scholarly journals Customer Service Quality Practice in District Co-Operative Bank - with Reference to Thiruvananthapuram District Cooperative Bank

2019 ◽  
Vol 8 (4S3) ◽  
pp. 354-358
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Selection Process ◽  
Rapid Change ◽  
International Banking ◽  
Quality Factors ◽  
Holding Companies ◽  
Perceived Service Quality ◽  
Corporate Resources

As the entry of sophisticated technology has paved way for greater developments in every field including the banking sector, the banking sector too is characterized by rapid change and increasingly sophisticated customers. It has become very important that banks in India determine the service quality factors, which are pertinent to the customer’s selection process. With the advent of international banking, the trend towards larger bank holding companies, and innovations in the marketplace, the customers have greater and greater difficulty in selecting one institution from another (Choudhury, K. (2018)). Therefore the current problem for the banking industry in India is to determine the dimensionality of customer- perceived service quality. If service quality dimensions are identified, the service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome. A better understanding of the effects of service quality and customer satisfaction on service loyalty can help academics in the development of a model of service marketing. It can also provide practitioners with indications as to where best to devote marketing attention and scarce corporate resources.

Service Quality and WOM (Word-of-Mouth)

2011 ◽  
Vol 2 (2) ◽  
pp. 63-87 ◽  
Author(s):  
Koushiki Choudhury
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Banking Industry ◽  
Selection Process ◽  
Rapid Change ◽  
Strong Support ◽  
Retail Banking ◽  
Quality Factors ◽  
Perceived Service Quality ◽  
Loyal Customer

The Indian banking industry is going through turbulent times. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective and improve their market and profit positions, many retail banks are directing their strategies toward increasing customer satisfaction and loyalty through improved service quality. In the present context, characterised by rapid change and sophisticated customers, it is important that banks in India determine service quality factors, which are pertinent to the customers’ selection process, as well as the dimensionality of customer-perceived service quality. If service quality dimensions are identified, service managers can improve the delivery of customer perceived quality during the service process and have greater control over the outcome. The author suggests that customers distinguish four dimensions of service quality in the retail banking industry in India. These dimensions of customer-perceived service quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer strong support for the intuitive notion that improving service quality increases favourable behavioural intentions, namely WOM (Word-of-Mouth) communications.

scholarly journals Prioritization of Customer Service Quality Dimensions in Indian Cooperative Banks: RIDIT & Grey Relational Approach

2021 ◽  
Vol 12 (3) ◽  
pp. 42
Author(s):  
Sona Srivastava ◽  
Rama Koteshwara Rao Kondasani ◽  
Amit Kumar Masih
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Ranking Methods ◽  
Relative Significance ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Cooperative Banks ◽  
Grey Relational

The principal objective of this research paper is to Prioritise Customer Perceived Service Quality (CPSQ) in the proportion of service quality for Indian cooperative banking sector. In order to understand the cooperative banking customer’s perspective and their relative significance, thirty three service quality dimensions are considered and deeply analysed. In addition, Questionnaire of Customer Perceives Service Quality (CPSQ) is also collected and implemented. Here, the necessary data is collected in the months of November 2019 and January 2020 respectively by using convenience sampling method. The data is collected from the state of Utter Pradesh, India. The reason behind choosing Utter Pradesh is, it agriculturally strong and has higher population (around 20 Crores) in India. Here, to prioritise the CPSQ scale, we have used Relative to an Identified Distribution (RIDIT) & Grey Relational Analysis (GRA) and later we also compared the results to check the reliability of these ranking methods. To perform this prioritization we have used seven factors such as Efficiency (EFF); Infrastructure (INF); Effectivenes (EFT); Timely Services (TMS); Bank Image (BIG); Safety & Security (SS) and Up to date technology (UDT). Later, GRA and RIDIT analysis are also conducted to distinguish the prioritization of service quality items. The present study and analysis helps to validate the cooperative banks service quality in general by ranking the service quality dimensions, which are specifically important in Indian banking sector to improve and enhance its quality. Finally, the obtained results shows that, it is apparent that managers of cooperative banks in Indian scenario must focus more on cooperative bank quality dimensions to improve the reliability of their customer’s perception of cooperative banking in terms of better performance and service quality.

Service Quality and WOM (Word-of-Mouth)

2013 ◽  
pp. 153-177
Author(s):  
Koushiki Choudhury
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Banking Industry ◽  
Rapid Change ◽  
Strong Support ◽  
Quality Factors ◽  
Perceived Service Quality ◽  
Four Dimensions ◽  
Customer Base ◽  
Present Context

The Indian banking industry is going through turbulent times. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective and improve their market and profit positions, many retail banks are directing their strategies toward increasing customer satisfaction and loyalty through improved service quality. In the present context, characterised by rapid change and sophisticated customers, it is important that banks in India determine service quality factors, which are pertinent to the customers’ selection process, as well as the dimensionality of customer-perceived service quality. If service quality dimensions are identified, service managers can improve the delivery of customer perceived quality during the service process and have greater control over the outcome. The author suggests that customers distinguish four dimensions of service quality in the retail banking industry in India. These dimensions of customer-perceived service quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer strong support for the intuitive notion that improving service quality increases favourable behavioural intentions, namely WOM (Word-of-Mouth) communications.

