أثر جودة الخدمة المدركة على رضى الزبائن : دراسة حالة شركة الخطوط الجوية بمطار باتنة في الجزائر = The Impact of the Perceived Service Quality on Customer Satisfaction : Case Study Airways Airport Batna in Algeria

2015 ◽  
Vol 15 (1) ◽  
pp. 245-257
Author(s):  
إلهام يحياوي ◽  
ليلى بو حديد
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Service Quality ◽  
The Impact

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

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.

scholarly journals The Impact of Mergers and Acquisitions on Service Quality of Banks in Ghana: Case Study of Ecobank and Access Bank Ghana

2015 ◽  
Vol 10 (12) ◽  
pp. 167
Author(s):  
Johnson Yeboah ◽  
Ernest K. Asirifi ◽  
Samuel Ampadu
Keyword(s):  
Service Quality ◽  
Mergers And Acquisitions ◽  
Positive Impact ◽  
Secondary Data ◽  
Perceived Service Quality ◽  
Services Delivery ◽  
The Government ◽  
The Impact

Ghana has witnessed a wave of mergers and acquisitions (M & As) in the banking industry following the bank recapitalization initiative by the government in 2008. This raises an important question concerning the trade-off between the possible efficiency gains and efficiency losses as banks merge into one large unit. The objective of this study was to find out how Mergers & Acquisitions have impacted service quality of consolidated banks in Ghana. A descriptive and explanatory design was adopted as the study sought to describe customer perceived service quality and to also explain the relationship between M & As and service quality. An ANOVA and T-tests techniques were used to analyze primary and secondary data gathered. Findings from the study indicated that M & As had positive impact on overall service quality. The conclusion drawn by the researchers indicates that mergers and acquisitions offer superior growth and financing option for banks. This in turn promotes economic efficiency through improvements in costs and services delivery.

scholarly journals Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

2015 ◽  
Vol 16 (3) ◽  
pp. 280-289 ◽  
Author(s):  
Chi Phan ◽  
Phong Nham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Market Place ◽  
Quality Performance ◽  
Automated Teller Machine ◽  
The Impact

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

scholarly journals ANALYSIS OF SERVICE QUALITY, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN INSURANCE INDUSTRY - CASE STUDY OF PT. SYNERGY ADHI MANUNGGAL

2018 ◽  
Vol 3 (1) ◽  
pp. 47-61
Author(s):  
Benedictus Widy Andhika ◽  
Nila Khrisnawati Hidayat ◽  
Linus Pasasa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Insurance Industry ◽  
Perceived Value ◽  
Sem Analysis ◽  
Primary Data ◽  
The Impact

The purpose of this research is to study and analyse the impact of service quality, perceived value and customer satisfaction towards customer loyalty in insurance industry - case study of PT. Synergy Adhi Manunggal. The primary data was obtained by using the questionnaires to 100 customers of PT. Synergy Adhi Manunggal. The data is analysed using Structural Equation Modelling (SEM analysis to test the hypotheses). Finding of this research shows that service quality, perceived value and customer satisfaction towards customer loyal. It will be a great challenge for the PT. Synergy Adhi Manunggal in preparing their strategic plan in maintaining customer loyalty.

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