scholarly journals SERVQUAL Model Application on Assessing Quality of Deposit Service: Case Study from Joint Stock Commercial Bank for Investment and Development of Vietnam - Hai Ba Trung Branch

2021 ◽  
Vol 8 (11) ◽  
pp. 337-349
Author(s):  
Chi T. Do ◽  
Tam T. Le ◽  
Hoang D. Le
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Secondary Data ◽  
Primary Data ◽  
Research Model ◽  
Essential Factor ◽  
Bank Branch ◽  
Desk Review

This paper is aimed at analyzing the customers’ expectations and perceptions of deposit service quality at a specific bank branch in Vietnam, as service quality has been considered as an essential factor for success and acknowledgement in the banking field. The data are combined between secondary data of the bank branch and desk review data, and primary data collected from 200 clients in 4 months in 2019, with 25 questions developed from SERVQUAL model, justified for banking sector. The SERVQUAL research model is applied. The main findings are: all measurements of SERVQUAL including Reliability, Tangible, Assurance, Responsiveness, and Empathy have significant impacts on customer satisfaction. While Responsiveness is the factor that impact on customers’ satisfaction the greatest, Assurance is acknowledged as the dimension which impact on customers’ satisfaction the least. This study shows a support to the overall understanding about service quality in the banking field. Besides, it gives useful information to assist commercial banks in management, such as focusing on service quality and improving the customers’ satisfaction. Keywords: Assurance, Customers’ satisfactions, Deposit Service Quality, Responsiveness, SERVQUAL.

scholarly journals Internet Banking and its Impact on the Service Quality of the Banks in Punjab

2014 ◽  
Vol 5 (2) ◽  
pp. 748-757
Author(s):  
Rajni Bhalla ◽  
Inderpal Singh
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Secondary Data ◽  
Internet Banking ◽  
Annual Reports ◽  
Primary Data ◽  
Probability Method ◽  
The Impact

The changes in IT sector constantly influencing the performance of banking sector in the world. The emergence of internet banking has changed the way of banks of how to offer the products and services to the customers. In order to survive in the rapidly changing technological environment, the banks are required to adapt such changes and to maintain and improve the services which they are offering to their customers in order to attain the customers satisfaction. Now the term quality does not only include the products but also the services. This paper deals with the internet banking operations and how it affects the service quality of the banks in Punjab. The research is much more of qualitative nature but to prove facts and figures quantitative approach is also used in the paper. The research is descriptive as well as explanatory. In order to arrive at the sample size, non probability method has been used. For the primary data collection a structured questionnaire is used to record the response of various respondents. Secondary data has been collected from annual reports, other published literature of the banks etc. In order to test the impact of internet banking on the service quality of banks seven service quality dimensions model is used. A model with seven dimensions service quality named reliability, assurance, responsiveness, empathy, tangibility, security and communication is used to complete the study. In these seven dimensions 37 variables are covered. For the data analysis the statistical package SPSS 20 is used.  Descriptive statistics is used to analyse the data. The research proves that all the dimensions which are included in the study have a positive impact on the service quality of banks providing internet banking services to their customers in Punjab. The recommendations are also discussed with which the service quality and customers satisfaction can be improved.

scholarly journals A COMPARITIVE STUDY ON SERVICE QUALITY PERCEPTION AND PREFERENCE OF CUSTOMERS ABOUT PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (1(SE)) ◽  
pp. 32-42
Author(s):  
G. Bright Jowerts ◽  
C. Eugine Franco
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Banking Sector ◽  
Secondary Data ◽  
Primary Data ◽  
Public And Private ◽  
Public Sector Banks ◽  
Technological Developments ◽  
Public And Private Sector

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. The present need of banks is to have good relationship with customers by providing quality services to retain the existing and generate or acquire new customers. Thus, this study attempts to study the service quality in the banking sector in the present scenario. The scope of this study is to identify the service quality of public and private banks in Tirunelveli district. This research is based on primary data and secondary data. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The primary data was collected from 300 customers of banks located in Tirunelveli district. The analysis was carried out with the responses of the customers of the public sector banks and private sector banks by adopting stratified random sampling through questionnaire and presented in the form of tabulation. This study brought to light the fact that the customers were very much satisfied on the service quality of the banks in the region but at the same time they expect a lot more from the banks in the present scenario of technological developments in banks.

scholarly journals Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

2021 ◽  
Vol 21 ◽  
pp. 645-660
Author(s):  
Dhanang Suryo Kusumo ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Container Transportation ◽  
Improve Service Quality

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

Contribution of prejudiced clustering education system in developing horizontal and vertical mismatch in job market: quality of employees in banking sector

