Effects of COVID-19 on customer service experience: Can employees wearing facemasks enhance customer-perceived service quality?

The principal objective of this research paper is to Prioritise Customer Perceived Service Quality (CPSQ) in the proportion of service quality for Indian cooperative banking sector. In order to understand the cooperative banking customer’s perspective and their relative significance, thirty three service quality dimensions are considered and deeply analysed. In addition, Questionnaire of Customer Perceives Service Quality (CPSQ) is also collected and implemented. Here, the necessary data is collected in the months of November 2019 and January 2020 respectively by using convenience sampling method. The data is collected from the state of Utter Pradesh, India. The reason behind choosing Utter Pradesh is, it agriculturally strong and has higher population (around 20 Crores) in India. Here, to prioritise the CPSQ scale, we have used Relative to an Identified Distribution (RIDIT) & Grey Relational Analysis (GRA) and later we also compared the results to check the reliability of these ranking methods. To perform this prioritization we have used seven factors such as Efficiency (EFF); Infrastructure (INF); Effectivenes (EFT); Timely Services (TMS); Bank Image (BIG); Safety & Security (SS) and Up to date technology (UDT). Later, GRA and RIDIT analysis are also conducted to distinguish the prioritization of service quality items. The present study and analysis helps to validate the cooperative banks service quality in general by ranking the service quality dimensions, which are specifically important in Indian banking sector to improve and enhance its quality. Finally, the obtained results shows that, it is apparent that managers of cooperative banks in Indian scenario must focus more on cooperative bank quality dimensions to improve the reliability of their customer’s perception of cooperative banking in terms of better performance and service quality.

Download Full-text

Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank

Journal of Economics and Public Finance ◽

10.22158/jepf.v2n1p57 ◽

2016 ◽

Vol 2 (1) ◽

pp. 57

Author(s):

Seema Sharma

Keyword(s):

Service Quality ◽

Customer Service ◽

Service Industry ◽

Satisfaction Level ◽

Perceived Service Quality ◽

Customer Perceptions ◽

Body Of Knowledge ◽

Excellent Service ◽

The Impact

<p><em>The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers judge service quality as low or high depending upon whether the service performance meets their expectation or not. The purpose of this research is to determine the impact of service quality of an urban cooperative bank on its customers and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of the services rendered. Using SERVQUAL tool, five service quality dimensions using two segments in the form of a questionnaire consisting of 22 questions each have been used for the customers. The result shows that the overall perception of the quality of service provided by the bank under study is within the acceptable limit for the five aspects of service quality measured. Nevertheless, difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Thus the research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study.</em></p>

Download Full-text

Exploring Relationship between Service Quality and Positive Word of Mouth at Retail Banks in Rural India

International Journal of Customer Relationship Marketing and Management ◽

10.4018/jcrmm.2013070104 ◽

2013 ◽

Vol 4 (3) ◽

pp. 57-71 ◽

Cited By ~ 1

Author(s):

Mohd Adil ◽

Mohammed Naved Khan

Keyword(s):

Service Quality ◽

Customer Service ◽

Word Of Mouth ◽

Uttar Pradesh ◽

Positive Word ◽

Business World ◽

Five Dimensions ◽

Perceived Service Quality ◽

Promotional Strategies ◽

Positive Word Of Mouth

One of the major concerns of management in today’s competitive business world,is to deliver superior customer service leading to satisfaction, loyalty, and positive word of mouth (+WOM). This study explores perceived service quality and identifies most significant predictors of +WOM at rural banks. Taking a cue from extant service quality literature, five dimensional performance-only SERVPERF scale was developed in English and later translated into vernacular Hindi employing back translation method. Structured research instrument was administered on 480 customers, who were contacted at the premises of designated rural branches of public sector banks located in the most populous province of Uttar Pradesh in India. To extract relevant factors, statistical tools such as Exploratory Factor Analysis (EFA), t-Test, and linear regression were employed. Reliability, predictive validity, and dimensionality of the scale has also been explored. To detect multi-collinearity and data structure, Variance Inflation Factor (VIF) and box-plot technique have been used. Study reports high levels of perceived service quality across all five dimensions while results of regression analysis show that reliability and empathy are potent contributors in explaining +WOM. Original 22-item SERVPERF scale was not found to be universally applicable and thus the study proposes a refined and shorter 13-item SERVPERF scale for assessing service quality at rural banks in India. Findings can be of vital importance to banking industry in re-structuring and prioritizing service quality dimensions and also developing appropriate promotional strategies by highlighting relevant aspects of service quality for generating desired +WOM.

