Customer service quality and financial performance among Australian retail financial institutions

2002 ◽  
Vol 7 (1) ◽  
pp. 25-41 ◽  
Author(s):  
Elizabeth Duncan ◽  
Greg Elliott
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Customer Service ◽  
Financial Institutions

scholarly journals Exploring the Relationship between Customer Loyalty and Financial Performance of Banks: Customer Open Innovation Perspective

2020 ◽  
Vol 6 (4) ◽  
pp. 108 ◽  
Author(s):  
Md. Harun Ur Rashid ◽  
Mohammad Nurunnabi ◽  
Mahfuzur Rahman ◽  
Md. Abdul Kaium Masud
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Customer Service ◽  
Customer Loyalty ◽  
Financial Stability ◽  
Secondary Data ◽  
Financial Sector ◽  
Annual Reports ◽  
Islamic Banks ◽  
The Relationship

In the age of technology, continuous innovation is the ultimate motto of the financial sector to attract customers. Firms in the financial sector must be innovative in terms of service quality and operational performance to obtain customer loyalty and gain financial stability. A dearth of studies on customer loyalty and financial performance of Islamic Banks motivated the authors to examine the relationship between customer loyalty and financial performance. The study also explores whether the service qualities have any impact on customer loyalty. The study uses both primary and secondary data to conclude the research objectives. A survey of 356 questionnaires was carried out among the customers of the selected Islamic banks of Bangladesh to gather information regarding customer service quality and customer loyalty, while financial performance data were attained from the annual reports. Moreover, the study follows the SERVQUAL model’s five dimensions (tangibles, empathy, assurance, reliability, and responsiveness) to determine the service quality of Bangladeshi Islamic Banks. Rigorous statistical techniques, including exploratory factor analysis, reliability testing, and regression analysis were used to investigate the hypothesis. The study empirically documents a positively significant impact of service quality (tangibles, empathy, reliability, and responsiveness) on customer loyalty, while assurance shows an insignificant relationship. Furthermore, the study does not find any significant relationship between customer loyalty and the financial performance of Bangladeshi Islamic Banks. The findings of the study profoundly denote that the financial performance of Bangladeshi Islamic Banks mostly depends on many other financial and non-financial factors, rather than customer loyalty.

scholarly journals An Assessment of Financial Performance and Service Facility Improvement after Merger and Acquisition of Financial Institutions of Nepal

2021 ◽  
Vol 2 (2) ◽  
pp. 16-25
Author(s):  
Ganesh Bajgai ◽  
Radheshyam Pradhan
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Financial Institutions ◽  
Financial Stability ◽  
Banking Sector ◽  
Merger And Acquisition ◽  
Public Confidence ◽  
Acquisition Process ◽  
The Impact

Merger and acquisition are one process to integrate the two or more similar types of institutions into one institution. Basically, more banking sectors are gone in merger and acquisition in Nepal. Nepal Rastra Bank has introduced the Merger by law – 2068 BS with the objective of reducing the number of BFIs, enhancing financial stability and promoting public confidence on the banking sector, which encouraged and compelled the banking sectors to proceed the merger and acquisition process for their long-term sustainability. Considering this status, the study was conducted to identify the impact of merger and acquisition on financial performance and service quality of financial institutions of Nepal. The study was conducted covering the category A and B bank which were established after merger and acquisition process. It was a cross-sectional study conducted among the 385 employees of banking sectors. The result shows that the financial performance and service quality of both types of banks (category A and B) was significantly difference in post-merger situation because the p value of t-test was less than .05 significant level.  

scholarly journals The Impact of Merger and Acquisition on Customer Satisfaction in Post- Merger Phase in Banking Sector of Nepal

2018 ◽  
Vol 11 (1) ◽  
pp. 57-69
Author(s):  
Krishna Prasad Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mergers And Acquisitions ◽  
Customer Service ◽  
Financial Institutions ◽  
Economies Of Scale ◽  
Weighted Average ◽  
Survey Method ◽  
Satisfaction Level ◽  
The Impact

Mergers and acquisitions among financial institutions have been increased due to the introduction of merger by-law in May 2011 and capital enhancement through monetary policy of Nepal Rastra Bank in 2015. Bank and financial institutions need to be fully approachable and reactive that banking merger has not hampered customer service. Since the entire business depends on the customer’s positive feedback and satisfaction, good customer service is essential in this kind of business. It is always being argued that the impact of mergers and acquisitions on the customer is difficult to measure due to the direct influence of external factors like global competition or technological advancement. Bearing this consideration, the paper evaluates the impact of bank mergers and acquisitions on customers by using survey method. Customer satisfaction and service quality after mergers have been measured by summative scale calculated by a simple arithmetic mean and by using the weighted average method. Similarly, five point Likert-type scales have been used for measuring the satisfaction level of customer. Customers were asked to rank the various factors affecting satisfaction level on the five point scale which was further analyzed using SPSS and MS Excel. Results suggest that the merger program was successful from customers’ point of view in Nepal because it has benefited them through economies of scale, expansion of working area and advancement in technology. Another perspective regarding the service quality of banks in post-merger found that customers are enjoying competitive interest rate due to the enhanced capital base.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Do disclosure and transparency affect bank’s financial performance?

2019 ◽  
Vol 19 (6) ◽  
pp. 1344-1361
Author(s):  
Isaiah Oino
Keyword(s):  
Risk Management ◽  
Corporate Governance ◽  
Financial Performance ◽  
Financial Institutions ◽  
Content Type ◽  
Loan Portfolios ◽  
Cent Level ◽  
Transparency And Disclosure ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of transparency and disclosure on the financial performance of financial institutions. The emphasis is on assessing transparency and disclosure; auditing and compliance; risk management as indicators of corporate governance; and understanding how these parameters affect bank profitability, liquidity and the quality of loan portfolios. Design/methodology/approach A sample of 20 financial institutions was selected, with ten respondents from each, yielding a total sample size of 200. Principal component analysis (PCA), with inbuilt ability to check for composite reliability, was used to obtain composite indices for the corporate governance indicators as well as the indicators of financial performance, based on a set of questions framed for each institution. Findings The analysis demonstrates that greater disclosure and transparency, improved auditing and compliance and better risk management positively affect the financial performance of financial institutions. In terms of significance, the results show that as the level of disclosure and transparency in managerial affairs increases, the performance of financial institutions – as measured in terms of the quality of loan portfolios, liquidity and profitability – increases by 0.3046, with the effect being statistically significant at the 1 per cent level. Furthermore, as the level of auditing and the degree of compliance with banking regulations increases, the financial performance of banks improves by 0.3309. Research limitations/implications This paper did not consider time series because corporate governance does not change periodically. Practical implications This paper demonstrates the importance of disclosure and transparency in managerial affairs because the performance of financial institutions, as measured in terms of loan portfolios, liquidity and profitability, increases by 0.4 when transparency and disclosure improve, with this effect being statistically significant at the 1 per cent level. Originality/value The use of primary data in assessing the impact of corporate governance on financial performance, instead of secondary data, is the primary novelty of this study. Moreover, PCA is used to assess the weight of the various parameters.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

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