scholarly journals Internet Banking and its Impact on the Service Quality of the Banks in Punjab

2014 ◽  
Vol 5 (2) ◽  
pp. 748-757
Author(s):  
Rajni Bhalla ◽  
Inderpal Singh
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Secondary Data ◽  
Internet Banking ◽  
Annual Reports ◽  
Primary Data ◽  
Probability Method ◽  
The Impact

The changes in IT sector constantly influencing the performance of banking sector in the world. The emergence of internet banking has changed the way of banks of how to offer the products and services to the customers. In order to survive in the rapidly changing technological environment, the banks are required to adapt such changes and to maintain and improve the services which they are offering to their customers in order to attain the customers satisfaction. Now the term quality does not only include the products but also the services. This paper deals with the internet banking operations and how it affects the service quality of the banks in Punjab. The research is much more of qualitative nature but to prove facts and figures quantitative approach is also used in the paper. The research is descriptive as well as explanatory. In order to arrive at the sample size, non probability method has been used. For the primary data collection a structured questionnaire is used to record the response of various respondents. Secondary data has been collected from annual reports, other published literature of the banks etc. In order to test the impact of internet banking on the service quality of banks seven service quality dimensions model is used. A model with seven dimensions service quality named reliability, assurance, responsiveness, empathy, tangibility, security and communication is used to complete the study. In these seven dimensions 37 variables are covered. For the data analysis the statistical package SPSS 20 is used.  Descriptive statistics is used to analyse the data. The research proves that all the dimensions which are included in the study have a positive impact on the service quality of banks providing internet banking services to their customers in Punjab. The recommendations are also discussed with which the service quality and customers satisfaction can be improved.

scholarly journals SERVQUAL Model Application on Assessing Quality of Deposit Service: Case Study from Joint Stock Commercial Bank for Investment and Development of Vietnam - Hai Ba Trung Branch

2021 ◽  
Vol 8 (11) ◽  
pp. 337-349
Author(s):  
Chi T. Do ◽  
Tam T. Le ◽  
Hoang D. Le
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Secondary Data ◽  
Primary Data ◽  
Research Model ◽  
Essential Factor ◽  
Bank Branch ◽  
Desk Review

This paper is aimed at analyzing the customers’ expectations and perceptions of deposit service quality at a specific bank branch in Vietnam, as service quality has been considered as an essential factor for success and acknowledgement in the banking field. The data are combined between secondary data of the bank branch and desk review data, and primary data collected from 200 clients in 4 months in 2019, with 25 questions developed from SERVQUAL model, justified for banking sector. The SERVQUAL research model is applied. The main findings are: all measurements of SERVQUAL including Reliability, Tangible, Assurance, Responsiveness, and Empathy have significant impacts on customer satisfaction. While Responsiveness is the factor that impact on customers’ satisfaction the greatest, Assurance is acknowledged as the dimension which impact on customers’ satisfaction the least. This study shows a support to the overall understanding about service quality in the banking field. Besides, it gives useful information to assist commercial banks in management, such as focusing on service quality and improving the customers’ satisfaction. Keywords: Assurance, Customers’ satisfactions, Deposit Service Quality, Responsiveness, SERVQUAL.

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 Automated Teller Machine (ATM) Service Quality on Customer Satisfaction in the Nepalese Commercial Banks

2019 ◽  
Vol 3 (1) ◽  
pp. 7-18
Author(s):  
Chhemanand Joshi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Influencing Factor ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer Satisfaction Survey ◽  
The Impact

The aim of this study was to understand the impact of ATM service quality on the customer satisfaction in Nepalese banking sector. This study has used the primary data of customer satisfaction survey (N = 60). The data was collected using a structured questionnaire designed to ascertain the satisfaction levels. Descriptive statistics analysis was used to explain the satisfaction level of respondents. Correlations and multiple linear regression analysis were used to test the hypothesis. The ATM services have positive impact on the customer satisfaction; if proper functioning is ensured by the banks, there will be significantly higher customer satisfaction. Availability of cash has highest impact on customer satisfaction. Next most influencing factor is location of ATM. The study has been carried out primarily in Dhangadhi, Kailali and hence cannot be generalized on all over Nepal. The banks can utilize the finding to improve the services of ATMs and can enhance the overall satisfaction of their customers. The paper has identified, availability of cash as the most influencing significant factor, which the banks may take care to enhance the customer satisfaction.

scholarly journals A COMPARITIVE STUDY ON SERVICE QUALITY PERCEPTION AND PREFERENCE OF CUSTOMERS ABOUT PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (1(SE)) ◽  
pp. 32-42
Author(s):  
G. Bright Jowerts ◽  
C. Eugine Franco
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Banking Sector ◽  
Secondary Data ◽  
Primary Data ◽  
Public And Private ◽  
Public Sector Banks ◽  
Technological Developments ◽  
Public And Private Sector

