scholarly journals THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN E-BANKING: EVIDENCE FROM BANKING SECTOR OF BANGLADESH

2020 ◽  
pp. 57-65
Author(s):  
Nishath Anjum ◽  
Jace Saha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Multiple Regression Model ◽  
Significance Level ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Financial Transactions ◽  
Satisfaction Measures

Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by a company have been met. Thus, customer satisfaction depends on several dimensions of service quality. Electronic banking or simply E-banking enables customers of a bank to conduct a range of financial transactions over the internet. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this study was to examine the relationship between the dimensions of E-banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Five service quality dimensions; Dependability, Timeliness, Security & Privacy, Physical facilities and Customize service derived with the support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 265 E-banking users as respondents from Bangladesh through convenient sampling. Correlation, ANOVA and Multiple Regression model has been used to determine the significance level of the variables for the customer satisfaction in e-banking. Results of the study have revealed that there is significant relationship between service quality dimensions and customer satisfaction. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today’s emulous world. KEYWORDS: E-banking, Customer satisfaction, Service quality, Bangladeshi banking sector

scholarly journals The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

2019 ◽  
Vol 11 (4) ◽  
pp. 1113 ◽  
Author(s):  
Miklós Pakurár ◽  
Hossam Haddad ◽  
János Nagy ◽  
József Popp ◽  
Judit Oláh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Two Dimensions ◽  
Initial Model ◽  
Four Dimensions ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Financial Aspect

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

scholarly journals Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks

2018 ◽  
Vol 24 (1-2) ◽  
pp. 1-16
Author(s):  
Achyut Gnawali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Joint Venture ◽  
Commercial Banking ◽  
Secondary Sources ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Attitudes ◽  
The Impact

 Service Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market. This study has tried to discover the impact of service quality on customer satisfaction in Nepalese commercial bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 392 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 22).Both primary and secondary sources of data are collected and used. Result of the study shows that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influence customer attitudes in terms of satisfaction, i.e. service quality dimensions are crucial for customer satisfaction in public, private and joint venture commercial banking sector in Nepal.The Journal of Development and Administrative Studies (JODAS) Vol. 24 (1-2), pp. 1-16

scholarly journals Pengaruh Faktor-faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali

2011 ◽  
Vol 2 (1) ◽  
pp. 73 ◽  
Author(s):  
Muhammad Tho’in
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Reliability ◽  
Significance Level ◽  
Customer Complaints ◽  
Service Guarantees ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Dominant Influence

This study aims to determine (1) Is there a significant effect of service quality that consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction.2 ) Factors of service quality dimensions of the most dominant. The results showed that: (1) There is a significant influence of the quality of service which consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction. This is evident from the results of regression analysis is to obtain the value Fhitung > Ftabel (30,744 > 2,45) on a significance level of 5%. That is giving evidence on service, reliability personnel in providing service, accuracy in the grasp of officers respond to complaints of customers, providing service guarantees, and giving attention to customer complaints led to customer attention and loyalty to the company, (2) Reliability dimension is the dimension that gives the dominant influence on customer satisfaction. It can be seen from the calculated value of t-hitung reliability dimension (4,004) is higher than other dimensions t-hitung tangibles (3,106), responsiveness (3,779), assurance (2 ,614), and emphaty (3,188). This means that if the reliability in providing services cause customers to feel satisfied.

scholarly journals Principal Factors Measuring Service Quality: A Study of Selected Banks in India

2020 ◽  
Vol 12 (2) ◽  
pp. 154-174
Author(s):  
Vaishali Pagaria ◽  
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Banking Sector ◽  
Foreign Banks ◽  
Banking Service ◽  
Level Of Satisfaction ◽  
Service Quality Management ◽  
Principal Factors ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Several studies have revealed that there is a relationship between the quality ofservice o§ered by the service provider and the level of satisfaction among their customers.But as we know that service quality from the customerís perspective is very subjective.Therefore, service quality dimensions cannot be generalized for all types of services. Thoughthe SERVQUAL model of measuring service quality has proven its applicability across allservices, there is a need to have sector-speciÖc Service Quality Management (SQM) Model.This paper attempts to Önd out the SQM model for the Indian banking sector coveringpublic, private and foreign banks. Principal factors of banking service quality have beenidentiÖed which are important for customer satisfaction in a particular type of bank.

scholarly journals Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Mahbubar Rahman ◽  
Ahmed Al Asheq
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Content Type ◽  
Research Findings ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Private Banking ◽  
Customer Satisfaction And Loyalty

PurposeThe main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.Design/methodology/approachThe researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.FindingsThe research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.Research limitations/implicationsThe research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.Originality/valueThis study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

The impact of customer service quality on customer satisfaction in Islamic banking

2017 ◽  
Vol 8 (4) ◽  
pp. 595-604 ◽  
Author(s):  
Mohamed Abdulnaser Janahi ◽  
Muneer Mohamed Saeed Al Mubarak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction. Design/methodology/approach The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study. Findings This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction. Research limitations/implications The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction. Practical implications This paper can influence the current Islamic banks with regard to service quality with an ultimate aim of increasing customer satisfaction and retaining customers. Originality/value This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. It reveals that, although customers pay special attention to Sharia’h laws (compliance) in their transactions with banks, the way services are delivered matters to them too.

Mobile banking service quality: a new avenue for customer value co-creation

2020 ◽  
Vol 38 (5) ◽  
pp. 1107-1132
Author(s):  
Rania B. Mostafa
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Content Type ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThis paper attempts to investigate the potential effect of mobile banking (m-banking) service quality dimensions (ease of use, usefulness, security/privacy and enjoyment) on customers’ value co-creation intention (CVCCI) in the banking sector.Design/methodology/approachA questionnaire was administered with a sample of 301 respondents from Egypt. Mediation and moderation analyses were performed to explore the role of m-banking service quality, attitude toward using m-banking (ATT-m-banking) and bank trust in shaping CVCCI.FindingsThe empirical evidence confirms the potential role of m-banking service quality dimensions, the ATT-m-banking, and customer trust in developing CVCCI. In addition, the mediation effect of ATT-m-banking in the m-banking service quality dimensions and CVCCI link was demonstrated. Interestingly, trust was not found to have a moderating effect between the ATT-m-banking and CVCCI.Practical implicationsOutcomes of the study will benefit bank managers to allocate resources when developing an m-banking platform, which helps in effectively promoting value co-creation in the banking sector.Originality/valueThis paper is a pioneering study to move the m-banking literature forward beyond the extensively studied m-banking adoption by exploring a longer-term outcome of customer engagement with m-banking, which is CVCCI.

An Analysis of Customers' Acceptance of Internet Banking

2018 ◽  
pp. 154-198 ◽  
Author(s):  
Yakup Akgül
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Technology Acceptance ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Research Model ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Acceptance Model

The aim of this chapter is to provide insights into the causal factor of people's internet banking acceptance. It endeavors to address a research need for extending the technology acceptance model (TAM) by adding contextual variables and its implication on e-customer satisfaction and e-customer loyalty. As trust and service quality has never failed to be a significant predictor in e-commerce research, this study proposes to integrate trust and service quality into the TAM to get a better understanding of e-banking adoption. A research model reflecting the effect of e-trust and internet banking service quality dimensions on TAM constructs is proposed.

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