Bank Personnel's Perception of Banking Services and Implications for Service Quality (original) (raw)
Related papers
2009
This exploratory study examines the perceptions of bank personnel regarding bank services offered to customers by the banks in Turkey. The specific objectives of the study are to examine the perceptions of the bank personnel regarding the importance of the bank services; to compare the personnel perceptions of bank services by selective demographic profiles; and to discuss the implications of the results for service quality. The study found significant perceived differences of bank services by personnel position, gender, and age, but not education level. These differences, or "gaps", if not taken care of, could have adverse impact on bank service quality and in turn, on bank performance. The study presents a framework showing the potential impact of bank personnel characteristics on bank service quality. This framework and the results of the study could help managers to improve the quality of banking services offered to customers. Bank Personnel's Perception of Banking Services. .. .
Service Quality of Conventional and Islamic Banks in Turkey
Market-Tržište, 2021
Purpose-The aim of this research study is to determine and compare the service quality of conventional and Islamic banks in Turkey. Design/Methodology/Approach-Stratified sampling method was used to select the sample of respondents for the survey. The data collection phase was carried out online via Google forms and data obtained from 524 participants was used for the analysis. A revised SERVQUAL scale for the banking sector was employed in the research.
THE IMPACT OF THE SERVICES QUALITY OF BANKING TO CUSTOMERS DEALING WITH BANKS
This study aimed to identify the impact of the quality of banking services on the customers dealing with the bank. this quality is measured through five dimensions by (Zeithmal &bitner 2000, Lovelok & wirtz 2013) which are Tangibility , Reliability, Responsiveness Assurance, Empathy) In this study, six hypotheses have been placed. five related to these dimensions mentioned above, and the sixth hypothesis concerning the interaction of customers with the bank. In order to achieve that, a questionnaire was designed consisting of 20 questions. it was chosen a simple random sample of the bank's customers made up of 344 customer and a statistical analysis was conducted through the use of the Arithmetic mean, person correlation coefficient and sample T-test.The study results showed that there is a strong relationship between Responsiveness and Deal with the bank with correlation coefficient 0.697 comparing with the dimensions of other banking services. the weakest relationship was between Empathy and Deal with the bank with correlation coefficient 0.177, therefore the researcher found that the banking employees should give a great importance for Responsiveness As greatly affect the deal with bank.
Customer Perception on Banking Services -A Study Among Public Sector and Private Sector Banks
Studies in Indian Place Names, 2020
Banking industry faces intense competition and increased customer expectation. They develop customer oriented strategies to compete successfully in the competitive environment. Customers evaluate the quality of service with their experience in service delivery. The research paper evaluates the degree of customer perception in banking services relating to speed, accuracy and transparency in Public sector bank, Old private sector bank and New private sector bank. The respondents in this study are customers of bank branches. The research paper revealed that customer perception on banking services is better in New private sector bank and also in urban branches.
Employees' Perception on Service Quality of Public Sector Banks
S ervice quality has been recognized as an important aspect for service organizations, especially from the employee's point of view. Employee pe rceptions are considered vital to the service quality in organizations as employees directly interact with customers and provide the services. Employees are said to be associated significantly satisfied with the service quality and customer satisfaction. S atisfied employees are more productive, innovative, and loyal, so the impact on customer satisfaction. Employees who are satisfied will be able to play the role of a strong core in achieving excellence and organizational effectiveness. Therefore, the study aims to provide an understanding of how employees perceive service quality in public sector banks and to gain deeper insight of the dimensions influencing employees' perception by using S ERVQUAL instrument. The results of the study reveal that the dimensions tangibles, reliability, assurance and responsiveness show significant influence on employees' perception on service quality. However, empathy does not show significant influence on employees' perception on service quality.
A study on measuring customers' expectation and perception in private and public sector banks.
IUJ Journal of Management, 2018
This study attempts to measure service quality of public and private banking sector by measuring expectation and perception of customers. Descriptive Research Design was adopted to determine customers' perception and expectation about the bank. A survey has been used to collect primary data and 239 questionnaires were used in final analysis. SPSS and Microsoft Excel have been used to analyze and interpret the data. Bank service providers should continually monitor the level of fulfilment of personal needs and satisfaction with the organization, if they wish customers to remain loyal.
