scholarly journals Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

2018 ◽  
Vol 6 (1) ◽  
pp. 89-111
Author(s):  
Salome Ighomereho ◽  
Patrick Ladipo ◽  
Bolajoko Dixon-Ogbechi
Keyword(s):  
Service Quality ◽  
Demographic Factors ◽  
Joint Effect ◽  
Positive Influence ◽  
Automated Teller Machine ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Socio Demographic Factors ◽  
Significant Positive Influence

AbstractResearch has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

scholarly journals Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

2018 ◽  
Vol 6 (1) ◽  
pp. 89-111
Author(s):  
Salome Ighomereho ◽  
Patrick Ladipo ◽  
Bolajoko Dixon-Ogbechi
Keyword(s):  
Service Quality ◽  
Demographic Factors ◽  
Joint Effect ◽  
Positive Influence ◽  
Automated Teller Machine ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Socio Demographic Factors ◽  
Significant Positive Influence

Abstract Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

scholarly journals Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

2016 ◽  
Vol 5 (2) ◽  
pp. 155-171
Author(s):  
Oghojafor Ben Akpoyomare ◽  
Ladipo Patrick Kunle Adeosun ◽  
Rahim Ajao Ganiyu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Significant Difference ◽  
Lagos State ◽  
Flight Frequency ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Abstract Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

scholarly journals Analysis of Cargo Airline Services Quality in Cargo Delivery In Nigeria

2021 ◽  
pp. 37-47
Author(s):  
Ayantoyinbo Boye Benedict ◽  
Gbadegesin Adeolu Emmanuel
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Sampling Technique ◽  
Air Cargo ◽  
Customer Expectations ◽  
Model Average ◽  
Cargo Delivery ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study analysed cargo airline services and cargo delivery in Nigeria. The focus was on identifying the disparity between expected and perceived airline service quality on cargo delivery. This study was carried out in Lagos State, Nigeria. Random sampling technique was used to select 239 freight forwarders agents that operate in the Cargo Terminal of Muritatal Muhammed International Airport, Lagos State. SERVQUAL model and t-test were used to analyse the disparity between expectations and perceptions of airline service quality. SERVQUAL model average gap score is -0.126 which implies that customers are not satisfied with cargo airline service quality. Moreover, the findings revealed that there is a negative disparity between customer expectations and perceptions of airline service quality on air cargo delivery with Reliability having the lowest negative t-value of (-34.409), followed by Tangibles with a t-value of (-23.300), Responsiveness has a t-value of (-12.910), Assurance followed with t-value of (-13.572) while Empathy has a t-value of (-10.165). Conclusion is drawn that cargo airline customers' expectations about their service quality are more than they really perceived. Recommendation was made that cargo airline should make an assessment of service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance and Empathy) and provide a means to improve upon them.

scholarly journals Pengaruh Servicescape Terhadap Kualitas Pelayanan

2017 ◽  
Vol 3 (1) ◽  
pp. 52-61
Author(s):  
Erick Ferdinal ◽  
Sri Surjani Tjahjawati
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Physical Environment ◽  
Descriptive Analysis ◽  
Positive Influence ◽  
Environment Interaction ◽  
Quality Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Each company must strive to provide the best service to its customers to win the competition, thus the quality of service becomes one important. To provide good quality services to customers, the physical environment interaction between the company and the customer called with servicescape becomes a consideration. Servicescape dimensions that are measured in this study are aesthetic facilities, lighting, ambiance, layout, equipment, and employees, while for the service quality dimensions that are used in this study are tangible, reliability, responsiveness, assurance and empathy. The purpose of this study is to reveal the influence servicescape on service quality  Dana Pensiun Telkom Bandung City. 125 questionnaires distributed, but the data can be taken as many as 116. The data analysis is done is descriptive analysis, regression, and hypothesis testing. Based on the research that has been done, there is a positive influence of servicescape on quality service Dana Pensiun Telkom Bandung.

scholarly journals Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study

2021 ◽  
Vol 1 (2) ◽  
pp. 93-106
Author(s):  
Sigit Sugiarto ◽  
Vivi Octaviana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Positive Influence ◽  
Linear Regression Method ◽  
Literature Study ◽  
Customer Expectation ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Expectations ◽  
High Level

This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.

scholarly journals Predicting Social Capital on Multidimensional Service Quality: A Facebook Perspective

