The impact of financial services quality and fairness on customer satisfaction

2012 ◽  
Vol 22 (4) ◽  
pp. 399-421 ◽  
Author(s):  
Houn‐Gee Chen ◽  
Julie Yu‐Chih Liu ◽  
Tsong Shin Sheu ◽  
Ming‐Hsien Yang
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Services Quality ◽  
The Impact

scholarly journals The Role of Language Style, Perceived Services and Medical Qualities on the Tourism Development in Malaysia: Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 25-36
Author(s):  
Muhammad Azeem Ahmad ◽  
Arshia Hashmi ◽  
Kiran Shehzadi ◽  
Muhammad Atif Nawaz
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Services Quality ◽  
Tourism Development ◽  
Positive Association ◽  
Perceived Service Quality ◽  
Medical Quality ◽  
Language Style ◽  
The Impact

Recently, tourism development is considered a significant factor to enhance the economic growth of the country and has gained the attention of upcoming studies and regulators. Thus, the present research examines the impact of perceived service quality, perceived medical quality, and language style on the perceived tourism development in Malaysia. The current research also investigated the mediating impact of customer satisfaction among the nexus of perceived services quality, perceived medical quality, language style, and perceived tourism development in Malaysia. This study has used the quantitative method of data collection and also used the smart-PLS to examines the relationships among the variables. The results revealed that perceived service quality, perceived medical quality, and language style has a positive association with perceived tourism development in Malaysia. The findings also indicated that customer satisfaction positively mediated among the relationships of perceived services quality, perceived medical quality, language style, and perceived tourism development in Malaysia. This study has guided to policymakers while formulating the policies related to tourism development that enhance economic development.

Concentra BPO

2014 ◽  
pp. 195-199
Author(s):  
Shreya Dhingra
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Customer Retention ◽  
Small Company ◽  
Contact Center ◽  
The Impact ◽  
A Company

This case study is about “Concentra”, started by an entrepreneur along with his wife and colleagues who were later the part of the management. They started by providing BPO for financial services, contact center services, loyalty and customer retention. They started from a small company with limited manpower but grow up into big company spreading in many countries in lesser span of time. As the BPO expands, the management came across many problems in the company. One of the main problems which they came across was the employee dissatisfaction which resulted into lower customer satisfaction. The impact was so bad that they started loosing their customers and their business. This case study explains how a company can increase customer’s satisfaction just by understanding and treating their employees as the first customers of the organization to be served.

scholarly journals THE IMPACT OF AUTOMATED SERVICES QUALITY ON BRAND LOYALTY WITH THE MEDIATING ROLE OF CUSTOMER SATISFACTION AND MODERATING ROLE OF CUSTOMER KNOWLEDGE

2015 ◽  
Vol 03 (02) ◽  
pp. 10-18
Author(s):  
Anser Hayat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Services Quality ◽  
Customer Knowledge ◽  
Mediating Role ◽  
The Impact ◽  
Positive Effect ◽  
Moderating Role

The aim of this study was to find out the impact of automated service quality on brand loyalty with the mediating role of customer satisfaction and moderating role of customer knowledge. Data was collected through 150 questionnaires completed by randomly selected customers. Descriptive statistics, exploratory factor analysis, and multiple regressions were used to test the direct impact of automated services quality on brand loyalty, and moderating role of customer knowledge. The findings suggest that the automated service quality and customer knowledge have a significant and positive effect on customer satisfaction. The results show automated service quality and customer satisfaction to be significantly associated with brand loyalty.

scholarly journals Effect of Service Quality and Company Image on Customer Loyalty with Satisfaction Customers as Intervening Variables (Case Study of Brilink Agent PT Bank Rakyat Indonesia (Persero) TBK. Medan Region Office)

2021 ◽  
Vol 8 (8) ◽  
pp. 196-202
Author(s):  
Apri Hendrawan ◽  
Amrin Fauzi ◽  
Beby Karina Fawzeea
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Financial Services ◽  
Financial Management ◽  
National Development ◽  
Corporate Image ◽  
Basic Knowledge ◽  
The Public ◽  
The Impact

