Relationship between banking service quality and customer satisfaction of commercial banks in Cumilla district, Bangladesh

Sarkar, Ebrahim; Islam, Md. Shamimul

doi:10.31580/jpvai.v4i2.2031

Cited by 3 publications

(1 citation statement)

References 33 publications

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“…(2021) examined the relationships between competition, liquidity generation, and diversity for Indian institutions from 2005 to 2018. The connection between client happiness and the level of service provided by commercial banks in the Cumilla region is examined by (Sarkar et al, 2021). Other signi cant works include (Boddu, 2019).…”

Section: Consumer Reliabilitymentioning

confidence: 99%

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

gupta

2024

Preprint

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Digitalization has been transforming the banking sector in India, and it has brought about numerous changes in the way banks operate and serve customers. Our study paradigm, which is based on earlier studies defines Consumer Digital Experience as a formative latent construct that is determined by three factors: Digital Product Offerings, Digital Business Environment, and Frontline Equipment. In addition, and in keeping with other research, we think of Consumer Reliability as a single latent construct with distinct elements expressing its following aspects, word of mouth and satisfaction. This paper discusses the impact of the Consumer Digital Experience on consumer reliability in the Indian banking system. The main tool for analyzing the impact we use Exploratory factor Analysis to define our number of factors then we perform the Structural Equation Modeling to find the relationship between Consumer Digital Experience and consumer reliability in the banking sector. The results of the study confirm that Consumer Digital Experience has a very strong impact on consumer reliability especially the frontline digital equipment plays a crucial role in increasing consumer trust with respect to the current digital era while other factors also have an association with consumer reliability but at a very small level. Consumers are more concerned with the digital equipment installed in the banks.

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Section: Consumer Reliabilitymentioning

confidence: 99%

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

gupta

2024

Preprint

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The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge

Nautwima

Romeo

2022

IJMSBA

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The relationship between quality service and customer satisfaction has gained remarkable recognition since the 1980s. To date, researchers are still determined to find out how quality service in terms of tangibility, reliability, responsiveness, assurance, and empathy, impact customer satisfaction. This study provides a review of the literature on the influence of service quality on customer satisfaction in the banking sector amidst the COVID-19 pandemic to determine the existing research gap. Evidence from the literature review shows mixed results where some of the dimensions of quality service positively influence customer satisfaction while others impact it negatively. However, while evidence from the African context reveals positive relationships between the variables, the phenomenon remains inadequately researched, mainly in the Namibian context. Furthermore, empirical evidence covered under this study has examined the matter from the quantitative perspective, leaving no evidence from a qualitative standpoint. Thus, a call for further investigation to delve deeper into the issue to constrict the gap. In so doing, the study developed a conceptual framework that future studies can employ. The conceptual framework consolidates the moderation role of the COVID-19 pandemic to the relationship between quality service and customer satisfaction based on the amendments made to the services which come with variations in customer satisfaction.

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Service Quality In J&K Bank and Its Impact on Customer Satisfaction: Sem Approach

2022

Central European Management Journal

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Customer satisfaction & service quality are two critical principles that firms must grasp if they are to expand and remain competitive in the business world. It is critical for businesses to be able to measure these constructs from the perspective of their consumers in order to better understand and meet those customers' requirements. It is widely accepted that service quality is vital to any modern business since it increases customer satisfaction, profitability, reduces costs, and improves customer loyalty and retention. The main purpose of the research paper is to assess the service quality and its impact on customer satisfaction. Service quality of private Banks is measured by the five dimensions of SERVPERF model i.e. reliability, tangibility, assurance and responsiveness .Both primary and secondary data were used to achieve the aim of the study. The secondary data collected through the Annual reports, past facts and figures provided through internet and journals of respective sample study organization. Thus, the purpose of this article is to examine the relationship between customer satisfaction and service quality. The finding of the research proves that customer satisfaction increases by offering high quality service Factor analysis and SEM were used to examine the data gathered from 141 customers in Jammu city. The result of the study proves that apart from reliability all other three variables (tangibility, responsiveness and assurance) plays a vital role in determining the customer satisfaction level.

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Relationship between banking service quality and customer satisfaction of commercial banks in Cumilla district, Bangladesh

Cited by 3 publications

References 33 publications

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

Impact of Consumer Digital Experience on Consumer Reliability in the Context of Indian Banking Sector

The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge

Service Quality In J&K Bank and Its Impact on Customer Satisfaction: Sem Approach

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