scholarly journals CUSTOMERS’ ASSESSMENT ON E-BANKING SERVICE QUALITY IN BANGLADESH: CHALLENGES AND STRATEGIES

2021 ◽  
pp. 14-25
Keyword(s):  
Service Quality ◽  
Rural Areas ◽  
Sampling Technique ◽  
Face To Face ◽  
Interview Method ◽  
Statistical Measures ◽  
Banking Service ◽  
Ranking Technique ◽  
Structured Questionnaire

This paper attempts to investigate to understand customers’ evaluation regarding service quality of e-banking in Bangladesh. It also examines the major challenges and required strategies for promoting e-banking. To conduct the study, a total number of 205 respondents were taken as sample from Chittagong region by using simple judgmental sampling technique. A face-to-face interview method was followed by using a structured questionnaire to collect the data. Five points Likert scale was used to examine the customers’ evaluation on the service quality and through statistical measures it analyze the problem. Garret’s ranking technique was applied to rank the qualitative data for analyzing challenges and required strategies of e-banking. The study reveals that from the customers’ assessment, e-banking saves time and hazard, facilitates quick and easier access to information, speedy transaction, receiving service easily, ensures accuracy, effectiveness and security, provides versatile service, anytime, anywhere banking facility. The study also found that technological disturbance, insufficient infrastructure, unavailability of service in rural areas, high service charge are the major challenges of e-banking service in Bangladesh. The customers suggests to develop infrastructure, upgrade technology, increase security measure, enhance promotion for developing customers’ awareness, introduce innovative initiative of Bangladesh bank, extend service across the country etc.

scholarly journals Impact of E-Banking Service Quality on Customer Satisfaction

2020 ◽  
Vol 8 (5) ◽  
pp. 2296-2300
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Relative Strength ◽  
Primary Data ◽  
Interview Method ◽  
Banking Service ◽  
Quality Dimension ◽  
Multiple Regression Technique ◽  
The Impact

The main objective of this paper is to measure the impact of E-banking service quality on customer satisfaction. Primary data method is used to collect data by using the interview method over 504 respondents. The random sampling technique has been taken up for the survey by keeping due care for the availability and easiness of the customers. The Multiple regression technique has been employed to measure the effect to service quality dimension on the customer satisfaction. The paper examines the relative strength of each dimension affecting customer satisfaction. It has been found that the overall regression model has been a reasonable fit and there is a statistically significant association between service quality dimension and customer satisfaction.

scholarly journals Effect of Perceived Value on Customer Satisfaction, Loyalty and Service Quality of Selected Hospitals in Chhattisgarh

2019 ◽  
Vol 8 (3S2) ◽  
pp. 58-64
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Sampling Technique ◽  
Health Care Sector ◽  
Customer Perceived Value ◽  
Positive Effect ◽  
Structured Questionnaire

Health care sector in India has grown fast in the past few decades. The primary reason for existence of health care sector is to provide care for its patients and to satisfy their needs. Providing excellence in service is an imperative determinant for the escalation and development of health care units. The present study seeks to identify the effect of customers perceived value on customer satisfaction, loyalty and service quality of selected hospitals in the state of Chhattisgarh. With the help of 400 inpatient and outpatient sample respondent’s data were collected from ten hospitals covering four districts of Chhattisgarh. Purposive sampling technique was adopted for data collection with structured questionnaire. Structured equation modelling was performed for data analysis with the help of smart PLS v3 (trial). The study outcome revealed that the dimension customer perceived value is found to have positive effect on service quality, customer satisfaction and customer loyalty in health care sector of Chhattisgarh. Perceived value is also found to positively predict the dimension of service quality including assurance, tangibility, reliability, responsiveness and empathy.

scholarly journals Effectiveness of DFMC chart versus Caardiff Ten Count chart on mother’s perception among antenatal mothers

2020 ◽  
Vol 11 (4) ◽  
pp. 5496-5500
Author(s):  
Jagadeeswari J ◽  
Prasanth K
Keyword(s):  
Demographic Data ◽  
Sampling Technique ◽  
Structured Interview ◽  
Fetal Movement ◽  
Healthy Baby ◽  
Interview Method ◽  
Convenience Sampling ◽  
Case Design ◽  
Structured Questionnaire

