Applying a SERVQUAL Model to Measure the Impact of Service Quality on Customer Loyalty among Local Saudi Banks in Riyadh

Albarq, Abbas N.

doi:10.4236/ajibm.2013.38079

Cited by 23 publications

(19 citation statements)

References 34 publications

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“…In fact, Nijssen, and Douglas (2004) questioned the validity of applying the findings from developed countries to smaller, less developed countries. It is not always possible to apply the research output from developed countries, such as the United States to less developed countries, such as Saudi Arabia (Abbas, 2013). Therefore, the aims of the present study were to investigate the effect of human resource strategies as a mediator between leadership style and organizational performance in the context of Saudi Arabia.…”

Section: Aim Of the Studymentioning

confidence: 98%

“…While different studies have investigated the effect that HR strategy and leadership styles have on an organization's achievement, most such studies have been done in developed countries (Abbas, 2013). In fact, Nijssen, and Douglas (2004) questioned the validity of applying the findings from developed countries to smaller, less developed countries.…”

Section: Aim Of the Studymentioning

confidence: 99%

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Human Resource Strategies as a Mediator between Leadership and Organizational Performance

Alsughayir¹

2014

IBR

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Leadership style is a kind of method that aims to realize organizational targets and affect all organizational activities. This quantitative study focused on various business domains in Saudi Arabia to examine how leadership styles are related to human resource strategies and organizational performance. The study adopted the self-administered survey methodology technique using a pre-validated pre-piloted questionnaire. Data were analyzed using Structural Equation Modelling. A total of 270 questionnaires were distributed with a response rate 92.9% based on a convenience method. Our survey found a direct positive relationship between leadership style and organizational performance and an indirect relationship between leadership style and human resource strategy as a mediator, while human resource strategies contribute positively and significantly to organizational performance. The findings are relevant for operating human resource management strategies and for developing a style of leadership. An enterprise can use this information to promote recognition and devotion among its employees based on a range of strategies, and then creates overall performance of the organization. Also, it is possible to use different leadership styles for different strategies. Consequently, this study has both theoretical and practical reference value.

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Section: Aim Of the Studymentioning

confidence: 98%

Section: Aim Of the Studymentioning

confidence: 99%

Human Resource Strategies as a Mediator between Leadership and Organizational Performance

Alsughayir¹

2014

IBR

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“…A literature review by Albarq (2013) identified that few studies have applied the SERVQUAL model to customer loyalty in developing countries. If managers in the banking industry can understand the impact that the SQ underlying the SERVQUAL model has on customer loyalty, they may be able to focus their efforts on the areas that make the greatest contribution to customer retention.…”

Section: Tangiblesmentioning

confidence: 99%

The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia

Sanjuq¹

2014

IJBA

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This study aimed to evaluate what impact service quality that underlies the SERVQUAL model has on customer satisfaction in Saudi Arabia's banking sector. The study was quantitative in nature and involved distributing a structured, pre-tested, self-administered questionnaire that was based on a convenience method to 412 customers of various bank in the Saudi capital city of Riyadh, during the fall of 2014. The response rate was 67 percent and the study data was analyzed using SPSS and a reliability coefficient (alpha) was determined. Regression analysis found a positive relationship among assurance, empathy, and responsiveness, but that this relationship has no significant effect (P≥0.50) on customer satisfaction. Reliability was found to have a negative relationship to customer satisfaction, but no significant effect on the same. Only tangibles were found to have a positive relationship and a significant impact (P˂0.50) on customer satisfaction. The results show that, in the retail banking sector, the servqual model remains an effective way of measuring customer satisfaction. Because customer value is an asset to organizations, organizations must ensure that they provide the right products and services, supported by the right promotion, at the right time for their customers.

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“…Saudi banks are facing actually a hostile competition (Albarq, 2014) which motivates those banks to improve the quality of their provided services to meet their customers' expectations which will increase customer loyalty and satisfaction (Albarq, 2013). …”

Section: Previous Researches On Customers' Expectations and Perceptiomentioning

confidence: 99%

“…Also the study indicates that there is a need for quality improvement and that the dimensions of service quality insuring this positive impact are Reliability and Empathy. (Albarq, 2013). …”

Section: Previous Researches On Customers' Expectations and Perceptiomentioning

confidence: 99%

An Evaluation of Customers’ Expectations and Perceptions of Service Quality: Case of Saudi Banking System

Ragmoun¹,

Saidi²

2017

JBME

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Abstract:The customer satisfaction has been broadly considered as driver of company's success and financial performance in all types of businesses. So, Services' firms have been improving the provided services to meet their customers' expectations which increase customer satisfaction. Thus it is obligatory for those companies to assess continuously the disparity between customers' expectations and perceptions of service quality. This disparity has been studied in many services' organizations including banks in the developed countries and using SERVQUAL. However this type of study has never been investigated in the Arabic banking systems and especially the Saudi one. So the aim of this research is to investigate using SERVQUAL the difference between customers' expectations and perceptions of service quality in the women branches of Saudi banks. After discussing the literature review of service quality, customers' expectations and perceptions, Saudi banking system as well as SERVQUAL model, data were collected from 200 Saudi women branches' customers. The study shows that the level of perceived service quality of Saudi women branches is lower than its customers' expectations of service quality. Essentially the perceived empathy, reliability as well responsiveness of the studied banks are very low and they have the biggest gaps between the customers' expectations and perceptions compared with tangibles and assurance dimensions, . It is therefore recommended to minimize the founded gap that banks improve the perceived service quality by making current operating hours more convenient for customers, giving more personal and individual attention to the customers, enhancing the current capability to understand their specific needs, giving them prompt service in the promised time, solving their problems, as well as telling them when services will be performed.

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Applying a SERVQUAL Model to Measure the Impact of Service Quality on Customer Loyalty among Local Saudi Banks in Riyadh

Cited by 23 publications

References 34 publications

Human Resource Strategies as a Mediator between Leadership and Organizational Performance

Human Resource Strategies as a Mediator between Leadership and Organizational Performance

The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia

An Evaluation of Customers’ Expectations and Perceptions of Service Quality: Case of Saudi Banking System

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