Download Full-text

The effects of mood and personality type on service quality perception and customer satisfaction

International Journal of Culture Tourism and Hospitality Research ◽

10.1108/ijcthr-08-2018-0102 ◽

2019 ◽

Vol 13 (1) ◽

pp. 98-112 ◽

Cited By ~ 3

Author(s):

Özge Kocabulut ◽

Tahir Albayrak

Keyword(s):

Service Quality ◽

Customer Service ◽

Travel Literature ◽

Personality Type ◽

Personality Types ◽

Content Type ◽

Perceived Service Quality ◽

Quality Perception ◽

Quality Perceptions ◽

Survey Sample

Purpose The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables’ impact on service quality perception–overall satisfaction relationship. Design/methodology/approach To achieve the study’s objectives, firstly, 383 data were collected from German tourists staying in a five-star hotel in Antalya, Turkey. Then, the survey participants were clustered into four groups according to their personality types (A vs B) and mood (bad vs good). Findings Service quality perceptions and overall satisfaction of the participants were shown to vary according to their personality types and moods. In addition, the results indicated that personality type and mood might change the effect of perceived service quality on overall satisfaction. Research limitations/implications As the survey sample is limited to German tourists staying in a five-star hotel in Antalya, Turkey, the study findings should be carefully generalised to other nationalities and service settings. Originality/value For service enterprises, it is important to understand how the psychological characteristics of the customers affect the perception of the services they offer. Therefore, the customer mood and personality traits, as well as their impacts on perceived service quality, have received wide coverage in the literature. However, to the best of the authors’ knowledge, this study is the first attempt to investigate the interrelationships of mood, personality, service quality perception and overall satisfaction in the hospitality context.

Download Full-text

Does customer service matter? A customer perception of bank services in Islamic countries

International Journal of Innovation and Economic Development ◽

10.18775/ijied.1849-7551-7020.2015.12.2004 ◽

2015 ◽

Vol 1 (2) ◽

pp. 29-38

Author(s):

Alshahrani Meshal Saeed S ◽

Alshahrani Bander Sayaf Z ◽

Alshahrani Ahmed Saeed A

Keyword(s):

Saudi Arabia ◽

Service Quality ◽

Customer Service ◽

Quality Model ◽

Combined Model ◽

Perceived Service Quality ◽

Customer Perception ◽

Customer Perceptions ◽

Measurement Models ◽

Private Banking

This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.

Download Full-text

Perceived Service Quality Toward Customer Satisfaction in Majlis Perbandaran Seremban

KnE Social Sciences ◽

10.18502/kss.v4i6.6643 ◽

2020 ◽

Author(s):

Siti Rosnita Binti Sakarji ◽

Aziean Binti Jamin ◽

Nurbarirah Binti Ahmad ◽

Raja Mayang Delima Binti Mohd Beta ◽

Shafinar Binti Ismail ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Service ◽

Significant Relationship ◽

Current Level ◽

Satisfaction Level ◽

Perceived Service Quality ◽

Internal Customer

This research was conducted on purpose to examine the internal customer satisfaction level through service quality of Majlis Perbandaran Seremban (MPS). A survey on internal customer satisfaction level through service quality was conducted among internal staff in MPS involving 260 respondents. The attributes of service quality such as reliability, assurance, responsiveness, tangible and empathy have been identified in order to investigate whether or not these factor have significant relationship with customer satisfaction. From this study, the researcher able to determine the current level of internal customer satisfaction that they perceive from service provided by Majlis Perbandaran Seremban (MPS), from this research the researcher has found that among the elements tangible has become the most significant relationship toward customer satisfaction. Keywords: internal customer, service quality, customer satisfaction

Download Full-text

THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

Verslas teorija ir praktika ◽

10.3846/btp.2020.11480 ◽

2020 ◽

Vol 21 (1) ◽

pp. 360-372

Author(s):