Pregnancy is considered as a very precious event in every women`s life. It is filled with happiness, joy and surprises. Every parents hopes for a healthy baby, but may sometimes become sorrowful when danger sets in either to the mother or to the fetus. Pregnancy links mother and fetus together and is the basis for regeneration and the generation. In high-risk pregnancies, the mother may sometimes escape death but fetus and neonates often become the victim so the present study aims to assess the effectiveness of DFMC chart and Cardiff count ten charts on mother’s perception among antenatal mothers. A quantitative approach with Pre-Experimental research one-shot case design was adopted to conduct the study among 30 antenatal mothers who were selected by Non- probability convenience sampling technique. The semi-structured interview method was used to collect the demographic data and the level of the mother's perception among antenatal mothers was assessed by a structured questionnaire. The results of the study shows that among 30 samples in the DFMC group, 9(60%) had good perception 5(33.33%) had very good perception and 1(6.7%) had poor perception. Whereas in the Cardiff Ten Count, 10(66.7%) had good perception and 5(33.33%) had very good perception on fetal movement among antenatal mothers. This study proves that DFMC and CARDIFF chart on mother’s perception is an effective method to prevent any fetal complication during pregnancy and also it helps the mothers to improve to the knowledge and to provide the better quality of life to maternal.

scholarly journals Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

2019 ◽  
Vol 6 (1) ◽  
pp. 9
Author(s):  
Bismark Addai ◽  
Annette Serwaa Agyeman ◽  
Adjei Gyamfi Gyimah
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Banking Industry ◽  
Sampling Technique ◽  
Primary Data ◽  
Statistical Tool ◽  
Five Dimensions ◽  
Structured Questionnaire

Financial services are intangible and the only way to attract and retain customers is to seek out what they expect and design services to meet these expectations. This study was conducted to investigate customers’ evaluation of service quality in the Ghanaian banking industry using Cal Bank Limited as a case study institution and to recommend effective ways to improve the quality of service delivery. A convenience sampling technique was utilized in a 200 sample-size selection from Cal Bank customers in the Kumasi Metropolis, Ghana. Structured questionnaire adopted from the SERVQUAL instrument was used to gather primary data from customers and SPSS Statistics version 21 was employed as the main statistical tool. It is evident in this study that customers are dissatisfied with the overall level of service quality provided by the bank. However, customers are satisfied with empathy and assurance dimensions. The study further revealed that all the five dimensions of service quality significantly influence the service quality of the bank and the dimension with greatest impact is reliability, which has the highest coefficient. This means that the bank needs to pay much attention to reliability as a service quality component and improve upon the reliable services provided to customers whilst maintaining or improving the other dimensions.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

IMPROVING THE SERVICE QUALITY OF HEALTHCARE IN GHANA: The Role of Locum Nursing

2013 ◽  
Vol 03 (12) ◽  
pp. 01-14
Author(s):  
Keelson, Solomon A. ◽  
Ann Dodor
Keyword(s):  
Service Quality ◽  
Healthcare Delivery ◽  
Sampling Technique ◽  
Research Problem ◽  
Quality Of Healthcare ◽  
Public Hospitals ◽  
Nurse Shortage ◽  
Quality Healthcare ◽  
Hospital Administrators

The study was purposed to consider how encouraging use of locum nursing could aid in managing nurse shortage in the country and consequently improve the service quality of healthcare in Ghana. To be able to address the research problem and achieve the objectives, thirty public hospitals and thirty private hospitals were selected from the three major cities in Ghana to provide data for the study. Also, 250 locum nurses were sampled for information. Nursing Supervisors or Hospital Administrators from the selected hospitals were use as informant for the study. The paper adopted a survey approach, where incidental sampling technique was used to select the hospitals, and the snowball together with incidental sampling methods were used for selecting locum nurses for the study. Mean and standard deviation were the data analysis method used. The findings confirmed that locum practice in Ghana is relatively low. Similarly, the paper also suggested that locum contribute to addressing the issue of nurse shortage in Ghana. At the same time locum nursing was found to contribute to quality healthcare delivery in the country. Appropriate policy directions were recommended.

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

2015 ◽  
Vol 7 (4) ◽  
pp. 424-441 ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Dzuljastri Abdul Razak
Keyword(s):  
Service Quality ◽  
Age Groups ◽  
Educational Background ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Customer Expectations ◽  
Banking Service ◽  
Significant Difference

Purpose – This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Design/methodology/approach – This study surveyed 179 customers who have first-hand experience with Islamic banking services in Malaysia. The research data were analysed using reliability analysis, independent samples t-test and one-way analysis of variance. Findings – The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy from the Islamic banking service compared to other age groups. However, there is no significant difference between customer expectations and perceptions of Islamic banking service quality based on educational background and occupation. Research limitations/implications – This research focused solely on Islamic banks in Malaysia and thus the results might not be applicable for other conventional banks. Originality/value – The findings are expected to provide guidelines for enhancing the satisfaction level of clients of the Islamic banking system in Malaysia and other countries.

