Determinants of Customer Satisfaction on Retail Banks in New Zealand: An Empirical Analysis Using Structural Equation Modeling

Abdullah, Aceng; Manaf, Noor Hazilah Abd; Yusuf, Muhammad-Bashir Owolabi; Ahsan, Kamrul; Azam, S. M. Ferdous

doi:10.21102/gefj.2014.03.71.04

Cited by 12 publications

(6 citation statements)

References 13 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Akbar and Parvez (2014) pointed out about the quality of service and customer satisfaction in both the business and academic sectors and provided a strong relationship between quality of service and customer satisfaction. It can measure customer satisfaction through customer expectation compression with actual performance, where the customer will be satisfied when the actual performance meet his expectations, and dissatisfied when actual performance does not meet his expectations (Abdullah et al, 2014;Lin et al, 2015;Saidu Badara et al, 2013). The fluctuation of the value, that customers benefits directly affects customer satisfaction, which leads to the decrease on the number of customers from using the products or services of this company, and they start looking for an alternative service provider who can maintain the same level of services quality provided (Cronin et al, 2000;Hennig-Thurau & Klee, 1997;Wangenheim & Bayón, 2007).…”

Section: Customer Satisfactionmentioning

confidence: 99%

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Harazneh¹,

Adaileh²,

Thbeitat³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

This study investigates the impacts of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. The study also studies though the role of switching cost as a moderate variable. Lack of studies in the field of quality in Jordanian telecommunication is the main reason for this investigation. The study investigates the impacts based on the employees' point of views in Aqaba special economic zone authority (ASEZA). Therefore, the study uses statistical data gathered through a questionnaire distributed to the employees of ASEZA. Thus, statistical methods are used to analyze the data collected and the hypotheses are tested. The study results show that there was a direct positive impact of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. In addition, the moderator model (Switching cost) has significant positive impacts on enhancing the relationship between service quality and customer satisfaction towards customer loyalty.

show abstract

Section: Customer Satisfactionmentioning

confidence: 99%

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Harazneh¹,

Adaileh²,

Thbeitat³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…Abdullah et al (2014) examined the perception of banks regarding SERVQUAL to establish the determinants of customer satisfaction for retail banks in New Zealand. The study analyzed five dimensions of the SERVQUAL in relation to the customer satisfaction, mainly by relying on the SEM technique.…”

Section: Literature Reviewmentioning

confidence: 99%

Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector

Yılmaz

Arı

Gürbüz

2018

IJBM

View full text Add to dashboard Cite

Purpose Using the attitudes of students toward ideal banking services, the purpose of this paper is to examine the structure of banking-related SERVQUAL service dimensions with first-order and second-order confirmatory factors analysis. Following this, a study model was suggested to describe the relationship between the perceptions of students regarding the services provided by their banks and their overall level of satisfaction with the bank. Design/methodology/approach The sample group for the study comprised students from the Faculty of Economics and Administrative Sciences of Eskisehir Osmangazi University. The sample included 441 students, and was designed according to a stratified and proportional distribution. The first-order and second order confirmatory factor model used to confirm the structure of the SERVQUAL service dimensions presented in the study was found to be suitable and compatible. The relationship of the SERVQUAL service dimensions based on the actual perception of banking services by the students with the students’ satisfaction and loyalty to their banks was investigated using a structural equation modeling (SEM) analysis. Findings Based on the study results, it was concluded that the confidence inspired by the banks, the reliability of their services, and the physical appearance and accessibility of the bank all have an effect in increasing customer satisfaction. Originality/value Conducting this study using university students, who represent a specific group, will help in determining whether the quality of banking services provided to students is, in itself, sufficient to make them prefer these banks. Furthermore, the study will also shed light on various other aspects, such as the banks’ efforts at reviewing and developing the services they provide to students.

show abstract

“…The importance of customer satisfaction in financial services has been studied extensively in the existing literature (Abdullah et al , 2014; Arbore and Busacca, 2009). Fonseca (2009) defines customer satisfaction as “an overall assessment of the performance of various attributes that constitute a service” (p. 353).…”

Section: Conceptual Frameworkmentioning

confidence: 99%

The non-economic consequences of disclosure in Islamic banks

El-Halaby

Hussainey

Abou-El-Sood

2018

IJOEM

View full text Add to dashboard Cite

This paper examines the effect of sharia; social and financial (SSF) disclosure on stakeholders' loyalty towards Islamic banks. It also examines to what extent trust and satisfaction mediate this effect. It uses data collected from 600 respondents to survey questionnaires disseminated to stakeholders from 15 countries dealing with Islamic banks. Structural equation modeling (SEM) is used with a partial least squares (PLS) approach to test the research hypotheses. The results indicate that there is a significant association of disclosure on stakeholders' trust, satisfaction, and loyalty. The results also indicate that there is a partial mediating of trust and satisfaction in the relationship between disclosure and loyalty. This paper is one of the first studies examining the effect of disclosure on stakeholders' loyalty. We offer novel findings which have theoretical and practical implications for Islamic banks and their stakeholders.

show abstract

Determinants of Customer Satisfaction on Retail Banks in New Zealand: An Empirical Analysis Using Structural Equation Modeling

Cited by 12 publications

References 13 publications

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector

The non-economic consequences of disclosure in Islamic banks

Contact Info

Product

Resources

About