The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

2020 ◽  
Vol 11 (1) ◽  
pp. 48
Author(s):  
Shimiao Li
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Kuala Lumpur ◽  
Luxury Hotels ◽  
Revisit Intention ◽  
Self Service ◽  
Self Service Technology ◽  
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 Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka

2015 ◽  
Vol 17 (1) ◽  
pp. 1 ◽  
Author(s):  
Gunawardana H.M.R.S.S. ◽  
D. Kulathunga ◽  
W.L.M.V. Perera
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Principal Component ◽  
Internet Banking ◽  
Technological Advancement ◽  
Western Province ◽  
Quality Dimensions ◽  
Self Service ◽  
Self Service Technology ◽  
The Impact

Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the self-service technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect.

scholarly journals Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY

2017 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Maria Moniqua Ratna ◽  
Harry Soesanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Software Analysis ◽  
Analysis Technique ◽  
Core Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY.  Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0.  The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

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.

The mediating role of customer satisfaction: evidence from the airline industry

2016 ◽  
Vol 28 (2) ◽  
Author(s):  
Rahim Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Airline Industry ◽  
Design Methodology ◽  
Perceived Value ◽  
Corporate Image ◽  
Mediating Role ◽  
The Impact

Purpose This study examines the mediating effects of customer satisfaction in the context of the airline industry in the United Arab Emirates through three distinct models. The first model examines the impact of service quality on brand loyalty as mediated by customer satisfaction; the second model investigates the impact of corporate image on brand loyalty as mediated by customer satisfaction; and the final model examines the impact of perceived value on brand loyalty as mediated by customer satisfaction. Design/methodology/approach Three conceptual models are developed based on the existing literature. These models were validated via a quantitative approach, whereby data from 253 questionnaires were analyzed employing regression analysis. Findings The results confirm the mediating role of customer satisfaction in the three proposed models, implying that customer satisfaction is vital for an airline to thrive in such a highly competitive market, as well as for it to retain existing passengers, acquire new ones and eventually convert them into brand loyal customers. Research limitations/implications Although the research models proposed in this research have been developed based on theoretical grounds, the generalizability of the result is limited to the airline industry. Originality/value The paper contributes to the literature by being the first to study the mediating effect of customer satisfaction on corporate image, perceived value and service quality, as well as examining their relationship with brand loyalty in the context of the UAE airline industry.

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