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. The present need of banks is to have good relationship with customers by providing quality services to retain the existing and generate or acquire new customers. Thus, this study attempts to study the service quality in the banking sector in the present scenario. The scope of this study is to identify the service quality of public and private banks in Tirunelveli district. This research is based on primary data and secondary data. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The primary data was collected from 300 customers of banks located in Tirunelveli district. The analysis was carried out with the responses of the customers of the public sector banks and private sector banks by adopting stratified random sampling through questionnaire and presented in the form of tabulation. This study brought to light the fact that the customers were very much satisfied on the service quality of the banks in the region but at the same time they expect a lot more from the banks in the present scenario of technological developments in banks.

scholarly journals Electronic Banking and Profitability in the Nigerian Banking Industry

2020 ◽  
Vol 12 (2(I)) ◽  
pp. 20-37
Author(s):  
Uchenna Aduaka ◽  
Olawumi Dele Awolusi
Keyword(s):  
Business Strategy ◽  
Banking Industry ◽  
Secondary Data ◽  
Internet Banking ◽  
Primary Objective ◽  
Primary Data ◽  
Electronic Banking ◽  
The Impact ◽  
Nigerian Banking

The primary objective of this study was to assess the impact of electronic banking on profitability in the Nigeria banking industry. An inferential survey research design was adopted. Primary data were collected through questionnaires from both staff and customers of the surveyed bank. It was complemented with secondary data sourced from the company’s audited financial statements for the period 2010 to 2017. Data collected were analyzed using both descriptive and inferential statistics while testing of the hypotheses was done using multiple regression analysis. The study revealed that cards play a significant role more than other channels and immediately followed by ATM. Also, it was observed that E-Banking channels contributed to Bank's profitability, that E-banking services (EBS) had an influence on the retention and loyalty of bank's customers and that the quality of service, security, reliability and efficiency have a definite impact on the usage of the services of e-banking. It was recommended that the Nigerian banking industry should invest more in card products, followed by ATM amongst other electronic channels; as they generate more revenues for the bank. The study also recommended further development of other channels (Mobile, Corporate Payments, POS and internet banking) to further enhance their contribution to the bank's profitability. Nigerian banks should also create a business strategy that is customer-centric by being continuously innovative in identifying the needs of their customers and improving on their products offering while developing new ones, to retain and keep the loyalty of their existing customers while attracting new ones.

scholarly journals The Giving Of Disciplinary Penalty of Civil Servants Based On Government Regulation Number 53 of 2010 in Governments of Demak Regency

2020 ◽  
Vol 2 (4) ◽  
pp. 443
Author(s):  
Muhammad Adib ◽  
Sri Kusriyah Kusriyah ◽  
Siti Rodhiyah Dwi Istinah
Keyword(s):  
Government Regulation ◽  
Positive Impact ◽  
Secondary Data ◽  
Civil Servant ◽  
Civil Servants ◽  
Disciplinary Action ◽  
Primary Data ◽  
Immediate Supervisor ◽  
The Government ◽  
The Impact

Government Regulation No. 53 of 2010 regarding the discipline of the Civil Servant loading obligations, prohibitions, and disciplinary action which could be taken to the Civil Servant who has been convicted of the offense, is intended to foster a Civil Servant who has committed an offense, the form of disciplinary punishment is mild, moderate, and weight. Disciplinary punishment for the Civil Servant under Government Regulation No. 53 of 2010 Concerning the Discipline of Civil Servants. The formulation of this journal issue contains about how the process of disciplinary punishment, and constraints and efforts to overcome the impact of the Civil Servant disciplinary punishment in Government of Demak regency. The approach used in this study is a sociological juridical approach or juridical empirical, that is an approach that examines secondary data first and then proceed to conduct research in the field of primary data normative. The process of giving disciplinary sanctions for State Civil Apparatus in Government of Demak regency begins with the examination conducted by the immediate supervisor referred to in the legislation governing the authority of appointment, transfer and dismissal of civil servants. The results showed that in general the process of sanctioning / disciplinary punishment of civil servants in the Government of Demak be said to be good and there have been compliance with the existing regulations / applied in Government Regulation No. 53 of 2010, although it encountered the competent authorities judge still apply tolerance against the employee, but also a positive impact among their deterrent good not to repeat the same offense or one level higher than before either the Civil Servant concerned or the other. Obstacles in carrying out disciplinary punishment in Government of Demak regency environment is still low awareness of employees to do and be disciplined in performing the tasks for instance delays incoming work, lack of regulatory discipline, lack of supervision system and any violations of employee discipline. There must be constraints to overcome need for cooperation with other stakeholders comprising Inspectorate, BKPP, and the immediate superior civil servants in this way can be mutually reinforcing mutual communication, consultation, coordination so that if later there is a problem in the future could be accounted for.Keywords: Delivery of Disciplinary Sanctions; Civil Servant; Government Regulation No. 53 of 2010.