Bank service quality: empirical evidence from Greek and Bulgarian retail customers
International Journal of …, 2007
Purpose -Despite the rapid growth and internationalisation of the services sector, particularly financial services, managers today realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service quality. This paper aims to assess and compare the level of bank service quality provided in Greece and Bulgaria and to identify the dimensions of quality service in the two countries. Design/methodology/approach -In 2000 Bahia and Nantel proposed a specific scale, the BSQ, (Bank Service Quality) for measuring perceived service quality in retail banking consisting of six dimensions: effectiveness and assurance; access; price; tangibles; service portfolio; and reliability. This tool was used for the collection of data related to the banking services provided in the two countries (Greece and Bulgaria). Statistical methods, such as the t-test, chi-square, Cronbach's-alpha and factor analysis, were then employed to answer the research questions. Findings -The results suggest that the Greek customers' perception was that they received higher quality services compared to the perception of the Bulgarian clients. Differences between the countries were also reported regarding the dimensionality of quality service. Practical implications -The results have significant implications for banks in developing operational, marketing and human resource strategies in the two countries. Originality/value -Greece and Bulgaria -two countries with different economic, political and socio-cultural backgrounds -give the opportunity for cross-country research in the area of service quality, an area where research is not very mature.
Quality of Service in the Banking Sector
Mediterranean Journal of Social Sciences, 2013
While observing the various financial institutions in our country we notice the existence of multiple varieties such as: insurance institutions, banks, institutions of social services etc. Among the financial institutions mostly used by businesses and people in general we distinguish the banks. In addition, today's market tendencies have increased the request for financial bank services. As a result, lately the number of banks in our country has increased. This phenomenon has increased customer service, the quality of service and higher competition among banks. Under these conditions it is necessary that banks use aggressive marketing strategies in order to be successful and competitive among their own kind. Due to the increase in market competition, identifying consumer's needs and increasing the quality of service has become a very important trend in today's marketing world. Research has shown that good quality customer service generates better income. While trying to determine what marketing strategies give the edge, academic researchers are trying to figure out what kind of customer service works best in today's environment so that they can improve it. Based on various studies the quality of service has a huge impact on consumer's satisfaction and their loyalty, at the same time it is established as a result of comparison that clients do between the expectations they have for service and their perception of the quality of service rendered. (Parasuraman et al., mentioned in Caruana, 2002).The quality of service has a positive effect in the performance of a bank; as a result it gains competitive advantages due to the improvement of quality of service. As such, what clients think of a service overpasses their expectations for the same service. Caruana, 2002; Chumpitaz, 2004). Due to higher internet access in today's world, the way businesses are managed including the banking business has changed. Consumers are expecting better quality of service, shorter transaction times and better service conditions. However, because the nature of the services, susceptibility, indivisibility, heterogeneity and the quality of services become difficult to be appreciated.
Comparative evaluation of critical factors in delivering service quality of banks
Purpose – This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re-examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to examine the relative importance of the critical factors in closing up the overall service quality gap in these two types of banks. Design/methodology/approach – The sample is made up of 308 bank customers, consisting of the customers from both Islamic and conventional banks from different parts of Malaysia. The data have been collected by using the structured questionnaire, which consists of three parts. Part 1 deals with consumers’ usage of banking channels and their banking behaviour. Part 2 contains 26 statements related to service quality dimensions based on past literature. Finally, Part 3 contains the questions related to the socio-demographic profiles of respondents. Findings – The modified SERVQUALmodel consists of four critical factors (dimensions) as detected by factor analysis: tangibility, reliability, competence, and convenience. The results reveal that the expectations on competence and convenience are significantly different between conventional banks and Islamic banks, whereas the perceptions on tangibility and convenience are found to be significantly different between these two types of banks. The application of dominance analysis in the SERVQUAL model indicates that the difference between the two types of banks is in terms of degree and not pattern. Competence and convenience are found to be the relatively more dominating factors in both the types of banks. These two dimensions together can help to reduce the overall service quality gap to an extent of 72 per cent in the case of conventional banks and 85 per cent in the case of Islamic banks. Originality/value – The application of dominance analysis in the SERVQUAL model could be more meaningful in determining the relative importance of the factors when dimensions are interdependent. It permits direct comparison of measures and allows one to predict the level of influence of one factor in comparison with other factors. The study could be quite useful from the policy perspective in providing the guidelines to develop proper strategies and acknowledge the changes in customers’ banking behaviour more quickly.