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gazi Mahabubul Alam ◽  
Samsilah Roslan
Keyword(s):  
Education System ◽  
Banking Sector ◽  
Business Management ◽  
Secondary Data ◽  
Personal Communication ◽  
Reciprocal Relationship ◽  
Primary Data ◽  
Job Market ◽  
Content Type

PurposeEducation system supplies the required manpower in order to ensure the national prosperity. A salient link between education and business sector is a prerequisite to cater economically productive manpower. Economic and social development supplements each other that can only be ensured via a functional education system. A dysfunction education system created by a biased clustering policy develops a greater horizontal and vertical mismatch with the job market in many developing nations. This mismatch dents the quality of business management that halts the national prosperity. Therefore, the role of education has become questionable. This research aims to bridge between education and business sectors.Design/methodology/approachGiven the differentiated nature of research questions, multiple techniques are used to collect the data. However, this research bears the norms of qualitative method. Both secondary and primary data are used. While, secondary data are collected by the banks, Bangladesh Bureau of Educational Information and Statistics (BANBEIS) and by the University Grants Commission (UGC), primary data are collected through interviews. Document review and data collected through personal communication with members of staff of sampled banks and institutes of HE also supplements. Data were collected from six commercial banks and from the Central Bank.FindingsFindings suggest that clustering system favours science graduates by depriving business counterpart, which creates an atmosphere of educational disparity. This disparity affects the symbiotic and reciprocal relationship that exists amongst different provisions (i.e. secondaryand tertiary) of education. Favoured clustering system further contributes for a larger “horizontal educational mismatch” with job market. Therefore, science graduates occupy the places in the banks where business graduates should ideally be employed. Being a dysfunction system, education fails to support substantially for social and economic developments.Originality/valueA few studies are conducted in the area of HE in Bangladesh but none covers the issue of impact of clustering system of education in secondary provision on HE and job market. Graduates' performance in carrying out the jobs is seen as the most important element for the business management. This study has suggested a unique way forward which would be able to reduce the mismatch between education system and job market, enabling a substantial business management process. Considering this, the paper is first on its kind.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS SEI MENCIRIM DI MASA PANDEMIC COVID 19

2021 ◽  
Vol 5 (2) ◽  
pp. 1045-1054
Author(s):  
Esra Marolop Doloksaribu ◽  
Evawani Martalena Silitonga ◽  
Donal Nababan ◽  
Mindo Tua Siagian
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Secondary Data ◽  
Primary Data ◽  
Bivariate Analysis ◽  
Family Time ◽  
Quality Of Health Services ◽  
Individual Service

Continuous improvement of service quality is one of the important keys in facing the era of globalization which implies that services must be carried out according to standards and meet quality rules that are oriented to the interests of consumers. With these programs and facilities, it is hoped that the community will no longer be reluctant to seek treatment at the Puskesmas. The purpose of this study was to analyze the effect of the quality of health services on the satisfaction of inpatients at the Sei Mencirim Health Center.This research is a survey research, conducted at the Sei Mencirim Health Center. The population was all patients who were hospitalized at the Sei Menistrim Health Center in January-July 2021 totaling 74 people and the entire population was taken as a sample. Primary data obtained from interviews and secondary data in the form of inpatient data. The hypothesis was tested using the Multiple Regression test.Based on Bivariate analysis revealed that there was no effect of physical evidence on patient satisfaction. There is an effect of reliability, responsiveness, assurance and empathy on patient satisfaction.The most dominant variable affecting patient satisfaction is empathy.                Considering that empathy is the dominant variable affecting patient satisfaction, puskesmas need to improve quality individual service and patient family time for consultation is met.Keywords: Service Quality, Patient Satisfaction, Puskesmas Sei Mencirim

scholarly journals Service Quality of Traditional and Islamic Commercial Banks in Bangladesh

2021 ◽  
pp. 7-16
Author(s):  
Shohel Rana ◽  
Imran Ahmed Shakeer
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Small Sample Size ◽  
Secondary Data ◽  
Structured Interview ◽  
Small Sample ◽  
Primary Data ◽  
Significant Difference ◽  
Practical Implications

