Service quality dimensions: an empirical investigation of commercial banks in India using SERVQUAL

2015 ◽  
Vol 21 (1) ◽  
pp. 50 ◽  
Author(s):  
Hitesh Arora ◽  
Padmasai Arora
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Empirical Investigation ◽  
Quality Dimensions ◽  
Service Quality Dimensions

scholarly journals The Influence of Service Quality Dimensions on Organizational Excellence (Perspective of Employees within Kuwaiti Commercial Banks)

2018 ◽  
Vol 11 (10) ◽  
pp. 149
Author(s):  
Salah A. Alabduljader
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Commercial Banks ◽  
Quantitative Method ◽  
Organizational Excellence ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
R Value

Current study aimed at examining the influence of service quality dimensions on the organizations' ability to reach excellence. Quantitative method was adopted through the questionnaire as a tool. Individuals within commercial banks in Kuwait were retrieved to form the sample of the study. A total of (60) individual responded properly to the questionnaire. The following results were reached: 1- Results indicated the nature of sample to be totally normal with a tendency towards young ages, thoughts and orientations. 2- There appeared a significance that is statistical in nature from service quality dimension and organizational excellence. It meant that service quality along with its dimensions can help in achieving excellence among organizations. 3- All of the study hypotheses were accepted considering that the R value came to be statistically influential. The most influential variables of service quality on organizational excellence appeared to be responsiveness. Study recommends increasing the awareness regarding service quality and its importance in developing organizational performance. Also, it is recommended for commercial banks to support their CRM strategies in a way that matches between higher service quality and increased customer satisfaction.

scholarly journals Measuring the Service Quality Gape in Commercial Banks: A Case Study of a Sample of Commercial Banks Customers in Oum El Bouaghi

2019 ◽  
Vol 3 (2) ◽  
pp. 24-41
Author(s):  
Abdelakrim HASSANI ◽  
Djebar BOUKETIR
Keyword(s):  
Statistical Analysis ◽  
Service Quality ◽  
Commercial Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Public Banks ◽  
Paired T Test ◽  
Statistical Analysis Methods ◽  
Structured Questionnaire

This study aimed to measure the gap between expectation service quality and perception service quality in the banks of Public sectors in Algeria. To attain the aim of this study a random sample of customers was chosen to conduct this study within. Data were collected from 251 customers of public banks sector using structured questionnaire, this questionnaire was designed and applied to measure expectations and perceptions of customers. For the purpose of this study, we use certain statistical analysis methods such as paired T-test, means, to test study’s hypothesis. The results of statistical analysis showed that there are significant statistical differences between the expectations and perceptions of the customers with respect to all service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy). Also results shows that there is a negative gap between the expectations and perceptions of the customers with respect to all service quality dimensions.

scholarly journals Impact of Service Quality dimension of Commercial Banks on Customer in Nepal

Pravaha ◽  
2020 ◽  
Vol 26 (1) ◽  
pp. 171-176
Author(s):  
Ranu Maiya Shrestha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Commercial Banks ◽  
Field Survey ◽  
Statistical Tools ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Structured Questionnaire

Commercial bank service quality dimensions and customer satisfaction are related with each other. Customer satisfaction play significant role for the success of bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting field survey. The sample size is 144 and chosen on a convenient basis. Data has been analyzed by using statistical tools like mean and Correlation Coefficient. The result revealed that service quality dimensions like such as tangibility, reliability, assurance, empathy, and responsiveness have significantly and positively correlated on customer satisfaction of commercial bank in Nepal.

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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