scholarly journals Perceived Service Quality Factors Influencing Undergraduate Students’ Satisfaction at Universities in Java and Bali

2020 ◽  
Vol 4 (1) ◽  
pp. 9
Author(s):  
Bonaventura Darryl Angkatirta ◽  
Indra Marhaendra ◽  
Ida Bagus Gede Widana Widiatmaka ◽  
Kevin Pratama ◽  
Tessa Natasha Fitriyanti
Keyword(s):  
Service Quality ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Equation Modeling ◽  
Learning Approach ◽  
Quality Factors ◽  
Perceived Service Quality ◽  
Response Capacity ◽  
Innovative Learning ◽  
Students Satisfaction

The main objective of this research is to study the relationship between tangibility, trustworthiness, response capacity, guarantee, empathy, and innovative learning approach that affect the value of college students’ satisfaction on the islands of Java and Bali. A quantitative study was conducted on students in various universities in Java and Bali, through a survey that was applied to the final sample of 205 students. Data analysis is carried out through structural equation modeling and shows that structures that affect students' satisfaction with the tertiary institutions where they study in the islands of Java and Bali are Guarantee, Tangibility, and Empathy factors.   Keywords: Undergraduate Students, Perceived Service Quality, Students’ Satisfaction, Innovative Learning Approach

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals The Effect of Marketing Capability on Financial Performance with the mediating role of Perceived Sevice Quality and the moderating role of Competitive Intensity. An empirical study on the Banking Sector in Indonesia

2018 ◽  
Vol 1 (2) ◽  
pp. 80-88
Author(s):  
Teguh Wibisono Santosa ◽  
Hatane Samuel ◽  
Devie .
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Banking Sector ◽  
Marketing Capability ◽  
Analysis Model ◽  
Competitive Intensity ◽  
Perceived Service Quality ◽  
Mediating Role ◽  
Relationship Of

This research aims to analyze the effects of Marketing Capability towards Financial Performance with Perceived Service Quality as Variable Intervening and Competitive Intensity as Variable Moderating at Banking Company in Indonesia. This research was conducted by distributing questionnaires to 170 respondents who are a customer of Bank. Quantitative analysis with path analysis model method was used for the technical analysis. The results of this research shows that the effect of Marketing Capability on Financial Performance is not significant, but the role of the Perceived Service Quality as an Intervening Variable, is able to strengthen the influence of Marketing Capability on Financial Performance to be a significant influence, and Competitive Intensity as a moderating variable on the relationship of Marketing Capability to Financial Performance does not have a significant effect but has a significant direct effect on Financial Performance.

scholarly journals The Relationship Between Service Quality and Customer Satisfaction in India’s Rural Banking Sector: An Item Analysis and Factor-Specific Approach

2013 ◽  
Vol 1 (2) ◽  
pp. 43-63 ◽  
Author(s):  
Mohammad Adil
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Item Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Sampling Frame ◽  
Business World ◽  
Perceived Service Quality

Earlier research has shown that, in today’s highly competitive business world, service quality and satisfaction are central to management concerns for marketing effectiveness and success. This study attempts to determine customer-perceived service quality at rural Indian banks and identify the most significant predictors of overall customer satisfaction based on a five-dimensional ‘performance-only’ scale measuring service quality. Data was collected from 289 patrons of rural banks, based on a seven-point Likert scale ranging from 1 (”strongly disagree”) to 7 (“strongly agree”). The absence of a reliable sampling frame necessitated following a controlled sampling technique. In order to extract factors relevant to service quality, we employ exploratory factor analysis, means, standard deviations, t-tests, and regression analysis. Our preliminary analysis indicates that rural customers report high levels of perceived service quality across all five dimensions while the results of the regression analysis (β) show that reliability and assurance explain overall customer satisfaction at rural banks in India. The study’s findings can be employed by the banking industry to restructure and prioritize its service quality and develop appropriate promotional strategies by highlighting relevant aspects of service quality and customer satisfaction.

scholarly journals Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector

2019 ◽  
Vol 23 (1) ◽  
pp. 44-55 ◽  
Author(s):  
Bindu K. Nambiar ◽  
Hareesh N. Ramanathan ◽  
Sudhir Rana ◽  
Sanjeev Prashar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Banking Sector ◽  
Moderating Effect ◽  
Customer Knowledge ◽  
Perceived Service Quality ◽  
Value Evaluation ◽  
The Right ◽  
The Relationship

The purpose of the article is to recognize the moderating effect of customer knowledge on perceived service quality and customer satisfaction through customer value evaluation in the Indian banking sector. This knowledge can considerably streamline the effort banks invest in acquiring the right kind of customers. The results of the study indicated that perceptions of service quality positively impacted customer value evaluation. Moreover, customer knowledge strengthened the relationship that the empathy and responsiveness dimensions of service quality had with customer value evaluation and moderated the relationship that reliability and tangibility dimensions had with customer value evaluation.

Customers’ Emotional Reactions as Significant Predictors Towards Excellent Customer Service Experiences

2017 ◽  
Vol 3 (1) ◽  
pp. 9
Author(s):  
Anizah Zainuddin ◽  
Shereen Noranee
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Emotional Responses ◽  
Sampling Technique ◽  
Emotional Reactions ◽  
Retail Banking ◽  
Personal Contact ◽  
Quality Value ◽  
Service Experiences

This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses.

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