Research paper on service quality in banking

Research paper on service quality in banking

Service Quality and Customer Satisfaction in Public and Private Universities in Tanzania Words | 92 Pages. and student satisfaction. A total of respondents were involved in data collection process using questionnaires and interviews on students, administrative staff and Mar 08,  · Previous research has made service quality, expectation, uncertainty, performance, desire, influence, and fairness an essential cause of customer satisfaction [4,5,6,7,8]. In the banking industry aiming at serving customers, the core and relationship dimension of service quality and customer satisfaction is relevant. Therefore, management Thesis On Service Quality In Banking Sector, argumentative essay about dress code, character analysis essay time of the butterflies, the crucible argument essay

Service Quality of Mobile Banking Services in ICICI Bank Limited

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Log In with Facebook Log In with Google Sign Up with Apple. Remember me on this computer, research paper on service quality in banking. Enter the email address you signed up with and we'll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Bank Service Quality, research paper on service quality in banking, Customer Satisfaction and Loyalty in Ethiopian Banking Sector.

Mesay Sata. Download PDF Download Full PDF Package This paper. A short summary of this paper. Journal of Business Administration and Management Sciences Research Vol. org ISSN © Apex Journal International Full Length Research Paper Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector Mesay Sata Shanka Hawassa University, School of Management and Accounting, P.

BoxHawassa, Ethiopia, research paper on service quality in banking. E-mail: mess gmail. Accepted 23 November, 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.

The five dimensions of SERVPERF model i. reliability, assurance, research paper on service quality in banking, tangibility, empathy and responsiveness were used to measure the quality of service offered by the private banks.

In order to achieve the aims, both primary and secondary sources of data were used. The primary data were collected through administrating questionnaire. Convenient sampling procedure was used to obtain responses from customer of banking services in Hawassa city on the 22 item SERVPERF scale measure perception regarding their respective banks service.

Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. The correlation results indicate that there is research paper on service quality in banking positive correlation between the dimensions of service quality and customer satisfaction.

The results of the regression test showed that offering quality service have positive impact on overall customer satisfaction. The research proves that empathy and responsiveness plays the most important role in customer satisfaction level followed by tangibility, assurance, and finally the bank reliability. The research findings also indicate offering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty.

Key words: Service quality, customer satisfaction, loyalty, SERPERF. of private banks in Ethiopia Hansson, This Nowadays, service quality has received much attention coupled with rapid technological advancement and because of its obvious relationship with costs, financial improved communication systems, have contributed to performance, customer satisfaction, and customer the increasing integration and resemblance amongst retention. banks in the financial sector.

As a result, banks are now Different meaning could be attached to the word quality faced with very high and intense competition Harvey, under different circumstances. It has been defined in a different way by various scholars. Some of the prominent Banks operating in Ethiopia is consequently put into lot definitions include "Quality is predictability" Deming, of pressures due towards increase in competition.

These initial Service quality is particularly essential in the banking efforts in defining quality originated largely from the services context because it provides high level of manufacturing sector. A solid foundation in defining and customer satisfaction, and hence it becomes a key to measuring service quality was emanated in the mid competitive advantage Ahmossawi, research paper on service quality in banking, In addition, eighties by Gronroos and Parasuraman et al.

Table 1. Studies conducted by adopting SERVPERF. accurate and dependable services. Each dimension is measured by four to five items. Each of these combined 21 items is measured in two ways: the expectations of customers concerning a service and the perceived levels of service actually provided.

In making They were amongst the earliest scholars laid these measurements, respondents asked to indicate their down the foundation for the definitions as well as degree of agreement with certain statements on liker type development of service quality.

For each item, a gap score G is then calculated Defining service quality is difficult as compared to as the difference between the perception score P and product quality due to some features research paper on service quality in banking to services the expectation score E. The greater the gap scores the including intangibility, inseparability, heterogeneity and higher the score for perceived service quality.

pershability Chang and Yeh, In presence of these The SERVPERF model was carved out of SERVQUAL limitations, Research paper on service quality in banking come up with a comprehensive by Cronin and Taylor in SERVPERF measures way of defining service quality. service quality by using the perceptions of customers, research paper on service quality in banking. Service quality has been research paper on service quality in banking in different ways by Cronin and Taylor argued that only perception was researchers.