scholarly journals CONSTRAINTS FACED DURING THE PRODUCTION AND MARKETING OF CABBAGE AND POTATO CROPS: A COMPARATIVE STUDY OF MANIPUR AND NAGALAND STATES OF INDIA

2021 ◽  
Vol 21 (2) ◽  
Author(s):  
Th. Motilal Singh ◽  
Amod Sharma
Keyword(s):  
Sampling Technique ◽  
High Price ◽  
Pests And Diseases ◽  
Wage Rates ◽  
Unskilled Labour ◽  
Distant Market ◽  
Potato Crops ◽  
Ranking Technique ◽  
Cost Of Transportation

The present study was carried out by purposively simple stratified random sampling technique to select 300 respondents from both the states of Manipur and Nagaland, while to highlight the constraint faced by the growers during the production and marketing of cabbage and potato crops with Garrett Ranking Technique. For the production viz.; seed, labour, manures and fertilizers, irrigation, PPCs and other issues like animals, pests and diseases, have hampered of the potato and cabbage in the selected areas. While for marketing high price of the seed, not available in time, inferior quality of seed, low reliability of the seed, high wage rates of labour, skill & unskilled labour not available in time, irrigation facility not available, perennial sources are not available and irrigation facility not reliable etc; While for the market related issues, grading by hand & mechanical means, lack of knowledge regarding packaging, packing materials, high cost of transportation, lack of market infrastructures, unauthorized & illegal tax collections, use of improper scales in weighing, lack of support prices, lack of reliable & timely availability of market information and distant market along with the lack of cooperation among the producers and frequent ban & social boycott are some of the problems and constraints encountered by the entire producers and market intermediaries in the region.

scholarly journals CROSS COUNTRY ANALYSIS OF ONLINE BANKING SERVICE QUALITY IN SOUTH AFRICA AND INDONESIA

2020 ◽  
Vol 8 (4) ◽  
pp. 194-203
Author(s):  
Johan W de Jager ◽  
◽  
Nuri Wulandari ◽  
Elizma Wannenburg ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Online Banking ◽  
High Tech ◽  
Banking Services ◽  
Banking Service ◽  
Country Analysis ◽  
Cross Country ◽  
Automatic Teller Machines

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

scholarly journals The impact of pictorial warning attached on cigarette packet to the attitude of smoking habit

2020 ◽  
Vol 2 (Number 1) ◽  
pp. 20-23
Author(s):  
Dr. Kamrun Nahar ◽  
Prof. Dr. Belal Ahmed ◽  
Prof. Dr. Md. Khorshed Alam
Keyword(s):  
Smoking Habit ◽  
Sampling Technique ◽  
Age Group ◽  
Cross Sectional ◽  
Face To Face ◽  
Quit Smoking ◽  
Warning Message ◽  
Attitude And Practice ◽  
The Impact ◽  
Structured Questionnaire

This was a cross sectional descriptive study conducted to assess the effect pictorial warning message on cigarette packets to the attitude and practice of smokers using a semi-structured questionnaire employing purposive sampling technique with a sample size of 214 by face to face interview carried out in different cities, towns, and villages of Bangladesh from August 2016 to February 2017. Almost 97.6% were male and Most of the respondents (40.9%) belonged to the 20-29 years age group. Majority (58.3%) of them were educated from secondary to graduate few percent below primary. Highest 22.9% respondents were students followed by 17.6% private job holder, 16.9% day labor and only 1.4% was jobless. About 40.2% started smoking by the influence of friends, 26.2% started on curiosity and 20% due to depression and majority 41.0% smoked 1-5 cigarette sticks per day. More than half (65.5%) of respondents felt relax to refreshing by smoking and about two third 77.6% continued their smoking due to habitual act or psychological pleasure Almost 93.4% gave attention to the pictorial warning on the cigarette packets. About 46.4% thought pictorial warning in cigarette packets alarms for not to smoke and only 23.8% thought smoking will cause cancer; 21.4% thought smoking is injurious to health. After seeing the pictorial warning on cigarettes 57.6% reduced the smoking number of sticks per day also attempted to quit smoking. To reduce this restricting the advertisement of tobacco, arranging campaign to raise awareness among people about the health and environmental hazards of smoking and increase the tax on tobacco.

Sign in / Sign up

Export Citation Format

Share Document