The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking

2016 ◽  
Vol 8 (2) ◽  
pp. 54-70 ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mediating Role ◽  
Quality Perceptions ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

Technology-Based Self-Service Banking Quality Dimensions, Customer Satisfaction, and Loyalty

2018 ◽  
pp. 139-159
Author(s):  
Rajiv Sindwani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Reliability And Validity ◽  
Structural Models ◽  
Managerial Implications ◽  
Quality Dimensions ◽  
Mediating Factor ◽  
Self Service ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Technology enabled automated banking is referred to as technology-based self-service banking (TBSSB). This paper probes the relationship between TBSSB service quality, customer satisfaction and loyalty. The EFA and CFA identify and confirm the structure constituting of four factors of TBSSB service quality (Convenience, Reliability and Security, Responsiveness, and Personalization), one factor of customer satisfaction, and one factor of loyalty. The model is empirically tested for reliability and validity. AMOS is used to investigate the relationship amid dimensions using SEM. It is found that convenience and personalization have a significant effect on customer satisfaction, and personalization and customer satisfaction have a significant effect on loyalty. The two structural models (partially and fully mediated) are also developed and compared. Customer satisfaction is confirmed as a mediating factor. The study presents managerial implications covering useful insights about the TBSSB factors that need to be focused on for increasing customer satisfaction and loyalty.

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.

Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

2015 ◽  
Vol 7 (2/3) ◽  
pp. 152-169 ◽  
Author(s):  
Gerson Tontini ◽  
Júlio Cesar da Silva ◽  
Eliane Fátima Strapazzon Beduschi ◽  
Elis Regina Mulinari Zanin ◽  
Margarete de Fátima Marcon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fault Recovery ◽  
Online Retail ◽  
Content Type ◽  
One Dimensional ◽  
Service Accessibility ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.

scholarly journals Customer satisfaction on service quality dimensions

2021 ◽  
Vol 11 (3) ◽  
pp. 35-39
Author(s):  
BHASKAR K ◽  
SUBRAMANYAM P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Retail Market ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality ◽  
The Relationship

The purpose of this paper is to empirically investigate the influence of dimensions of service quality towards satisfaction in the context of Indian retail market. The paper focused to examine the relationship between satisfaction and service quality dimensions. A study has been conducted on 20 supermarkets in Kadapa district, A.P. India. The results of this research indicate that retail service quality positively influences satisfaction and trust. It is found that satisfaction also positively influences trust and loyalty. Satisfaction and trust mediate the relationship between retail service quality and loyalty on customer satisfaction.

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

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