Impact of Service Quality, Service Convenience and Perceived Price Fairness on Customer Satisfaction in Indian Retail Banking Sector

2014 ◽  
Vol 39 (2) ◽  
pp. 127-139 ◽  
Author(s):  
Vinita Kaura ◽  
Chalasani S. Durga Prasad ◽  
Sourabh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Retail Banking ◽  
Quality Service ◽  
Price Fairness ◽  
Service Convenience ◽  
Perceived Price ◽  
Perceived Price Fairness

Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction

2015 ◽  
Vol 33 (4) ◽  
pp. 404-422 ◽  
Author(s):  
Vinita Kaura ◽  
Ch. S. Durga Prasad ◽  
Sourabh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Retail Banking ◽  
Content Type ◽  
Service Convenience ◽  
Perceived Price ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.

scholarly journals THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED PRICE FAIRNESS ON CUSTOMER LOYALTY WHICH CUSTOMER SATISFACTION AS INTERVENING STUDY ON ONLINE SHOPPING SITE IN INDONESIA

2021 ◽  
Vol 4 (1) ◽  
pp. 143-171
Author(s):  
Olivia Citra Octaviani ◽  
Mohamad Rizan ◽  
Agung Kresnamurti Rivai P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Price Fairness ◽  
Perceived Price ◽  
Perceived Price Fairness

This study examines the effect of e-service quality and perceived price fairness on customer loyalty with the intervening role of customers’ satisfaction in the online shopping site in Indonesia. The research method uses a quantitative research design with a survey model. The sample used in this study is Lazada consumers which consists of five large cities in Indonesia (Jakarta, Bogor, Depok, Tanggerang, and Bekasi City) and have done online shopping site at Lazada at least once in the last six months. The object of this research were the 200 customer respondents who had made purchases on the largest online shopping site platform of Indonesia, Lazada. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the e-service quality and perceived price fairness affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between e-service quality and perceived price fairness on customer loyalty. Third, e-service quality and perceived price fairness directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the online shopping site a  good quality and perception about price could positively influence customers but not necessarily form loyalty.

scholarly journals Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry

2020 ◽  
Vol 14 (3) ◽  
pp. 317-328
Author(s):  
Zoya Wajid Satti ◽  
Samreen Fahim Babar ◽  
Shagufta Parveen ◽  
Kashif Abrar ◽  
Asma Shabbir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Moderated Mediation ◽  
Price Fairness ◽  
Content Type ◽  
Perceived Price ◽  
Perceived Price Fairness

Purpose This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Design/methodology/approach The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Findings The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry. Research limitations/implications The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price. Originality/value The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.

scholarly journals Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi

2021 ◽  
Vol 5 (2) ◽  
pp. 129
Author(s):  
Fincent Sutanto ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Quality Service ◽  
Probability Sampling ◽  
Service Convenience ◽  
Perceived Price ◽  
Convenience Sampling ◽  
Positive Impacts

The purpose of this research is to investigate the effects of service quality, service convenience and perceived price and fairness on banking customer loyalty with customer satisfaction as the mediating at the bank . The method to sample the bank’s customers was by using non-probability sampling method with convenience sampling technique. The instruments to collect the data was by distributing questionnaires to 244 respondents of bank’s in Jakarta. Method to analysed the data was by using PLS-SEM. The result of the research reveal that service quality and perceived price and fairness have positive impacts on customer loyalty, while service convenience has no effect on customer loyalty. This research also found that service convenience and perceived price and fairness have positive impacts on customer satisfaction, while service quality has no effect on customer satisfaction. Moreover, customer satisfaction acts as mediating variable between service convenience. The finding suggest bank should maintain and enhance for service quality and perceived price and fairness to encourage customers decision to repurchase or remain a customer. Tujuan penelitian ini untuk mengetahui pengaruh kualitas layanan, kenyamanan layanan dan kelayakan harga yang dirasakan terhadap loyalitas pelanggan dengan kepuasan nasabah sebagai variabel mediasi terhadap nasabah bank. Penelitian ini menggunakan metode non-probability sampling dengan teknik convenience sampling. Penulis mengumpulkan 244 responden untuk penelitian ini dari nasabah bank swasta di Jakarta yang sebagian besar adalah karyawan umum. Respons dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan dan persepsi harga dan keadilan memiliki dampak positif terhadap loyalitas pelanggan, kenyamanan layanan tidak berpengaruh terhadap loyalitas pelanggan. Penelitian ini juga menemukan bahwa kenyamanan layanan dan persepsi harga dan keadilan memiliki dampak positif pada kepuasan pelanggan dan kualitas layanan tidak berpengaruh pada kepuasan pelanggan. Selain itu, kepuasan pelanggan bertindak sebagai variabel perantara antara kenyamanan layanan. Temuan ini menyarankan bank harus menjaga dan meningkatkan kualitas layanan serta harga dan keadilan yang dirasakan untuk mendorong keputusan pelanggan untuk membeli kembali atau tetap menjadi pelanggan.

