Service Quality Transformation and Its Impact on Customer Satisfaction and Loyalty in Malaysian Retail Banking Sector PDF Download
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Author: Sanmugam Annamalah
Publisher:
ISBN:
Category :
Languages : en
Pages : 8
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Book Description
This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling technique was used in this analysis to determine customer satisfaction and customer loyalty. The results suggest that empathy and assurance are the key factors in delivering customer satisfaction, whereas, tangibility, reliability and responsiveness are found to least impacting customer satisfaction. The relationship between customer satisfaction and customer loyalty is also found to be very significant. Therefore, the bank managers should focus their resources on improving customer care and assuring the services provided to the bank customers will eventually create customer loyalty towards their banks.
Author: Sanmugam Annamalah
Publisher:
ISBN:
Category :
Languages : en
Pages : 8
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Book Description
This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling technique was used in this analysis to determine customer satisfaction and customer loyalty. The results suggest that empathy and assurance are the key factors in delivering customer satisfaction, whereas, tangibility, reliability and responsiveness are found to least impacting customer satisfaction. The relationship between customer satisfaction and customer loyalty is also found to be very significant. Therefore, the bank managers should focus their resources on improving customer care and assuring the services provided to the bank customers will eventually create customer loyalty towards their banks.
Author: Lee Siew Peng
Publisher:
ISBN:
Category :
Languages : en
Pages : 32
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Book Description
Banking is an important industry in a nation but with the intense competition of various banks available, it is the services provided that crucially distinguishes the banks. Previous studies have examined the relationship between service quality, customer satisfaction, perceived value, loyalty, trust and image. These studies adopted the SERVQUAL model to measure service quality in banks which may be five dimensional. This study proposes to measure service quality by applying six dimensions: tangibles, empathy, reliability and security, price, online banking and convenience. These six dimensions are used to examine the relationship between service quality, perceived value, customer satisfaction, bank image, customer loyalty and customer trust among bank customers in the Klang Valley, Malaysia. Data were analysed by structural equation modelling (SEM) in order to test all the relationships between the variables in the model. The findings support the proposed hypotheses, which are consistent with the theoretical framework. The results indicate that the dimensions of tangibles, empathy, reliability and security, and online banking have a significant positive relationship with perceived value. The analyses show that service quality, customer satisfaction, bank image and trust are important determinants of loyalty.
Author: Zahir Osman
Publisher:
ISBN:
Category :
Languages : en
Pages : 9
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Book Description
The aim of this study is to develop a direct effect understanding of service quality, customer satisfaction and image on customer loyalty in Malaysian commercial banking industry. The Structural Equation Model (SEM) adopted to analyze the casual relationships between exogenous variables and endogenous variable. The model was developed and later tested by using the Partial Least Square (PLS) procedure on data collected from a survey that yielded 512 usable questionnaires. The findings demonstrated that service quality, customer satisfaction and image have significant and positive influence on customer loyalty in Malaysian commercial banking industry. It is important to do the study employing experimental design by capturing longitudinal data in Malaysian commercial banking industry using robust measures. The findings imply that the relationship of service quality, satisfaction and trust on customer loyalty will lead to commercial banks' profitability.
Author: Zahir Osman
Publisher:
ISBN:
Category :
Languages : en
Pages : 6
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Book Description
The aim of this study is to establish understanding of a mediating effect of customer satisfaction on service quality satisfaction and customer loyalty relationship in Malaysian commercial banking industry. To analyze the casual relationships among customer satisfaction, customer trust and customer loyalty, the Structural Equation Model (SEM) was adopted. The model was designed and later analyzed by utilizing the Partial Least Square (PLS) procedure on data collected from a survey that yielded 521 usable questionnaires. The results showed that service quality enhances customer satisfaction in Malaysian commercial banking industry. It was also exposed that customer satisfaction partially mediates the relationship between service quality and customer loyalty. In future more research needs to be done to investigate the role of customer satisfaction in Malaysian commercial banking industry. It is vital to do the research utilizing experimental design by using longitudinal data in Malaysian commercial banking industry via vigorous measures. The findings suggest that the relationship between customer satisfaction and profitability may reside in customer satisfaction's influence on customer loyalty, and the customer satisfaction plays a crucial role within the Malaysian commercial banking industry. This research is one of the first known efforts to use PROCESS to test the mediation effect.
Author: Faizan Mohsan
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659430374
Category :
Languages : en
Pages : 104
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Book Description
Banking sector is an important part of a country's economy which has seen precedent growth in the last decade and competition in this sector is raging at the moment. All the banking organizations in the market are striving hard to snatch their piece of pie from competitors. Satisfying customers and building their loyalty could prove to be very critical for the success of the banking organizations in Pakistan. This study look into this phenomenon by seeking empirical justification in this regard considering service quality as main contributory factor towards customer satisfaction and customer loyalty. The data were collected from 225 customers visiting the banks counters and had an account with banks serving in Pakistan. The collected data then analyzed using the Microsoft Excel and SPSS 19. The results of the study revealed that service quality has positive association with customer satisfaction and loyalty. Some recommendations for future research are also made.
Author: Farrukh Khan
Publisher: Lulu.com
ISBN: 0557719046
Category :
Languages : en
Pages : 152
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Book Description
Author: Abdalla Yousef Elbakoush
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 106
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Book Description
Author: Siti Zainuddin
Publisher:
ISBN:
Category :
Languages : en
Pages : 30
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Book Description
Purpose - The main purpose this study is to provide managers and researchers a comprehensive view of the root causes of failed service quality in the Malaysia retail banking sector.Design/methodology/approach - A quantitative research design was conducted among retail banking customers who had defected from a large retail bank provider. A total of 300 questionnaires were distributed and received 100 valid replies.Findings - The results discovered that the determinants of failed service quality from retail bank with customer dissatisfaction, lack of commitment and loyalty. Both customer dissatisfaction and lack of commitment have significantly and positively affect the failed service quality. While loyalty on the contrary, it is not significantly and negatively related. Research limitations/implications - The findings of this paper primarily pertain to the operational level of the organization. Further research could also attempt to isolate the other factors that influence failed service quality on the bank performance. Practical implication - Key areas causing customer dissatisfaction and eventually defection are shown to bank managers, providing direction for implementing strategies and mechanisms in order to effectively reduce the defection rate.Originality/value - The theoretical model, which was in large confirmed through the empirical data, offers for the first time empirical evidence regarding the extent to which the general categories of reasons to defect in a service context identified in the literature are indeed causing customer exit.
Author: Dr. Sheerali Arya
Publisher: GRIN Verlag
ISBN: 3346329402
Category : Business & Economics
Languages : en
Pages : 170
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Book Description
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
Author: Zohreh Bang Tavakoli
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 146
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Book Description
