Service Quality Dimensions Within Technology-Based Banking Services

2011 ◽  
Vol 2 (3) ◽  
pp. 36-83 ◽  
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.

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.

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.

scholarly journals The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

2020 ◽  
Vol 9 (4) ◽  
pp. 1515-1524
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Level Of Service ◽  
Clear Understanding ◽  
Internet Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Degree Level

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

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.

Synthesizing the Effects of Service Quality, Value, and Customer Satisfaction on Behavioral Intentions in the Motel Industry

2010 ◽  
Vol 35 (4) ◽  
pp. 530-568 ◽  
Author(s):  
Michael D. Clemes ◽  
Christopher Gan ◽  
Min Ren
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Services Marketing ◽  
Marketing Theory ◽  
Statistical Support ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality Value ◽  
Service Strategies

There is a conceptual gap in the marketing literature, as to date there has been no published empirical research on service quality, value, customer satisfaction, or behavioral intentions that has focused on the motel industry. This study seeks to fill this conceptual gap by identifying the dimensions of service quality and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioral intentions. A hierarchical model is used as a framework to synthesize the effects of quality, value, and satisfaction on the behavioral intentions of motel customers. Statistical support is found for 3 primary dimensions and 10 subdimensions of service quality for motels. The hypothesized paths between the higher order constructs—service quality, value (price), satisfaction, and favorable behavioral intentions—are confirmed. The results of this analysis contribute to the services marketing theory by providing additional insights into behavioral intentions, satisfaction, value, service quality, and the dimensions of service quality. The results of this study will also assist motel management in developing and implementing market-orientated service strategies to increase service quality, enhance customer satisfaction, and create favorable future behavioral intentions.

scholarly journals E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services

2012 ◽  
Vol 40 ◽  
pp. 441-445 ◽  
Author(s):  
Farnaz Beheshti Zavareh ◽  
Mohd Shoki Md Ariff ◽  
Ahmad Jusoh ◽  
Norhayati Zakuan ◽  
Ahamad Zaidi Bahari ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Internet Banking Services

How personal advisors make a difference in serving “almost rich” bank customers

2016 ◽  
Vol 34 (6) ◽  
pp. 904-923 ◽  
Author(s):  
Olof Wahlberg ◽  
Peter Öhman ◽  
Christer Strandberg
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Retail Banking ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Quality Practices ◽  
Service Portfolio ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks. Design/methodology/approach A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed. Findings Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa. Originality/value The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

scholarly journals Customers' Satisfaction of Service Quality: A Study on the Customers of DBBL at Different Areas of Mymensingh District

2019 ◽  
pp. 10-16 ◽  
Keyword(s):  
Interest Rate ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Field Survey ◽  
Customer Perceptions ◽  
Security Behavior ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Interest Rate ◽  
Structured Questionnaire

This study is conducted to measure the level of customer satisfaction and understand the customer perceptions towards the bank regarding different service quality dimensions in different areas of the Mymensingh area. The study was carried out through a field survey among 300 customers of different branches of this bank at Mymensingh district. A well designed structured questionnaire including both open-ended and close-ended was developed by the researchers and randomly administered to the respondents to collect data. The study finds that customers of this bank are satisfied with the branch accuracy, less complexity in opening an account, security, behavior of employees, technology, and environment, etc. The factors that contribute to customer’s frustration are that they take too much time for the delivery of the checkbook and the interest rate for the loan is high; just as the bank does not provide loans without a mortgage.

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