scholarly journals Factors Influencing Indonesian Customer Satisfaction and Customer Loyalty in Local Fast-Food Restaurant

2019 ◽  
Vol 11 (3) ◽  
pp. 131
Author(s):  
Anas Hidayat ◽  
Aprilia P. Adanti ◽  
Arief Darmawan ◽  
Alldila N. A. Setyaning
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Fast Food ◽  
Price Fairness ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality ◽  
Perceived Price Fairness

This paper aims to analyze the influence of customer satisfaction and customer loyalty toward the local fast food restaurant in Indonesia. The variables involved in this study were perceived service quality, perceived product quality, perceived price fairness, customer satisfaction, and customer loyalty. Samples of this study were customers of the local fast food restaurant in Yogyakarta. Quantitative method is used to analyze the relationships within variables. This research examined 200 respondents by spreading the online questionnaires that were analyzed by using Structural Equation Model method. To collect the data, this study used convenience sampling method. The results show that perceived service quality, perceived product quality, and perceived price fairness had a positive and significant influence on customer satisfaction. Also, perceived service quality, perceived product quality, and perceived price fairness had a positive and significant influence on customer loyalty. Finally, customer satisfaction has a positive and significant influence on customer loyalty. Perceived price fairness was the highest influence on Indonesian consumers for being loyal to the local fast food restaurants.

scholarly journals A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective

2019 ◽  
Vol 8 (1) ◽  
pp. 50-59
Author(s):  
Ajimon George ◽  
Jobin Sahadevan
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Perceived Value ◽  
Hospital Management ◽  
Corporate Image ◽  
Health Care Market ◽  
Price Fairness ◽  
Patient Loyalty ◽  
Perceived Price ◽  
Perceived Price Fairness

As the health care sector in India is becoming more and more competitive, researchers and practitioners are getting increasingly interested in exploring how post-purchase behaviour of patients can be managed and high level of patient loyalty can be ensured. Patient loyalty has gained immense importance in health care service sector in India because of the drastic changes that have taken place in health care market in the last two decades. Today, the health care market is characterized by intense competition and specialization. Hospital management is increasingly recognizing the need to focus on patient loyalty as a means to achieve profitability and also to improve their competitive position. In this article, we theoretically explore the relationship of the antecedents of patient loyalty (service quality, perceived value, corporate image and perceived price fairness) and its outcomes (patients’ satisfaction and patient loyalty). The outcome of this research is a conceptualization of antecedents of patients’ loyalty in the context of health care supported by research propositions based on the existing literature. The article contributes to the existing literature a hypothesized model that permits the examination of consumer behavioural procedures with regard to service quality, perceived value, perceived price fairness, corporate image, patient satisfaction and patient loyalty. Exploring these processes through empirical studies in future will provide new insights, which will help hospital management retain existing customers and attract new customers.

Antecedents of customer satisfaction: a study of Indian public and private sector banks

2013 ◽  
Vol 31 (3) ◽  
pp. 167-186 ◽  
Author(s):  
Vinita Kaura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Positive Impact ◽  
Retail Banking ◽  
Employee Behavior ◽  
Public And Private ◽  
Content Type ◽  
Service Convenience ◽  
Public And Private Sector

PurposeThe purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.Design/methodology/approachA cross‐sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses.FindingsDimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post‐benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post‐benefit convenience.Research limitations/implicationsThis study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.Practical implicationsThis study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.Originality/valueThe paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 9-17
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

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