تقييم أبعاد جودة الخدمة البنكية وأثرها على رضا الزبائن : دراسة حالة وكالة بنك BADR بأم البواقي - 324 = Evaluation of Banking Service Quality Dimensions and Its Impact on Customer Satisfaction : Case Study of BADR Bank Agency in Oum-El-Bouaghi - 324

2018 ◽  
Vol 5 (1) ◽  
pp. 581-604
Author(s):  
عبد الكريم حساني ◽  
جبار بو كثير
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

scholarly journals A STUDY OF THE FACTORS LEADING TO THE DEVELOPMENT OF CUSTOMER SATISFACTION: A CASE STUDY OF A PRIVATE BANKING INSTITUTION IN MANDALAY, MYANMAR

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Kyawt Shinn Thant Zin ◽  
Komm Pechinthorn ◽  
Marlon Rael Astillero ◽  
Kitisak Tavisak ◽  
Tony Somathih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression Model ◽  
Beta Coefficient ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Banking Institution ◽  
Private Banking

Recently, the market of the banking industries is growing rapidly in Myanmar. Therefore, banks not only need to focus on attracting new customers but also on maintaining the existing customers by providing the exceptional quality of services in order to survive in extremely stiff competitive industry. This research is attempted to investigate the 5 determinants which lead to customer satisfaction to Ayeyarwaddy Bank (AYA) in Mandalay, Myanmar. The questionnaires were distributed to 200 people who have been experienced of using the service of the 2 branches of the AYA Bank in the same city. Single & multiple linear regression model were used in order to test the hypotheses to find out the beta coefficient and significant level. The finding is that all of the service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility are rejected and statistically influenced on the customer satisfaction. Keywords: service quality, customer satisfaction, commercial bank

scholarly journals Revisit Intention to Hospital: Factors Unveiled From a Case Study of Balimed Hospital

2017 ◽  
Vol 10 (3) ◽  
pp. 205
Author(s):  
Harimukti Wandebori
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Significant Relationship ◽  
Private Hospital ◽  
Revisit Intention ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Hospital Factors

This study aims to investigate the effect of Service Quality Dimensions on Customer Satisfaction, the effect of Customer Satisfaction towards Patient Revisit Intention and searching a significant relationship between variables within the biggest private hospital in Denpasar Bali, RS BaliMed. Improving Service Quality and establishing Customer Satisfaction within the hospital will increase the Patient Revisit Intention, our motive is to find out the truth regarding the statement for RS BaliMed. This study adopted several literatures for the Service Quality, Customer Satisfaction and Revisit Intention assessment.  In this study, 100 respondents’ data were analyzed using PLS model and finds that Assurance and Empathy from Service Quality Dimensions have positive and significant influence toward Customer Satisfaction and also followed by the findings of Customer Satisfaction has positive and significant influence toward Revisit Intention. Interestingly this study also found that Reliability, Assurance and Empathy have indirect significant influence toward Revisit Intention which considered as unique findings.

An Analysis of Customers' Acceptance of Internet Banking

2018 ◽  
pp. 154-198 ◽  
Author(s):  
Yakup Akgül
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Technology Acceptance ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Research Model ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Acceptance Model

The aim of this chapter is to provide insights into the causal factor of people's internet banking acceptance. It endeavors to address a research need for extending the technology acceptance model (TAM) by adding contextual variables and its implication on e-customer satisfaction and e-customer loyalty. As trust and service quality has never failed to be a significant predictor in e-commerce research, this study proposes to integrate trust and service quality into the TAM to get a better understanding of e-banking adoption. A research model reflecting the effect of e-trust and internet banking service quality dimensions on TAM constructs is proposed.

scholarly journals E-Banking Service Quality and Customer Satisfaction: Evidence from Deposit Money Bank in South-South Nigeria

Webology ◽  
2021 ◽  
Vol 18 (Special Issue 04) ◽  
pp. 288-302
Author(s):  
Mary Shadrach Omofowa ◽  
Shadrach Omofowa ◽  
Chijioke Nwachukwu ◽  
Van Le
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Survey Research ◽  
Research Approach ◽  
Electronic Banking ◽  
Technology Competence ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The study examines the connection between Electronic Banking service quality and customer satisfaction. The study used a survey research approach. 344 participants were selected randomly for the study. The data from 302 respondents suggest that E-banking service quality dimensions (innovation, technology competence, reliability and tangibility jointly influence customer satisfaction. Further, innovation, technology competence, reliability and tangibility had positive and significant effects on customer satisfaction. All four hypotheses were supported. We, therefore, conclude that deposit money banks must optimise their E-banking service to improve customer satisfaction.

scholarly journals THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN E-BANKING: EVIDENCE FROM BANKING SECTOR OF BANGLADESH

2020 ◽  
pp. 57-65
Author(s):  
Nishath Anjum ◽  
Jace Saha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Multiple Regression Model ◽  
Significance Level ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Financial Transactions ◽  
Satisfaction Measures

Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by a company have been met. Thus, customer satisfaction depends on several dimensions of service quality. Electronic banking or simply E-banking enables customers of a bank to conduct a range of financial transactions over the internet. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this study was to examine the relationship between the dimensions of E-banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Five service quality dimensions; Dependability, Timeliness, Security & Privacy, Physical facilities and Customize service derived with the support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 265 E-banking users as respondents from Bangladesh through convenient sampling. Correlation, ANOVA and Multiple Regression model has been used to determine the significance level of the variables for the customer satisfaction in e-banking. Results of the study have revealed that there is significant relationship between service quality dimensions and customer satisfaction. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today’s emulous world. KEYWORDS: E-banking, Customer satisfaction, Service quality, Bangladeshi banking sector

scholarly journals The Effect of Service Quality Dimensions on Customers’ Loyalty through Customer Satisfaction in Jordanian Islamic Bank

2016 ◽  
Vol 8 (6) ◽  
pp. 141 ◽  
Author(s):  
Ayed Al Muala
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Questionnaire Survey ◽  
The Other ◽  
Capital City ◽  
Islamic Bank ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Positive Effect

<p>The goal of this paper is to investigate the effect of banking Service Quality Dimensions on customers’ satisfaction, and customers’ loyalty. The dimensions include tangibility, reliability, empathy, responsiveness, and assurance. The researcher used a questionnaire survey to elicit data from the participants of the study. The sample included 250 questionnaires. They were distributed over a number of Islamic Bank customers in Jordan, particularly in the capital city “Amman”. The results of the study showed that there is a positive effect of Tangibility, Reliability, Empathy, Responsiveness, Assurance, on customer satisfaction toward customers’ loyalty. This has confirmed the Hypothesis of the study (H1, H2, H3, H4, and H6) in terms of being significantly and positively related to customers’ satisfaction and loyalty. On the other hand, one hypothesis is insignificant impact which is H5.</p>

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

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