Purpose: This study aims to know the service quality of the different private commercial banks operating in Bangladesh with the rapid advancement in information technology and provide some guidelines to improve their service qualities. Methodology: The study used both primary and secondary data to support the objective. Primary data were collected from 240 customers, of whom 120 customers are from traditional private commercial banks and the rest from private Islamic commercial banks operating in Bangladesh using a structured interview schedule, naming SERVQUAL. The study used a convenience sampling method to select respondents. Secondary data were collected from different journals, newspaper articles, books, and various published sources. An independent samples t-test was conducted in the test of the hypothesis. Findings: This study found a significant difference between the traditional and Islamic commercial banks’ service quality and added that the study area’s customers/clients are not fully satisfied with either traditional private commercial banks or Islamic banks. However, Islamic commercial banks are showing a relatively better picture. Research Limitations: The Study is limited to Bangladesh’s small marginal market and a small sample size of only 240 respondents, which cannot sufficiently reflect the large population’s actual scenario. Practical Implications: The Study will help manage the traditional and Islamic commercial banks and policymakers to improve their service quality and improve monitoring efficiency. Originality/value: The Study extensively identified some factors to improve the traditional and Islamic commercial banks’ service quality for both the banks’ and policymakers’ management. In this regard, the critical factors can be the number of employees and the number of counters, increasing ATM services, ensuring faster services, flexible loan disbursement policy, sufficient floor space, suitable sitting arrangements, and improved online services.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals The Impact of Mergers and Acquisitions on Service Quality of Banks in Ghana: Case Study of Ecobank and Access Bank Ghana

2015 ◽  
Vol 10 (12) ◽  
pp. 167
Author(s):  
Johnson Yeboah ◽  
Ernest K. Asirifi ◽  
Samuel Ampadu
Keyword(s):  
Service Quality ◽  
Mergers And Acquisitions ◽  
Positive Impact ◽  
Secondary Data ◽  
Perceived Service Quality ◽  
Services Delivery ◽  
The Government ◽  
The Impact

Ghana has witnessed a wave of mergers and acquisitions (M & As) in the banking industry following the bank recapitalization initiative by the government in 2008. This raises an important question concerning the trade-off between the possible efficiency gains and efficiency losses as banks merge into one large unit. The objective of this study was to find out how Mergers & Acquisitions have impacted service quality of consolidated banks in Ghana. A descriptive and explanatory design was adopted as the study sought to describe customer perceived service quality and to also explain the relationship between M & As and service quality. An ANOVA and T-tests techniques were used to analyze primary and secondary data gathered. Findings from the study indicated that M & As had positive impact on overall service quality. The conclusion drawn by the researchers indicates that mergers and acquisitions offer superior growth and financing option for banks. This in turn promotes economic efficiency through improvements in costs and services delivery.

scholarly journals People's perception on urban traffic congestion; a case study on Chittagong Metropolitan City, Bangladesh

2013 ◽  
pp. 149-160
Author(s):  
Shahek MMA Al-Qadery ◽  
Md Muhibbullah
Keyword(s):  
Land Use ◽  
Land Use Planning ◽  
Traffic Congestion ◽  
Secondary Data ◽  
Urban Traffic ◽  
Primary Data ◽  
Land Use Pattern ◽  
Metropolitan City

An attempt has been taken to identify the major causes of traffic congestion along with existing system deficiencies, their consequences, and finally a policy options are recommended on Chittagong Metropolitan City. For the study primary data were collected through questionnaire survey and secondary data were used from various sources. The collected data were analyzed by using statistical techniques. It was found that rapid growth of population, inefficient land use pattern, indiscriminate roadside uses, past urban development trends and inadequate land use planning are responsible for traffic congestion in the city area. Lack of coordination and integration of concerned institutions is one of the major system deficiencies of traffic congestion situation in the study area. Opinion survey revealed that the overall quality of transportation system of Chittagong city is unsatisfactory. DOI: http://dx.doi.org/10.3329/cujbs.v3i1.13415 The Chittagong Univ. J. B. Sci.,Vol. 3(1&2):149-160, 2008

scholarly journals Analysis of Lut Tawar Health Center Service Quality on Outpatient Patient Satisfaction in Central Aceh Regency

2021 ◽  
Vol 2 (2) ◽  
pp. 50-58
Author(s):  
Asriwati Amirah ◽  
Mappeaty Nyorong ◽  
Wahyu Fatrah Nananda
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Physical Condition ◽  
Secondary Data ◽  
Primary Data ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The purpose of this study was to find out what aspects were related to the quality of service at the Lut Tawar Health Center to the Satisfaction of Outpatients in Central Aceh Regency. The research design used in this study was Cross Sectional. The population in this study was 7,507 people and the samples taken by accidental sampling were 99 people. Data collection methods are primary data and secondary data. Analysis of the data used is a binary logistic regression test. The results showed that the physical condition had a sig-p value of 0.004 < 0.05, reliability sig-p 0.004 < 0.005, and a sig-p guarantee of 0.030 < 0.05, which means that it has a relationship with the quality of health services, while responsiveness has no relationship to the quality of health services because it has a sig-p value of 0.173 > 0.05 and concern has no relationship to the quality of health services because it has a sig-p value of 0.893 > 0.05. The most dominant aspect related to service quality is the variable of physical condition p = 0.004 <0.05. The conclusion in this study is that there is a relationship between physical condition, reliability, and assurance on the quality of Community Health Center (puskesmas) services, while the responsiveness and caring variables have no relationship to the quality of puskesmas services.

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