– The contribution of satisfaction antecedents to the satisfaction rate of the beneficiaries and the rate of their confidence in banking services – A comparative study: إسهام مسيرات الرضا في معدل رضا المستفيدين ومعدل ثقتهم في الخدمات المصرفية – دراسة مقارنة بين فرع بنك المزارع التجاري السوداني بشارع القصر بالخرطوم وفرع حي العرب بأم درمان –

2021 ◽  
Vol 5 (20) ◽  
pp. 89-66
Author(s):  
Mohamed Sielkhatim Mohamed Mohamed Sielkhatim Mohamed
Keyword(s):  
Service Quality ◽  
Commercial Bank ◽  
Satisfaction Level ◽  
Banking Services ◽  
Bank Branch ◽  
Bank Branches ◽  
Study Approach ◽  
Perception Of Quality

    This study aims to determine the contribution of satisfaction antecedents (the level of expectations of the beneficiaries of the service before benefiting from it, the level of their perception of quality, the level of their perception of the value of the services, the level of quality of service elements dimensions) to the level of the beneficiaries' satisfaction with the services of each branch of the Sudanese Farmer Commercial Bank in Al- Qasr Street in Khartoum and in Hay Al Arab district in Omdurman. Also determining the contribution of the beneficiaries' satisfaction level to their loyalty to the services of both the Sudanese Farmer commercial Bank branches in Al Qasr Street in Khartoum and in Hay Al arab district in Omdurman. In this study, the descriptive and analytical approach was used with regard to the theoretical side, while the case study approach was adopted with regard to the field side, by applying the theoretical study on the case of the Sudanese Farmer commercial Bank both branches, Al Qasr Street in Khartoum and Hay Al arab district in Omdurman. The data were analyzed using the (SPSS) (Statistical Packages for Social Sciences) program. The study reached several results, the most important of which are: The contribution of the service quality components to the beneficiaries ’satisfaction level with the services of Sudanese Farmer Commercial Bank branch of Hay Alarab district in Omdurman, with a low rate (30.2%) compared to the contribution of the service quality components to the beneficiaries’ satisfaction level with the services of Sudanese Farmer Commercial Bank branch of Al- Qasr Street in Khartoum, which showed a high percentage (60.4%).Several recommendations emanated from these results, the most important of which are: Making this research guide to create models for measuring levels of satisfaction and confidence in banking services in all branches of the Sudanese Farmer Commercial Bank, as well as implementing an effective monitoring system and writing reports on the implementation of the results and recommendations aimed at improving services and ensuring that they are applied as recommended.    

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.

Product strategies for growth in niche food firms

2014 ◽  
Vol 116 (4) ◽  
pp. 723-732 ◽  
Author(s):  
Gunn-Turid Kvam ◽  
Trine Magnus ◽  
Egil Petter Stræte
Keyword(s):  
Growth Processes ◽  
Content Type ◽  
Study Approach ◽  
Market Communication ◽  
Perception Of Quality ◽  
Important Quality ◽  
Handicraft Production ◽  
Product Strategies

Purpose – The aim of this paper is to contribute to a better understanding of growth processes of speciality food firms and how these processes influence the producers' perception of quality demands of the products. Design/methodology/approach – A case study approach was chosen covering four specialty food companies in Norway. This explorative study was conducted from the producer's perspective. Findings – Results show that, as part of growth processes, firms invest in different activities to strengthen the quality of their products to achieve distinctiveness in more competitive markets. The most important quality that contributes to distinctiveness and increased value seems to be traditional handicraft production processes. In some cases, expensive and time-consuming processes are invested in developing qualities that are not transformed into higher value in the market. Research limitations/implications – The number of cases is too small for statistical analysis, but this explorative case study may provide a basis for a survey of a larger sample of firms. Practical implications – The study indicates a need for companies to gain more knowledge about consumers' preferences and behaviour, and to develop product qualities and market communication accordingly. Originality/value – Research is scarce on obstacles to growth in specialty food firms. This study contributes important knowledge to enhance further development of the industry.

scholarly journals Patients' Perceptions of food Service Quality at Royal Prima Hospital Medan

2020 ◽  
Vol 2 (1) ◽  
pp. 197-209
Author(s):  
Lidia Marianne Anggreni Simanjuntak ◽  
Destanul Aulia ◽  
Albiner Siagian
Keyword(s):  
Service Quality ◽  
Food Service ◽  
Case Study Approach ◽  
Study Approach ◽  
Sense Of Satisfaction ◽  
Willingness To Use ◽  
Patient’S Perception ◽  
Depth Interviews