2020 ◽  
Vol 10 (3) ◽  
Author(s):  
Md. Alamgir Hossain ◽  
◽  
Minho Kim ◽  
Keyword(s):  
Social Capital ◽  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Social Capital Theory ◽  
Capital Theory ◽  
Bonding Social Capital ◽  
Environment Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the real-time communications prevalent in Facebook, it has been emerged as an increasingly popular social media that facilitates the bridging and bonding of social capital. This study reviews the consequences of service qualities for social capital through multidimensional service quality and social capital theory. Desired information is collected using a structured questionnaire comprising items of Facebook outcome quality, environment quality, interaction quality, satisfaction, usage intention, bridging, and bonding social capital, and analysed by the structural equation modelling. Results confirm that outcome and environment quality have significant positive influence on users’ satisfaction and usage intention. Meanwhile, bridging and bonding social capital are highly predicted by satisfaction and usage intention, leading to the conclusion that Facebook helps to build and maintain social capital by increasing satisfaction and usage intention. The findings provide valuable insights for practitioners to shape a more balanced job-social capital relationship by adjusting service quality dimensions.

scholarly journals Pengaruh Servicescape Terhadap Kualitas Pelayanan

2017 ◽  
Vol 3 (1) ◽  
pp. 52
Author(s):  
Erick Ferdinal ◽  
Sri Surjani Tjahjawati
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Physical Environment ◽  
Descriptive Analysis ◽  
Positive Influence ◽  
Environment Interaction ◽  
Quality Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Each company must strive to provide the best service to its customers to win the competition, thus the quality of service becomes one important. To provide good quality services to customers, the physical environment interaction between the company and the customer called with servicescape becomes a consideration. Servicescape dimensions that are measured in this study are aesthetic facilities, lighting, ambiance, layout, equipment, and employees, while for the service quality dimensions that are used in this study are tangible, reliability, responsiveness, assurance and empathy. The purpose of this study is to reveal the influence servicescape on service quality  Dana Pensiun Telkom Bandung City. 125 questionnaires distributed, but the data can be taken as many as 116. The data analysis is done is descriptive analysis, regression, and hypothesis testing. Based on the research that has been done, there is a positive influence of servicescape on quality service Dana Pensiun Telkom Bandung.

scholarly journals Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan

2021 ◽  
Vol 4 (2) ◽  
Author(s):  
Jamshed Haidery ◽  
◽  
Sayed Wali Shah Mandozai ◽  
Hafizullahmeen Amin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Empirical Support ◽  
Positive Influence ◽  
Equation Modeling ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study aims to understand the relationship of service quality dimensions, customer satisfaction, and loyalty in the banking sector using data from the Afghanistan banking sector. The study surveyed 269 respondents using a standard SERVQUAL questionnaire to examine the relationship between service quality dimensions, customer satisfaction, and loyalty in the banking sector of Afghanistan. The Structural Equation Modeling approached was used to analyze data. The findings suggest that assurance, empathy, and tangibles have a positive influence on customer satisfaction. Importantly, results revealed that female customers are less satisfied as compared to their counterparts. furthermore, the findings indicate a positive influence of customer satisfaction on customer loyalty. This paper offers empirical support for bank managers to enhance the physical facilities, assure customer trust, appropriately treat customers and consider gender requirements in providing banking services. The major limitation of this study is that it only includes one private bank customer and only Kabul province. This work illustrates an initial empirical study into service quality, customer satisfaction, and loyalty in Afghanistan using well developed SERVQUAL model.

scholarly journals Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan

2021 ◽  
Author(s):  
Jamshed Haidery ◽  
Sayed Wali Shah Mandozai ◽  
Hafizullahmeen Amin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Empirical Support ◽  
Positive Influence ◽  
Equation Modeling ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study aims to understand the relationship of service quality dimensions, customer satisfaction, and loyalty in the banking sector using data from the Afghanistan banking sector. The study surveyed 269 respondents using a standard SERVQUAL questionnaire to examine the relationship between service quality dimensions, customer satisfaction, and loyalty in the banking sector of Afghanistan. The Structural Equation Modeling approached was used to analyze data. The findings suggest that assurance, empathy, and tangibles have a positive influence on customer satisfaction. Importantly, results revealed that female customers are less satisfied as compared to their counterparts. furthermore, the findings indicate a positive influence of customer satisfaction on customer loyalty. This paper offers empirical support for bank managers to enhance the physical facilities, assure customer trust, appropriately treat customers and consider gender requirements in providing banking services. The major limitation of this study is that it only includes one private bank customer and only Kabul province. This work illustrates an initial empirical study into service quality, customer satisfaction, and loyalty in Afghanistan using well developed SERVQUAL model.

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.

Sign in / Sign up

Export Citation Format

Share Document