Service Qulity and Customer Satisfaction in Banking Sector Research Papers (original) (raw)

Purpose – Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products
and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine
the overall service quality and customer satisfaction of both foreign and local banks.
Design/methodology/approach – The data used to test the hypothesis were collected from 748 foreign
and local bank customers in Malaysia. The research model was analysed using a structural equation
modelling technique.
Findings – Results show that knowledge and staff competencies, as well as convenience of the bank is more
significant for local bank customers while bank image and internet banking are important components for
foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as
compared to local bank customers.
Research limitations/implications – No analysis is undertaken of any difference in the service quality
dimensions between banks of different size. Further research on banking services could usefully test services
quality dimensions across banks of different sizes.
Practical implications – The findings serve as a valuable reference for local banks understand
service quality challenges they may face from foreign banks in this competitive industry. Findings suggest
that, to provide high-quality services, financial institutions need to heighten customer satisfaction
differentiation strategies.
Originality/value – The outcomes of this study enhance the knowledge on the performance of both local
and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers
and industry players in improving their services.
Keywords Satisfaction, Service quality, Internet banking, Bank ownership, Foreign bank, Local bank

The Banking system is a very important part of the economy of a country. It plays the role of an intermediary between the people who save and the people who spend. Other than traditional parameters, customer satisfaction does play an important role in the financial performance of a bank. Two commercial banks i.e State bank of India and ICICI Bank have been selected for the study. The data is collected using a structured questionnaire. Descriptive statistics like standard deviation, mean and percentage are used. MANOVA is used to assess the service quality and customer satisfaction of the chosen banks. The hypotheses have been framed on the dimensions of Reliability, Responsiveness and Assurance. The study finds and concludes that the customers of ICICI Bank are more satisfied than that of State Bank of India in terms of the chosen dimensions i.e Reliability, Responsiveness and Assurance which is a part of the Servqual Model used to measure Customer Satisfaction.

The rapid advancement of web technology has led to an exponential increase in the volume of data present online for internet users. Travellers book their hotels only after extensive scrutinisation of hotel reviews on online websites. Hence, it is an absolute necessity for hotel's management board to gain insights from customer reviews and feedbacks to improve upon their services for a better customer satisfaction index. This research explores the use of Artificial Neural Networks (ANN) powered by Google's Word2Vec skip-gram algorithm for customer sentiment analysis and review classification. The proposed model achieves a high test accuracy of 0.9248, with an average F1-Score of 0.925. Unsupervised sentiment clustering effectively classifies the reviews into four distinct categories and enables the Hotel Management to work out the major problems experienced by the customers.

This research is on the importance of customers. This research aims to discuss and to find out about the benefits, roles and challenges customers faces. This research is relevant as it will try to explore the benefit and the importance of customer management and customer relation.Consumers are individuals who buy products and services for personal consumption. Sometimes it is difficult to classify a product as either a consumer or organizational good (Moller, 2001). According to Kotler (1985) stated that a consumer market consists of all the individuals and households who buy or acquire goods and services for personal consumption. Customers or consumers vary tremendously in their ages, income, educational, levels, mobility patterns, and tastes. Marketers have found it worthwhile to distinguish different groups and develop products and service tailored to their particular needs. If a market segment is large enough, some companies may set up special marketing programs to serve this market (Robbins and Coulter, 2012). In order to understand the importance of the customers in this modern era it is vital and cardinal to differentiate between the two groups of external and internal customers. According to Needham and Dransfield (1999) External customers are customers who are not directly connected to the organization and on the other hand an internal customer is a customer who is directly connected to the organization such as the stakeholders, employees, shareholders, but the definition also encompasses creditors and external regulators. The notion of an internal customer, before the introduction of which external customers were, simply, customers-was popularized by quality management writer Joseph M. juran, who introduced it in the fourth edition of his Handbook (Juran, 1988).

Satisfied customers are considered to maintain contact with the company, buy more products or services especially in the services sector. This study assessed the impact of customer satisfaction on customer loyalty. The main research question that guided the study was does customers' satisfaction have an impact on loyalty in the rural banking industry in Ghana? The study adapted Garvin's (1998) Managing Quality Model to assess the impact of customer loyalty determinants such as satisfaction and switching on RBs customers. In this study, descriptive approach was employed. The population of the study was customers of RBs in the Kumasi Metropolis and the sample was made up of two hundred (200) customers. Data collection instrument was questionnaire and multi-stage sampling was employed. Data was analyzed using Statistical Package for the Social Sciences (SPSS) version 16.The main finding from the study indicated that customer satisfaction has no direct impact on customer loyalty amongst RBs customers in Ghana. Recommendations have been made for RBs and other stakeholders in the industry.

- by Ofosu Amofa and +1
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- Customer Satisfaction, Service Qulity and Customer Satisfaction in Banking Sector, Kumasi

The present paper, taking Chang Jung Christian University (CJCU) Library as an example, investigates the users' degree of importance and the performance provided by the library. This study explores overall user satisfaction as well. A questionnaire survey is conducted to reveal users' perspectives on service quality. Based on literature, service quality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. The results indicate that the overall service quality has a significantly positive effect on overall user satisfaction. Among these five dimensions except responsiveness, all of them have a significantly positive effect on overall user satisfaction. In addition, the top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institutes and status.

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.