Bank is a business entity that collects funds from the public such as deposits and it will be distributed to the public in the form of credit and / or other forms in order to improve people's lives. The objective of Indonesian banking is to support the implementation of national development in the context of increasing equity, economic growth and national stability towards improving people's welfare. From this objective, banks in Indonesia must carry out their duties and functions properly and be based on the principles of economic democracy. The Brilink agent is one of BRI's breakthroughs to educate people in knowing basic knowledge about financial management by use banking’s products and services. BRI provides financial services through Brilinkagentat remote villages. BRILink agent give service not only provides operational efficiency benefits, but also provides convenience for BRI’s customers and non customers when they making transaction with BRI. Phenomena that often occur in BRI Bank customers against Brilink Agents, both directly and indirectly, such as the quality of service provided to customers that are not up to standard so that it can lead to the customer's decision to return to transactions at Brilink Agents and the impact of these problems will decrease the number of transactions and decreased fee-based income for Brilink agents. The purpose of this study was analyzed the effect of service quality and corporate image on customer loyalty through satisfaction as an intervening variable at the Brilink agent of PT Bank Rakyat Indonesia (Persero) Tbk Medan regional office. The population of this research is customers in the micro segment. Sample criteria are customers who have transaction at Brilink agents, a total sample are 400 respondents. The sampling method used Purposive Sampling. Data analysis was carried out through PLS-SEM using the SmartPLS 3.0 program. The results showed that directly service quality and company image had a positive and significant effect on customer loyalty through customer satisfaction. Keywords: Service Quality, Company Image, Customer Satisfaction, Customer Loyalty.

scholarly journals The Usage of Social Media for Improving the Customer Satisfaction: The Mediating Role of Electronic Services Quality

2021 ◽  
Vol 14 (11) ◽  
pp. 15
Author(s):  
Raad Mamduh Khaleel Khashman
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Services Quality ◽  
Positive Impact ◽  
Simple Random Sample ◽  
Website Design ◽  
Media Usage ◽  
Mediating Role ◽  
The Impact

The study aims to identify the impact of social media usage on customer satisfaction and the mediating role of electronic service quality through its dimensions (website design, reliability, customization, responsiveness, and trust) in the Vitas Jordan Company. A quantitative approach was used to answer the study questions and to test hypotheses. About (500) questionnaires were distributed using the Simple Random Sample technique to achieve the study purposes. (392) questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.25) and (AMOS) software. The findings of the study revealed that there is a significantly positive impact of social media usage on customer satisfaction and a significantly indirect positive impact of social media usage on customer satisfaction through the electronic Services Quality dimension as a mediating variable. The study recommended that managers concentrate and maintain the use of social media for providing unique services and responding to customers’ inquiries in a timely manner. In addition, the need to enhance the use of Twitter and Instagram in marketing champions. 

scholarly journals The impact of the level of customer satisfaction on the quality of e-commerce services

2019 ◽  
Vol 69 (4) ◽  
pp. 666-684 ◽  
Author(s):  
Teresa Gajewska ◽  
Dominik Zimon ◽  
Grzegorz Kaczor ◽  
Peter Madzík
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Services Quality ◽  
Quality Of Services ◽  
Important Indicator ◽  
Content Type ◽  
The Impact ◽  
Safety Dimension

Purpose The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce services were identified. On this basis the hierarchy of importance of the adopted criteria for e-commerce service quality were proposed. Design/methodology/approach The level of customer satisfaction was measured using the Servqual method. In order to compare two groups: the quality of e-commerce services before purchase and the quality of e-commerce services after the purchase, a student’s t-test was used. To check if the relations between variables are sufficient to carry out the factor analysis (sampling adequacy), the Keizer–Meyer–Olkin test was used. The scope of the research included 23 selected criteria of customers satisfaction. Findings A comparison of the Servqual weighted and unweighted results shows that customers valued the guarantee/safety dimension the most. It can therefore be expected that customers perceive e-commerce services with increasing trust and consider them increasingly reliable which is also confirmed by the growing tendencies in the forecasts of e-commerce services in Poland. Originality/value Research allows to know the opinion and expectations related to the quality of services provided in the analysed area and to develop the strategy of company. The most important indicator of the quality of e-commerce services remains reliability (weighting = 0.34). However, the noticeable difference in opinions concerns the tangible elements index compared to the results of the Berry and Parasuraman team and amounted to 0.20.

scholarly journals The impact of service quality and service characteristics on customer satisfaction in the North Macedonian banking sector

Bankarstvo ◽  
2021 ◽  
Vol 50 (2) ◽  
pp. 34-48
Author(s):  
Maja Naumovska-Saveska ◽  
Ana Tomovska-Misoska ◽  
Krum Efremov ◽  
Ilijana Petrovska
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Banking Sector ◽  
Service Characteristics ◽  
The North ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact ◽  
Investigation Process

The aim of this research is to analyze the impact of service quality on customer satisfaction in the North Macedonian banking sector. The study aims to show that customer satisfaction is based on the role and impact of service quality. We try to find out which service quality dimensions may enhance customer satisfaction in a better way in Bank Y. We examined a range of theories and concepts related to customer satisfaction, service, service quality, loyalty, SERVQUAL model and financial services. Within the investigation process, we have collected data out of 68 completely and correctly filled questionnaires. The results confirmed that there is a connection between service quality and customer satisfaction. We have found out that there are significant dimensions where banks should make improvements in order to achieve positive impressions and experience of its clients. Following, we gave a proposed strategy and instructions for action as a finalization part of this research.

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