Gronroos suggests that service sufficient for measuring service quality and therefore quality is made of two components — technical quality and expectations should not be included as suggested by functional quality. Technical quality refers to what the SERVQUAL Baumann et al, service provider delivers during the service provision The SERVPERF scale is found to be superior not only while functional quality is how the service employee as the efficient scale but also more efficient in reducing provides the service.

Parasuraman et al. In this study, the SERVPERF scale is used actual service. Kasper et al. Many quality as the degree to which the service offered can studies have been conducted by adopting the satisfy the expectations of the user. According to these SERVPERF model; some of the most relevant are given definitions, customers are the sole judges of service in Table 1.

If they perceive it to be good service, then it is. They assess the quality of service by comparing their expectation with perception. Service quality and customer satisfaction Kotler and Armstrong preach that satisfaction is MEASURING SERVICE QUALITY the pos-purchase evaluation of products or services taking into consideration the expectations. Researchers The most widely used models in measuring service are divided over the antecedents of service quality and quality in the banking sector are the SERVQUAL and satisfaction.

Whilst some believe service quality leads to SERVPERF models. According to the SERVQUAL model satisfaction, others think otherwise Ting, The Parasuraman et al. To achieve a high perceptions of the actual performance of the service. level of customer satisfaction, most researchers suggest SERVQUAL is based on five dimensions of service that a high level of service quality should be delivered by quality Parasuraman et al.

As - Tangibles: the physical surroundings represented by service quality improves, the probability of customer objects for example, interior design and subjects for satisfaction increases. Quality was only one of many example, the appearance of employees.

together with its implication on customer satisfaction and Service quality is an important tool to measure loyalty. customer satisfaction Hazlina et al. Empirical studies show that the quality of service offered is related to overall satisfaction of the customer.

According to Hypotheses Jamal and Anastasiadoureliability, tangibility and empathy positively related with customer satisfaction. This research is conducted to address the following Sulieman found that reliability, tangibility, hypotheses: responsiveness and assurance have significant and positive relationship with customer satisfaction, research paper on service quality in banking. Moreover, the services. result of Ravichandran et al indicates - There is relationship between service quality and responsiveness is the only significant dimension of customer satisfaction in banking services.

service quality that affects the research paper on service quality in banking of customers - There is relationship between customer satisfactions positively. and loyalty in banking services.

Customer satisfaction and loyalty MATERIALS AND METHODS Both the service management and the marketing This research is conducted in Hawassa city. The city literatures suggest that there is a strong theoretical administration of Hawassa is structured in 8 sub cities foundation for an empirical exploration of the linkages and 32 kebeles. There are 13 private banks and 3 public between customer satisfaction and customer loyalty.

banks operating in the city except Zemen Bank and According to these literatures, customer satisfaction with Cooperative Bank of Oromia. Purposive probability the service experience will lead to higher level of sampling method was employed to identify the sample customer loyalty.

Horstmannstates that there is a respondents. In this study both primary and secondary strong and positive relationship between customer sources of data were used to collect the needed satisfaction and loyalty. A satisfied customer is six times information from the sources. The primary data were more likely to repurchase a product and share his collected through administrating questionnaire from experience with five or six other people Grönroos, ; selected customers.

In order to get the answer for Zairi, ; further unsatisfied customer can banish questions, questionnaires were distributed to more business from the organization than ten highly customers of private banks in Hawassa city. From the satisfied customers do Mohsan, With higher questionnaires, responses were received.

The customer satisfaction the level of loyalty increases. Tee screening process resulted in excluding 5 responses from et al. The remaining between customer satisfaction and customer loyalty. be a leading factor in determining loyalty Sit et al. These studies have questions.

Using SERVQUAL Dimensions to measure Service Quality

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Literature Review on Banking Services: [Essay Example], words GradesFixer

The Measurement and Management of Service Quality in Dental Healthcare. Health Services Management Research. Anand, S.V., Selvaraj, M. (). The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Estimated Reading Time: 9 mins The results of the regression test showed that offering quality service have positive impact on overall customer satisfaction. The research proves that empathy and responsiveness plays the most important role in customer satisfaction level followed by tangibility, assurance, and finally the bank blogger.comted Reading Time: 12 mins Oct 14,  · Summary. The research work was a descriptive study, which examined service quality and customer satisfaction in banking industries.