Bank is a financial service institution established with two basic objectives ones accepting deposits and second provide loans. Bank provides services to its customers and customer satisfaction is essential for future growth of bank. Customer is standing on line for wait his number because all banks have waiting line on mostly counter. It is create work load on workers of bank and work load negatively change the behavior of bank staff and waiting line also create negative behavior of customers also create unsatisfaction of customer from services. On the basis of the analysis, it is concluded that the customer service satisfaction level of Public sector banks is 70.40% and customer service satisfaction level of private sector banks is 75.60%. There is 5.2% difference of customer satisfaction of private and public sector bank. Private sector bank provides more satisfaction level of services to its customers in comparison of public sector banking.

Service Sectors in India is undergoing major transformation phase in today's time. In order to achieve sustainable profitable growth, this sector is facing key competitive challenges such as operational efficiency, delivery productivity, global customer satisfaction and talent development & retention across their delivery centers. Training, Learning & Development (L&D) plays a significant role in these organizations by providing cutting edge leadership in technology & business management. It's therefore very important to accomplish and measure the effectiveness and efficiency of L&D for real life business application and building learning assets for such organizations. Interestingly, India has one of the largest young workforce in the world, with over 65 % of its population under the age of 35. Today, Indian service sector employ about 3-4 generations at a time with generation Y alias millennials constituting about 70% of the total workforce. They have varied social demographic, have changing interests in diverse fields, and are innovative, creative & restless in nature. There are however, lots of myths about them and their behavioral styles and patterns which needs proper elaboration and reconciliation. It's therefore necessary to examine the impact of this important variable in determining the learning maturity of the organization and corresponding impact on its business performance. This would help in better co-innovation 54 | P a g e and co-excellence and hence a better win-win for individuals and organizations. The purpose of this paper, therefore, is to study this significant variable of L&D ecosystem constituting to its effectiveness for business results and various ways of formal and informal learning strategies & business interfaces that resonate most with these new generation employees, being an emerging part of a multi-generation workforce of India Inc.

Service quality is an important and effective tool for banks to achieve customer satisfaction and earn their loyalty, especially under intense competition. Indeed, there is a strong competition between Islamic banks in Malaysia whereby each practitioner is working hard to satisfy their customers' needs for service excellence. There are few studies that have included Shariah compliance with five other variables namely tangibles, reliability, responsiveness, assurance and empathy known as CARTER model however, majority of these studies have not been conducted for Malaysia. The few studies that were conducted for Malaysia used only descriptive statistics and their sample sizes were small. Hence, this study addresses this gap by conducting the survey in Klang valley region which includes Kuala Lumpur, Gombak and Shah Alam. The method was carried out by conducting a survey of 300 respondents. Data is analyzed using factor analysis and multiple regressions to measure the relationship ...

- by ahmed jama
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- Business, Islamic Economics, Service Quality, Malaysia

Today, customer loyalty is the key to business success. By increased customers’ loyalty, market share and profitability level of enterprises will rise. Market perception along with planning and adopting appropriate strategies for making customers loyal and enhancing their rate of loyalty leads to long-term benefits for the enterprises. Given the importance of the issue, the goal of this study was to identify and prioritize the factors affecting loyalty to a banking brand from perspective of Keshavarzi (Agricultural) Bank customers in Shahin Dej, Iran. This was an applied research based on a survey approach. The statistical population incorporated all Keshavarzi Bank customers of Shahin Dej in 2017, and given the limitation of the research population, only 382 people were selected as the sample. The results suggested that customer satisfaction, transfer cost, and organizational image affected the loyalty of Keshavarzi Bank customers. Furthermore, customer satisfaction impacted the organizational image, service quality impacted customer satisfaction, and service quality exerted an effect on the perceived value.

- by Open Access Publishing Group
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- Management, Economics, Services Marketing and Management, Banking

SHOWING FACTORS INFLUENCING
CUSTOMER SATISFACTION IN RETAIL BANKING
SERVICES OF KERALA: A SEM APPROACH
Laly Antoney1*, Tharsis Josep1 and Tejil Thomas1
The study intends to develop and operationalize the latent constructs of factors that mostly,
customers value, while they interact with retail banking service providers in Kerala, India. To
achieve the objective, randomly selected retail customers of Kerala banks were surveyed, using
online questionnaire developed by the author. The survey instrument was tested for reliability,
item and construct validity, using techniques of confirmatory factor analysis. A Confirmatory
Factor Analysis (CFA) is done, to link the observed variables to their causal latent variable based
on hypothesized behavior of factors like performance of employees, product features, physical
facilities and public popularity. Conceptualization of the construct has been done with a graphical
modelling using Structural Equation Modelling (SEM). The findings indicate that 4 P's-
Performance of employees, Product features, Physical facilities and Public popularity are the
pertinent factors influence customer expectation and the consequent customer satisfaction in
specific geographic context.
Keywords:Performance of employees, Product features, Physical facilities and Public
popularity, CFA, SEM

- by Laly Antoney and +1
- •
- Service Quality, Marketing Strategy, Service Qulity and Customer Satisfaction in Banking Sector, Customer Satisfaction Level

- by Mohamed Zakaria FODOL
- •
- Business, Islamic Economics, Service Quality, Malaysia
- by Dimitrios Drosos
- •
- Service Quality, Banking, Customer Satisfaction, Customer Loyalty

this has been taken from various sources ...