Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry

2013 ◽  
Vol 34 (2) ◽  
pp. 115-125 ◽  
Author(s):  
Muslim Amin ◽  
Zatilaziya Yahya ◽  
Wan Faizatul Aniza Ismayatim ◽  
Siti Zaroha Nasharuddin ◽  
Emilia Kassim
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Hotel Industry ◽  
Quality Dimension

scholarly journals The Influence of Service Quality Dimensions on Organizational Excellence (Perspective of Employees within Kuwaiti Commercial Banks)

2018 ◽  
Vol 11 (10) ◽  
pp. 149
Author(s):  
Salah A. Alabduljader
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Commercial Banks ◽  
Quantitative Method ◽  
Organizational Excellence ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
R Value

Current study aimed at examining the influence of service quality dimensions on the organizations' ability to reach excellence. Quantitative method was adopted through the questionnaire as a tool. Individuals within commercial banks in Kuwait were retrieved to form the sample of the study. A total of (60) individual responded properly to the questionnaire. The following results were reached: 1- Results indicated the nature of sample to be totally normal with a tendency towards young ages, thoughts and orientations. 2- There appeared a significance that is statistical in nature from service quality dimension and organizational excellence. It meant that service quality along with its dimensions can help in achieving excellence among organizations. 3- All of the study hypotheses were accepted considering that the R value came to be statistically influential. The most influential variables of service quality on organizational excellence appeared to be responsiveness. Study recommends increasing the awareness regarding service quality and its importance in developing organizational performance. Also, it is recommended for commercial banks to support their CRM strategies in a way that matches between higher service quality and increased customer satisfaction.

scholarly journals Impact of E-Banking Service Quality on Customer Satisfaction

2020 ◽  
Vol 8 (5) ◽  
pp. 2296-2300
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Relative Strength ◽  
Primary Data ◽  
Interview Method ◽  
Banking Service ◽  
Quality Dimension ◽  
Multiple Regression Technique ◽  
The Impact

The main objective of this paper is to measure the impact of E-banking service quality on customer satisfaction. Primary data method is used to collect data by using the interview method over 504 respondents. The random sampling technique has been taken up for the survey by keeping due care for the availability and easiness of the customers. The Multiple regression technique has been employed to measure the effect to service quality dimension on the customer satisfaction. The paper examines the relative strength of each dimension affecting customer satisfaction. It has been found that the overall regression model has been a reasonable fit and there is a statistically significant association between service quality dimension and customer satisfaction.

scholarly journals THE STUDY OF THE ANTECEDENTS OF RETAIL SHOPPERS’ REPATRONAGE INTENTIONS: AN EMPIRICAL STUDY

2018 ◽  
Vol 20 (3) ◽  
pp. 387
Author(s):  
Andreas Widjaja, Budi Hartono Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Product Quality ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality

One of important factors that determine the success of retail stores is how to make customers go to shop there, in which they have to shop there continuously. So, retailers should   have to satisfy customers in order to keep customers. In this research, the researcher would like to test and describe customer satisfaction and repatronage  intentions, through eight  variables in Carrefour and Hypermart, and developed into seven hypotheses. This research uses 160 samples to ask their perceptions about Carrefour and Hypermart. Then, from that research, there are two hypotheses that are  rejected and five hypotheses  that  are  accepted.  Perceived product  quality  and perceived price are considered as insignificant antecedents of customer satisfaction. However, perceived service quality, store assortment, trust and commitment are considered as significant antecedents   of   customers’ satisfaction, and customer satisfaction is significant antecedent of repatronage intentions.

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