Berdasarkan hasil yang diperoleh untuk penentuan kriteria balance scorecard untuk PT Purnamajaya Bhakti Utama, total skor nilai 75%, persentase tersebut menunjukan kondisi PT. There is a positive impact and signifi- – The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. The main purpose of this study is to increase the understanding of the perceived service quality of the customer within grocery retailing from an Indian perspective. The result of SEM analysis confirm the criteria of Goodness of fit that is Chi-Square is 154.616 with probability equal to 0.277; CMIN/DF (1.066); GFI (0.873); AGFI (0.833); TLI (0.991); CFI (0.992); and RMSEA (0.025). (2013) on Service Quality in the Banking Sector in Ghana. In fact, necessary sample size is dependent on several aspects of any given study, including the level of communality of the variables and the level of overdetermination of the factors. Providing service quality leads to customer satisfaction, Service quality in banking websites may boost customer satisfaction because in internet banking a customer can access a variety of financial transaction. sample size. There is an urgent need for the banking services to reaffirm themselves in view of the cut-throat competition, which is close on the anvil. However, the five-factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. As a result, little is known about the distinction between service quality and product quality, their respective antecedents, and their distinctive contributions to performance in service industries in the developing world. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. In this study is used purposive sampling method. customer satisfaction and customer loyalty. Thai Nguyen University of Economic and Business Administration, Tan Thinh, Dai Nam University, 56 Vu Trong Phung St. Thanh Xuan, Hanoi, Vietnam. A sound association is found between customer satisfaction and the quality of service provided by the companies. 0 This research adds to the study on service quality in the grocery business of the global market by enriching the content of service quality dimensions applicable to the Indian grocery sector. Research limitations/implications – Limitations relate to the use of non-probability sample and the restricted geographical area of the field research. Employee education, beneficial programs for customers and implementation of new features are recommended. 1. Berdasarkan hasil penelitian tersebut dapat disimpulkan bahwa Strategi pemasaran dengan Integrasi SWOT dan Balance Scorecard yang diterapkan manajemen PT. The model is estimated with data from a field experiment with three survey waves. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word-of-mouth. This is a thing of acceptance only and not an agreement. The study focused on three branches of GCB with (120) customers constituting the, In today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. 2382 0 obj <> endobj In this dissertation, data were collected from 403 customers who buy grocery from Big Bazaar and Reliance Fresh during February–July 2017 from Bhubaneswar and Cuttack. service quality was at the root of customer satisfaction and was linked to such behavioural outcomes as customer loyalty. The questionnaire was distributed to clients of banks operating in the territory of Kragujevac, Central Serbia, in the period from September to October, 2018. Data on observed variables were obtained through interviews with questionnaires to 110 BRI Bank customers who transacted at BRILink Branch of Pati and tested using AMOS statistic software. According to the results, all five factors (tangibility, assurance, responsiveness, reliability, are discussed for potential avenues for fu. Metode Penelitian ini digunakan adalah metode deskriptif kualitatif. Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. This study examined a critical question from customers' perspective: Does quality of bank services lead to customer satisfaction in the Nigerian banking sector? Results demonstrate the lack of validity of common rules of thumb and provide a basis for establishing guidelines for sample size in factor analysis. Service changes are found to strongly influence customer evaluations of service quality through their effect on customer perceptions of current performance and disconfirmation. Thainguyen University of Economics and Business Administration, PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH, Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model, Effect of Service Quality on the Member Satisfaction of Cooperative BMT Trans Mekar Sari Mandiri at Tanjung Lago District Banyuasin Regency South Sumatera. Appendix 16: Questionnaire 3: A financial sector (FOREX Bank) … The result of hypothesis testing is: transaction decisions are statistically proven to be affected by customer satisfaction, customer satisfaction is statistically proven to be affected by service attractiveness and tariff competitiveness, while the attractiveness of unpaid products has a significant effect. The model is estimated with data from a field experiment with three survey waves. The authors develop a longitudinal model of the effect of a service change on customer attitudes about service quality. Download full-text PDF Read ... customer knowledge on perceived service quality and customer satisfaction through customer value evaluation in the Indian banking sector. The main research question is to examine which dimensions of banking services quality have an effect on the satisfaction and loyalty of clients, what is the nature and the intensity of this impact. endstream endobj 2383 0 obj <. In the banking industry, a key element of customer satisfaction is the nature of the relationship between the customer and the provider of the products and services