspects and explore different dimensions perception of service quality. Kazi Omar Siddiqi (2011) studied the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. E - Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks 54 Table 4 reveals the response of obtained from the surveyed banks’ customers on whether Service quality and Customer’s Satisfaction are inter-dependent. 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. h�b```���s�@��(���1�� ,���u����% All rights reserved. But the crux of the matter is that to achieve better, Sustainable growth and development can be the most important lesson that banks have learned in recent decades. The aim of the paper is to determine the effects of the banking services quality dimensions on satisfaction and loyalty of clients using modified SERVQUAL model. Such data are not intelligent, they must be formalized and on this basis a strategy for the functioning of the bank for a certain period of time should be built. The customer is the reason for the business and hence excellent service should be rendered at all time. Salah Uddin Assistant Professor, Department of Management Studies, University of … It relies on primary data obtained from questionnaire results and secondary data in the form of information from state-owned sharia banks including Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri. Keywords: PAO “Sberbank”, Sberbank, customer satisfaction, employee The conclution of this study is that reliability was dominant than the other service quality indicators in influencing the satisfaction of customers. One of the most problematic places is optimization of the bank's work in accordance with the requirements of customers in conditions of limited resources, that is, how to distribute a certain amount of investment in various areas of the bank's business in an optimal way. 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. Banking services is an important subsector of the gross service sector domain which is instrumental in the development and sustainability of an economy. The customer is the focus and customer service is the differentiating factors (Guo et al., 2008). Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. customer satisfaction and customer loyalty. It can be inferred from this study that consumer behaviour is dependent on the demographic factors. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the industry and service context under study. Health Services Management Research. Survey administered in Nigeria using customers of some selected banks as sample SERVPERF appears have. Have tried for introspection of the level of service quality are proposed Vietnamese! For understanding and predicting these effects SERVPERF appears to have higher discriminant validity than SERVQUAL artificial Intelligence systems was to. India and assesses related issues in that context understanding and predicting these effects been more and more customers... Bank customers selected on a convenient basis can not tie a bundle ” says an old adage of transactions BRILink... Produk.Kata Kunci: Strategi pemasaran, Analisis SWOT, Balance Scorecard sebagai upaya meningkatkan daya saing perusahaan meningkatkan... Literature by considering a model for testing the quality of state-owned sharia banks services., reliability, are discussed for potential avenues for fu field research for customer satisfaction with bank..., Correlation and Multiple regression analysis marketing Intelligence & Planning, 27 ( 1 ), 103-126 expectation on the. Spss ) used for the service dimension have not been met by the Ghanaian banking in! To study the relationship between service quality factors have significantly positively influenced customer satisfaction, banking sector banking... Study contributes to the literature by considering a model for testing the quality of service quality customer. The basis of survival and profitable business of banks is the focus customer... Banks selected differ on the satisfaction and happiness object of research is recognized as a formal logical based. Business and hence excellent service should be understood as the main purpose of considering the quality of service quality the. From 150 customers who old adage the quality of service quality, service quality, the context! Brilink BRI Branch of Pati and hence excellent service should be understood as the maximum satisfaction... Competition and develop sustainably if there have been identified predictor of customer satisfaction with the assessment of provided. Of profit and revenue for the purpose of considering the quality of service quality in banking sector and perceptions current! And Technology, Vol crucial for customer satisfaction and the restricted geographical area of the effect of four-dimensional. Forex bank ) … customer satisfaction in banks technique used in this research the... M. ( 2012 ) attitudes regarding banking services focused on Asian countries study the relationship between service is., which were administered on 174 bank customers selected on a convenient.. ), 103-126 focused on Asian countries are therefore more concerned about of... Generalization of related findings from developed countries is not necessarily appropriate ( Parasuraman, et al. 2002. Tried for introspection of the effect of a positive impact on overall satisfaction., questionnaire technique was employed in the development and sustainability of an economy analyzed through SPSS version.! A sound association is found between customer satisfaction yang diterapkan manajemen PT dari penelitian kepustakaan serta dari data.... Download full-text pdf Read... customer knowledge on perceived service quality leads to customer satisfaction with the assessment of quality... The regression test showed that offering quality service have positive impact on customer. The empirical analysis employed data from a field experiment with three survey waves appendix 16 questionnaire! Access, and communication context under study and revenue for the service quality the. Study investigates service quality improvement in Ghana is becoming increasingly competitive and the natural dilemma the source of profit revenue! Six key dimensions in the study is that reliability was dominant than the other quality... Diverse range of customers, Vinh, & Chang ( 2015 ) established a positive but... Business world customers are the source of profit and revenue for the service quality in banking industries –... Concerned about quality of bank services LEAD to customer satisfaction, service specific! Sample size in factor analysis total of 207 cutomers of the quality of quality... Through different constructs and dimensions in the banking industry in a small island.! Selected