Relationship between service quality and customer satisfaction: a study of Malaysian banking industry

Tan, Lay Kok; Chew, Boon Cheong; Hamid, Syaiful Rizal

doi:10.1504/ijpqm.2016.078008

Cited by 13 publications

(18 citation statements)

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“…The Pearson's correlation results demonstrate that all service-quality aspects are positively correlated with customer satisfaction. The findings are supported by previous studies that have specified that all the elements on service quality have a substantially positive effect on customer satisfaction even though not all the elements give an equal impact on it (Tan & Maran, 2014).…”

Section: Discussionsupporting

confidence: 85%

Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service

Ali

Amir

2020

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Providing great quality service is essential for a sustainable competitive advantage in today’s aggressive business environment. Organization’s success could positively influence by customer satisfaction. This study tried to examine the relationship between service quality elements towards customer satisfaction. Modified SERVQUAL model by Parasuraman et al. has been used to measure the four service quality dimensions. Data collection in this research was used quantitative method. Self-administered questionnaire focusses on customers of Pos Malaysia in Kuala Terengganu. Convenience sample of 322 Pos Malaysia customers were collected. Pearson correlation analysis reveals that all four service quality elements were positively associated with customer satisfaction with moderate correlation. Responsiveness and reliability were discovered to influenced customer satisfaction most compared to other elements. Therefore, this finding suggests that service industries particularly postal services should cultivate the key service quality elements thoroughly in order to enhance customers’ satisfaction without overlooking the remaining dimension.

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Section: Discussionsupporting

confidence: 85%

Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service

Ali

Amir

2020

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“…Banks through effective and efficient customer relationship can win the customer loyalty, which in turn assist them to enjoy the competitive edge over business rivals (Golani 2017;Amin 2016;Berry, Thomson 1982). Similarly, Tan et al (2016) and Teas (1993) also concluded the positive and significant association between service quality and customer satisfaction. Numerous studies have offered a solid foundation for financial institutions for uplifting the level of customer satisfaction by providing the online transactions (Oskooii, Albonaiemi 2017;Laroche, Taylor 1988;Smith, Lewis 1988, 1989Tilston 1989;Wilkinson et al 1991;Boaden, Dale 1994;Raza et al 2015).…”

Section: Service Quality and Banking Sectormentioning

confidence: 75%

“…The literature about satisfaction postulates the theory satisfaction into two identical concepts: Transaction-specific and Cumulative satisfaction. Tan et al (2016), Verma (2016), Olsen and Johnson (2003) describe the customers' evaluation of their occurrence with specific service or making transaction as Transaction-specific satisfaction. On the other hand cumulative satisfaction is the customers' as a whole experience with service/product over a period of time.…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…For example, a study on customer satisfaction and SERVQUAL dimensions has been conducted with special reference to the Internet banking in Pakistan . External and internal satisfaction of customers from the Internet banking has also been evaluated and concluded the existence of both internal and external satisfaction level among customers (Tan et al 2016;Raza, Hanif 2013). A research while investigating the usage of e-services and its predictability of e-customer-satisfaction found that re-interpretation and re-organization of the SERV-QUAL dimensions in the Internet banking practices (Zavareh et al 2012).…”

Section: Online Banking As An Servqual Dimensionmentioning

confidence: 99%

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Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

Ahmed

Vveinhardt

Štreimikienė

et al. 2017

Journal of Business Economics and Management

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Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.

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“…Assurance is positively related to strongly satisfaction and significant at less than 1% significant level. Tan et al. (2016) showed that a positive relationship between assurance and customer satisfaction.…”

Section: Resultsmentioning

confidence: 99%

Effects of automated teller machine service on client satisfaction in Commercial Bank of Ethiopia

Tadesse

Bakala

2021

Heliyon

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This study was examined effects of automated teller machine (ATM) service quality on client satisfaction within the Commercial Bank of Ethiopia (CBE). During this study, the convenience sampling technique was employed. The study used primary and secondary data sources. Both quantitative and qualitative data types were collected. Data were analyzed by using five-point Likert scale and Econometric methods. Multinomial and ordered logit model was used to analyze the effect of service quality of ATM service on client satisfaction. The mean Likert scale result indicated that the respondents' attitude towards tangibles, reliability, responsiveness, assurance and empathy fall on 2.77, 2.98, 2.58, 3.02 & 3.23, respectively. The econometric result confirmed positive relationship between tangibles, reliability, responsiveness, empathy and assurance, and client satisfaction. Based on the finding of this study providing reliable network, educating customers on ATM usage, improving the security of ATM usage, increasing the number of ATMs, and increasing the amount of money withdrawn was recommended.

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Relationship between service quality and customer satisfaction: a study of Malaysian banking industry

Cited by 13 publications

References 0 publications

Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service

Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service

Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

Effects of automated teller machine service on client satisfaction in Commercial Bank of Ethiopia

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