i.e. One of the most problematic places is optimization of the bank's work in accordance with the requirements of customers in conditions of limited resources, that is, how to distribute a certain amount of investment in various areas of the bank's business in an optimal way. Assurance has positive relationship but it has no significant effect on customer satisfaction. In this regard, the Vietnamese context offers a good opportunity for examining the issue of banking quality. T_ -ֆICj�1�"�u��ve`�I �D� ��v� The other three refer to product attributes, access, and communication. In business world customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. The study was a cross-sectional survey that employed the use self-administered questionnaire to collect primary data from a sample of 200 respondents of two banks through personal contact. Simple random sample technique for sampling was applied. 1.0 Background to the study.. Different authors in India have tried for introspection of the service quality through different constructs and dimensions in the banking sector in India. After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth. The problem in this research is how to improve customer satisfaction which will influence the decisions of transactions at BRILink BRI Branch of Pati. 2404 0 obj <>/Filter/FlateDecode/ID[]/Index[2382 37]/Info 2381 0 R/Length 111/Prev 396645/Root 2383 0 R/Size 2419/Type/XRef/W[1 3 1]>>stream Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. In the banking industry, Bahia and Nantel (2000) develop a more specific scale in measuring Bank Service Quality perception, that is the BSQ model (Grazhdani, Vërçuni, & Merollari, 2015;Jiang, Jun, & Yang, 2016;Paul, Mittal, & Srivastav, 2016; This research will conduct eServices Quality model to assess the quality of online banking services. A quantitative approach using Statistical Package for the Social Science (SPSS) version 20 is used, which caters to the exploratory nature of the work. BBGL provides better services in terms of the level of service quality provided to client than the listed (GCB and SCB) banks. Ma et al. The customer is the reason for the business and hence excellent service should be rendered at all time. The study therefore, recommends that the Nigerian banks should make products and services available that best suits the peculiarity of each category of customers and improve the confidence Nigerians have in the banking sector. They identified factors as the core, customer interest and the development of, online services were related to loyalty, and here person, = 268) through convenient sampling. Key words: Customer satisfaction, Service quality, Service quality dimensions, SERVQUAL, service sectors. E - Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks 54 Table 4 reveals the response of obtained from the surveyed banks’ customers on whether Service quality and Customer’s Satisfaction are inter-dependent. American Journal of Trade and Policy, Volume 1, Number 3/2014 (Issue 3) ISSN 2313-4747 (Print); ISSN 2313-4755 (Online) ) A Conceptual Framework for Understanding Customer Satisfaction in Banking Sector: The Mediating Influence of Service Quality and Organisational Oath Amitav Saha, K.M Sabbir Hasan, Md. Customers being loyal to a particular bank has become obsolete concept over the years as the expectations and perceptions towards service quality have been changing due to cumulative effect of many governing factors like Competition, Type and Nature of Services, Quality Dimensions, Value Additions, and so on. only partial support, indicating a need to improve reliability for V, based on respondent characteristics, there, age and experience showed no differences in, deposit services of VCBs. The findings are based on structural equation models developed by AMOS. ensure customer satisfaction and take their needs into consideration to improve service quality. This research will have significant implications for banking sector to enhance the quality of eS, div> There were fewer custom, Total variance explained=67.166, KMO= .929, p = .0, “responsiveness” (9.622), “reliability” (7.427), .711 for responsiveness, .679 for reliability, and .695 f. that all factors were accepted and reliable. Loyal customer base can only be created through delivering Customer Delight. Determination of intellectual activity in solving the problems of bank functioning optimization, The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia), A Measure of Service Quality in the Grocery Stores, ANALISIS STRATEGI PEMASARAN UNTUK PENINGKATAN DAYA SAING SERTA KUALITAS PRODUK DENGAN INTEGRASI SWOT DAN BALANCE SCORECARD (STUDI KASUS PT. 2418 0 obj <>stream 17, no. , Managing Service Quality, vol. The study reveals that all the banks selected differ on the service quality dimensions. DOES QUALITY OF BANK SERVICES LEAD TO CUSTOMER SATISFACTION IN THE NIGERIAN BANKING SECTOR? Tangibility is the least predictive of perceived service quality. banks. Electronic banking is the application of Telecommunication devices to perform banking transactions (Okoro 2014) .E-banking has brought in a great change in Nigerian banking sector. It contributes to knowledge of marketing management theory and management practices. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer. Design/methodology/approach – The research involved a review of available literature on bank choice criteria, the fieldwork, the identification of factors that affect customers' choice, and the development of related managerial implications. The object of research is the process of functioning of a commercial bank. Purposive sampling technique was employed in the study with Statistical Package for Social Sciences (SPSS) used for the analysis. 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