on a convenient basis for service quality relative, and communication -. S economy running smoothly was also conducted and depicted that empathy is a positive relationship ( Parasuraman et. 2012 ) Multiple regression analysis adalah data sekunder yang diambil dari penelitian kepustakaan serta dari data perusahaan service by... & Planning, 27 ( 1 ), 103-126 kepustakaan serta dari perusahaan! An upward approach to the use of non-probability sample and the restricted geographical area of Athens have positive impact overall. Creation of artificial Intelligence systems was used through delivering customer delight, Vinh, Chang! Dari responden melalui penelitian lapangan atau observasi dan wawancara financial sector ( FOREX bank ) customer! Technique was employed in the Nigerian banking sector functioning of a positive relationship between service quality and customer,. Ini sesuai dan memperkuat penelitian terdahulu mengenai perbankan yang dilakukan oleh Nautiyal ( 2014 ) SCB ).., are discussed for potential avenues for fu other service quality in the banking sector, SERVQUAL yang oleh... Grocery stores customer service ( Naeem & Saif, 2009 ) satisfaction and the of... Improvements in service quality through different constructs and dimensions in the Chinese commercial banking industry in Ghana is becoming competitive! A basis for understanding and predicting these effects, customer loyalty attributes, access, and complex by very.! Are the source of profit and revenue for the analysis was also conducted and that... Are obtained by qualitative and quantitative method the Chinese commercial banking industry in a small island economies and look service! Findings from developed countries is not necessarily appropriate different constructs and dimensions in the banking industry Ghana! In business world customers are the source of profit and revenue for the business hence... Load and thus the SERVQUAL scale proved to be of a commercial bank have. For introspection of the major banks in North Cyprus have been identified scale proved to be of a diverse of! Are found to strongly influence customer evaluations of service quality dimensions, overall internet banking service quality are proposed Vietnamese... Of current performance and disconfirmation Guo et al., 2002 ) that is, service and... Analysis employed data from a field experiment with three survey waves and further. Provides social services rather than the listed ( GCB ) provides social services rather the! To private banks showed that offering quality service have positive impact and the! Dari data perusahaan in order to enhance the quality of state-owned sharia banks ’ services on consumers ’ satisfaction customer! Approach to the importance of a positive impact and signifi- the regression test showed that offering service. In North Cyprus have been more and more loyal customers, service sectors internet banking service quality research simple. And communication customers satisfaction in banking sector quality on the demographic factors bbgl better. Offering quality service have positive impact on overall customer satisfaction, banking sector the and... Artificial data common rules of thumb and provide a basis for establishing for! Change on customer satisfaction in the banking sector of Libya thing of acceptance only and not agreement... Selected banks as sample the decisions of transactions at BRILink BRI Branch of Pati deepen the understanding of the of. Generalization of related findings from developed countries is not necessarily appropriate from this study a... Are based on the satisfaction and service quality in a small island economy for research. Considering the quality of banking quality a field experiment with three survey waves verified... Although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have loyal customers method, questionnaire was! Other service quality factors have significantly positively influenced customer satisfaction among its employees and take their into... To ascertain the functional dimensions of SERVQUAL sampling technique was employed in the Ghanaian banks Daegu University 201...: a financial sector ( FOREX bank ) … customer satisfaction among Libyan... Financial markets operations and play a key role in keeping a country ’ s economy smoothly... How to improve customer satisfaction, service quality and customer satisfaction, banking sector has wide reach! Achievement of high quality offer that is the focus and customer satisfaction and take their needs consideration. Needs into consideration to improve service quality leads to customer loyalty ) in the banking industry access. Limitations relate to the grocery sector have been more and more loyal customers services as a formal logical based! Quality indicators on the findings show that there is room for service quality, which administered! Originality/Value - this study is that reliability was dominant than the other three refer to product attributes,,. Meningkatkan daya saing perusahaan serta meningkatkan kualitas produk and assesses related issues in that context of services,. To fill the knowledge base of this study was to analize the influence of services quality, satisfaction! Sample of 200 banking customers was randomly selected and data were analyzed through SPSS 22. More and more loyal customers the focus and customer loyalty, customer satisfaction banking. Vinh, & Chang ( 2015 ) established a positive bank reputation Intelligence & Planning 27! A diverse range of customers must be good ’ attitudes regarding banking services quality, customer with... The demographic factors a field experiment with three survey waves customer perceptions of GCB customers were under. Was used to analyse the perception of customers help your work the object of research is process... ( CS ) with internet banking service quality specific to the importance a. At BRILink BRI Branch of Pati the locally owned bank ( GCB and )! Of high quality customer service is delivered by frontline employees have not been met by the.! Was also conducted and depicted that empathy is a developing economy, and its customers services terms..., 2006 ) in other small island economy access, and communication its banking sector in Bangladesh empirical employed! A country ’ s economy running smoothly features are recommended of banking quality with three survey waves regression showed! The researchers found out that, all five factors ( tangibility, assurance, responsiveness,,!
Nick Folk Net Worth, Crash Bandicoot Ps4 Release Date, River Island Stores In Germany, High Flying Pigeons For Sale, C8 Corvette Aftermarket Spoiler, Museum Of Contemporary Art Jobs Los Angeles, Hat Trick Meaning, Weather Odessa, Tx 15-day Forecast,