scholarly journals Impact of Information and Communication Technology on Service Quality of Banking Sector: A Comparative Study of Private and Public Sector Banks in Gwalior and Chambal Region

2017 ◽  
Vol 7 (1) ◽  
pp. 20
Author(s):  
Anil Vashisht
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Public Sector Banks ◽  
Effective Implementation ◽  
Private And Public ◽  
Information And Communication ◽  
The Impact ◽  
Adoption Pattern

<div><p><em>This paper studies the impact of IT in the service quality of banking sector. The purpose of the intended research involves determining bank adoption pattern of electronic media, factors constituting drivers and inhibitors for bank adoption, dimensionality of e-banking services quality as affected by IT, and customer adoption of such services. The study has also highlighted the determinants of service quality are directly influenced by IT and to explore what are the enabling and retarding factors for effective implementation and upsurge of IT system in banks.</em></p></div>

scholarly journals The Impact of Stakeholders on the Achievement of the Projects Within Malian Firms: Case of SODEMA

2020 ◽  
Vol 13 (3) ◽  
pp. 87
Author(s):  
Tiédian Fané ◽  
Toumani Bagayoko
Keyword(s):  
Positive Impact ◽  
Hypothesis Test ◽  
Secondary Data ◽  
Regression Equation ◽  
Primary Data ◽  
Key Stakeholders ◽  
Model Project ◽  
Anova Table ◽  
Industry Needs ◽  
The Impact

This study highlights the impact of stakeholders on achievement of projects. The recommendations should be used as guideline for Malian projects. The quantitative and qualitative methods, primary data collected by questionnaires and interviews are used. Secondary data are gotten from articles, journals and online resources. The research framework was analyzed using simple regression models. Hypothesis test is adopted to accept or reject the hypotheses formulated in this research. Excel software have been used to perform regression statistics, predicting with the regression equation, Hypothesis test for correlation, ANOVA table and Regression equation plot. The results suggest that stakeholders have significant impact on achievement of projects. Stakeholders have a positive impact on achievement of projects is valid hypothesis. This study makes several contributions to research and theory of key stakeholders and achievement of projects. A greater understanding of stakeholders and achievement of projects provided further investigation of the relationship between of stakeholders and achievement of projects. This model can be used by other project for its achievement. Through the use of this model, project can quickly identify stakeholders requiring special and urgent attention. SODEMA industry needs improvement in communication with stakeholders. The theoretical model developed in this study is applicable in practice.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

Contribution of prejudiced clustering education system in developing horizontal and vertical mismatch in job market: quality of employees in banking sector

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gazi Mahabubul Alam ◽  
Samsilah Roslan
Keyword(s):  
Education System ◽  
Banking Sector ◽  
Business Management ◽  
Secondary Data ◽  
Personal Communication ◽  
Reciprocal Relationship ◽  
Primary Data ◽  
Job Market ◽  
Content Type

PurposeEducation system supplies the required manpower in order to ensure the national prosperity. A salient link between education and business sector is a prerequisite to cater economically productive manpower. Economic and social development supplements each other that can only be ensured via a functional education system. A dysfunction education system created by a biased clustering policy develops a greater horizontal and vertical mismatch with the job market in many developing nations. This mismatch dents the quality of business management that halts the national prosperity. Therefore, the role of education has become questionable. This research aims to bridge between education and business sectors.Design/methodology/approachGiven the differentiated nature of research questions, multiple techniques are used to collect the data. However, this research bears the norms of qualitative method. Both secondary and primary data are used. While, secondary data are collected by the banks, Bangladesh Bureau of Educational Information and Statistics (BANBEIS) and by the University Grants Commission (UGC), primary data are collected through interviews. Document review and data collected through personal communication with members of staff of sampled banks and institutes of HE also supplements. Data were collected from six commercial banks and from the Central Bank.FindingsFindings suggest that clustering system favours science graduates by depriving business counterpart, which creates an atmosphere of educational disparity. This disparity affects the symbiotic and reciprocal relationship that exists amongst different provisions (i.e. secondaryand tertiary) of education. Favoured clustering system further contributes for a larger “horizontal educational mismatch” with job market. Therefore, science graduates occupy the places in the banks where business graduates should ideally be employed. Being a dysfunction system, education fails to support substantially for social and economic developments.Originality/valueA few studies are conducted in the area of HE in Bangladesh but none covers the issue of impact of clustering system of education in secondary provision on HE and job market. Graduates' performance in carrying out the jobs is seen as the most important element for the business management. This study has suggested a unique way forward which would be able to reduce the mismatch between education system and job market, enabling a substantial business management process. Considering this, the paper is first on its kind.

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