Industrial Purchase among Saudi Managers: Does Country of Origin Matter?

Albarq, Abbas N.

doi:10.5539/ijms.v6n1p116

Cited by 8 publications

(15 citation statements)

References 28 publications

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“…In addition to the lack of data about SQ and customer satisfaction in the banking industries of developing countries, most of the SQ-measuring models were created in developed countries (Kotler et al, 1999). Albarq (2014) argued that the outcomes of these studies have also been influenced by culture and questioned the validity of applying findings from developed countries to less-developed ones. This paper seeks to measure customers' satisfaction with banking services rendered in Riyadh, the capital of Saudi Arabia.…”

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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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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“…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%

“…Actually, Saudi banking system is composed by 24 banks Including 12 national banks and women branches that are facing now strong competition (Albarq, 2014). To face this competition Saudi banks have focusing on conceiving strategies to retain clients, to attract new ones, to increase the profit as well as to improve customer loyalty by the adoption of system increasing the quality of its service (Almossawi,2001).…”

Section: Introductionmentioning

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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“…Critics have argued that TQM can sometimes require excessive use of time and other resources (Albarq, 2014). Others have claimed that the award frameworks (commonly used as the basis for implementing TQM) focus too much on processes and non-financial aspects of performance, which means they do not adequately define quality as an organizational goal (Ghobadian & Gallear, 1996).…”

Section: Introductionmentioning

confidence: 99%

Barriers to TQM Implementation within a Private Medical Services Organizations in Saudi Arabia

Alsughayir¹

2014

IJBA

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This paper focuses on the barriers that private medical services organizations have faced while trying to implement Total Quality Management (TQM). The study employed a quantitative methodology involving 220 questionnaires that were validated and structured and consisted of 21 items identifying barriers faced by organizations during the implementation of TQM. Using convenience sampling techniques, we distributed the questionnaires to targeted employees of a four private medical services organization in Riyadh, Saudi Arabia. All statistical analysis was conducted in SPSS version 18 using descriptive data, reliability, and factor analysis to explore the barriers to the implementation of TQM. This analysis showed the most significant barriers to implementation were frequent employee turnover, resistance to change among employees, and a lack of understanding about TQM and a shortage of motivation among management. The results provide new impetus for findings from previous studies and offer human resource practitioners, quality managers, and professionals an opportunity to develop plans that addresses the challenges they face when implementing TQM, as well as intervention strategies with which to minimize the impact these challenges.

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Industrial Purchase among Saudi Managers: Does Country of Origin Matter?

Cited by 8 publications

References 28 publications

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

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

Barriers to TQM Implementation within a Private Medical Services Organizations in Saudi Arabia

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