This study deals with patients' perceptions of food service quality at Royal Prima Hospital Medan. Someone's perception in evaluating the quality of service will greatly affect customer satisfaction. From someone's perception, it will produce a sense of satisfaction or dissatisfaction with the service. And this will greatly affect the desire or willingness to use or use the service. This type of qualitative research will be used is a case study approach with in-depth interviews with informants. The case study approach focuses intensively on one particular object that studies it as a case. Based on HTA assessment that the patient's perception of nutritional service at Royal Prima Hospital is still in accordance with what is expected of the patient's wishes. It can be concluded that the method of serving food at the hospital is good in its implementation, where the waitress in serving food greets the patient by mentioning the patient's identity to adjust whether the diet given is right for the intended patient. Therefore, the assessment based on HTA has met the MOH standards.

scholarly journals EVALUATING RETAIL BANKING SERVICE QUALITY AND CONVENIENCE WITH MCDA TECHNIQUES: A CASE STUDY AT THE BANK BRANCH LEVEL

2014 ◽  
Vol 15 (1) ◽  
pp. 1-21 ◽  
Author(s):  
Fernando A. F. Ferreira ◽  
Sérgio P. Santos ◽  
Paulo M. M. Rodrigues ◽  
Ronald W. Spahr
Keyword(s):  
Service Quality ◽  
Evaluation System ◽  
Cognitive Mapping ◽  
Retail Banking ◽  
Banking Services ◽  
Bank Branch ◽  
Practical Applications ◽  
Banking Service ◽  
Multiple Criteria Evaluation

The intangibility of banking services makes the evaluation of service quality and customer convenience difficult to measure. This paper aims to construct an integrated evaluation system for retail banking service quality and convenience at the bank branch level by combining cognitive mapping with measuring attractiveness by a categorical based evaluation technique. We strive to introduce transparency in the decision making process and add to the performance literature in retail banking. Strengths, weaknesses and practical applications of our multiple criteria evaluation system are also discussed.

Academic Satisfaction among Students A Case Study of Business Schools in Gr. Noida

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Priyanka Malik ◽  
Akash ◽  
Vyom Raisurana
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Teaching Methodology ◽  
Satisfaction Level ◽  
Quality Factors ◽  
Academic Satisfaction ◽  
The Relationship

The purpose of this study is to examine satisfaction of students from academics while pursuing higher education in the field of business in India, focusing on a variety of service quality factors such as, teaching methodology, delivery and assessment, quality of study material, understandability etc. Study relies on finding the relationship between service quality variables and student satisfaction at an academic institution. The motive behind conducting this research is to analyze, how academics play a crucial role in affecting satisfaction level of students, catering students in Noida region.

KURIKULUM DAN TANTANGANNYA Studi Kasus Jurusan Perbankan Syariah di SMK Ibnu Sina

2020 ◽  
Author(s):  
Eny Puspita Ningrum
Keyword(s):  
Curriculum Reform ◽  
Face To Face ◽  
Educational Curriculum ◽  
Study Approach ◽  
Technological Advances ◽  
Life Education ◽  
Real Picture ◽  
In The Beginning

Education is an important thing that has become a necessity for every human being in order to achieve a better quality of life. Education cannot be separated from the educational curriculum, which is where the curriculum continues to develop following every development of society and technological advances. The curriculum is the heart of education and is dynamic in nature where the curriculum must always be updated or changed. From this curriculum reform and change, it is a challenge for teachers to continue to innovate to improve the quality of education. By using a qualitative research method a case study approach, it is hoped that it can explain the real picture that is being experienced by the teacher at SMK Ibnu Sina. which focuses on the Sharia Banking major due to changes in the adjusted curriculum because the world is being faced by COVID-19. In the era of COVID-19, the educational curriculum must be adjusted, which in the beginning learning can be face-to-face now has turned into a distance learning online learning model.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

A Mixed Method Approach to Quality of Life Research: A Case Study Approach

2007 ◽  
Vol 85 (1) ◽  
pp. 145-158 ◽  
Author(s):  
Heather Dunning ◽  
Allison Williams ◽  
Sylvia Abonyi ◽  
Valorie Crooks
Keyword(s):  
Quality Of Life ◽  
Mixed Method ◽  
Case Study Approach ◽  
Mixed Method Approach ◽  
Study Approach ◽  
Quality Of Life Research ◽  
Method Approach
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