Deepika Jhamb ◽

Amit Mittal ◽

Pankaj Sharma

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Customer Service ◽

Service Provider ◽

Service Providers ◽

Strong Relationship ◽

Perceived Service Quality ◽

Behavioural Intentions ◽

Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

Download Full-text

Customer Service Quality Practice in District Co-Operative Bank - with Reference to Thiruvananthapuram District Cooperative Bank

International Journal of Recent Technology and Engineering - 2 ◽

10.35940/ijrte.d1075.1284s319 ◽

2019 ◽

Vol 8 (4S3) ◽

pp. 354-358

Keyword(s):

Service Quality ◽

Customer Service ◽

Banking Sector ◽

Selection Process ◽

Rapid Change ◽

International Banking ◽

Quality Factors ◽

Holding Companies ◽

Perceived Service Quality ◽

Corporate Resources

As the entry of sophisticated technology has paved way for greater developments in every field including the banking sector, the banking sector too is characterized by rapid change and increasingly sophisticated customers. It has become very important that banks in India determine the service quality factors, which are pertinent to the customer’s selection process. With the advent of international banking, the trend towards larger bank holding companies, and innovations in the marketplace, the customers have greater and greater difficulty in selecting one institution from another (Choudhury, K. (2018)). Therefore the current problem for the banking industry in India is to determine the dimensionality of customer- perceived service quality. If service quality dimensions are identified, the service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome. A better understanding of the effects of service quality and customer satisfaction on service loyalty can help academics in the development of a model of service marketing. It can also provide practitioners with indications as to where best to devote marketing attention and scarce corporate resources.

Download Full-text

Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph16203942 ◽

2019 ◽

Vol 16 (20) ◽

pp. 3942 ◽

Cited By ~ 2

Author(s):

Álvarez-García ◽

González-Vázquez ◽

del Río-Rama ◽

Durán-Sánchez

Keyword(s):

Service Quality ◽

Customer Service ◽

Regression Models ◽

Rating Scale ◽

Measurement Instrument ◽

Health Centers ◽

Measurement Scales ◽

Perceived Service Quality ◽

Sports Organizations ◽

Joint Influence

The objective of this research was to analyze the influence of the dimensions that enable the rating of service quality perceived by users of sport and health centers in the satisfaction they experience from the service received. In order to present the working hypothesis, a bibliographic review on the concept and dimensions of perceived service quality was carried out, as well as its relationship with satisfaction. The rating scale sports organizations (EPOD) was used as a measurement instrument. The application of a regression analysis was used to test the hypotheses. As a prior step, the measurement scales were validated and an exploratory factor analysis was applied to determine the structure of the variables considered. The regression models proposed show the joint influence of the dimensions used by the users to rate perceived service quality in their satisfaction. The results enabled us to observe that the dimensions considered in the model explained 75.7% of satisfaction, with the facilities and material, together with communication and activities, having the most significant influence on satisfaction. Meanwhile, dimensions that had less impact were the monitor and the staff. It is clear that there is a strong correlation between perceived quality and satisfaction with service.

Download Full-text

Developing Organizational Culture In Independently Owned Restaurants: Links To Service Quality And Customers Intentions To Return

Journal of Applied Business Research (JABR) ◽

10.19030/jabr.v28i1.6680 ◽

2011 ◽

Vol 28 (1) ◽

pp. 15 ◽

Cited By ~ 3

Author(s):

Dean A. Koutroumanis ◽

Mary Anne Watson ◽

Barbara R. Dastoor

Keyword(s):

Organizational Culture ◽

Service Quality ◽

Customer Service ◽

Restaurant Industry ◽

Perceived Service Quality ◽

Practical Applications ◽

Market Culture ◽

Casual Dining ◽

Intentions To Return ◽

Intention To Return

The study developed and tested a model of organizational culture and customer service as they relate to behavioral intention to return in independently owned, casual dining restaurants. It adds to previous work on organizational culture and hospitality as they related to service quality and behavioral intentions to return by assessing two types of organizational culture, clan and market types. Results indicate that, as proposed, clan culture type is positively related to high levels of perceived service quality and to intentions to return to the restaurant; however market culture type is, as expected, negatively related to intentions to return. The findings lead to practical applications for the restaurant industry with a blueprint for practitioners to develop and improve their service delivery practices in order to generate a larger number of repeat customers.

Download Full-text