Service quality and satisfaction in the banking sector

Abstract

Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis. Findings – Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is found significant in the case of tangible service quality. Research limitations/implications – The study has been conducted on one single country and focused on one type of services – banking services. Therefore, future research endeavors may consider different countries as well as a variety of services. Practical implications – Providing individual attention to each customer and understanding their specific need are the most important steps required from service employees for building successful rapport with customers. Keeping promises and offering flawless services are also more significant for customers than the tangible features of a bank. Management should consider these issues to develop effective rapport because it has a direct and strong effect on customers' overall satisfaction. Originality/value – The paper reveals the importance of relational service quality for developing customer rapport and satisfaction. It also identifies the antecedent role of core service quality for rapport.

The Influence of Tax Amnesty Benefit Perception to Taxpayer Compliance

“…If the Taxpayer is satisfied with the services given then they will do the promotion from mouth to mouth so that more and more become more trust to the tax office (Choudhury, 2014), thereby strengthening the tax amnesty relationship. However, if the Taxpayer is not satisfied with the services provided, it will weaken the relationship of Tax Amnesty and Taxpayer compliance (Kayeser Fatima & Abdur Razzaque, 2014). In the study conducted by (Prabawa, 2012) service quality and attitudes of taxpayers simultaneously have a significant effect on reporting compliance of individual taxpayers in the tax services office of North Bandung.…”

Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

“…Despite the numerous contributions to the literature, there is still little consensus on the variables associated with service quality [44][45][46]. In fact, a growing number of authors are calling for further inquiry into the specification of variables with which to define service quality in the financial sector [3,12,13]. In this study we use the definition of quality from Brady and Cronin's model [50].…”

“…In this study we use the definition of quality from Brady and Cronin's model [50]. This is the most recent model of service quality, in which, for the first time, service quality was considered as the sum of three types of basic quality factors when delivering services in a financial entity: outcome, servicescape and personnel qualities [3,12,13,27].…”

“…Pritchard et al indicate that, "understanding how or why a sense of loyalty develops in customers remains one of the crucial management issues of our day" [8] (p. 333). In general, the service literature regards service quality as a key construct in explaining the variables associated with relationship quality [3,6,[9][10][11][12][13]. Underlying this assumption is the premise that the evaluation by the client of the quality of the services received from a service provider leads to an affective response [5].…”

“…To this end we propose a holistic model that combines the effects on loyalty of four key factors associated with service quality. There is a general consensus that the main function of any business is to create value through the production of goods and services demanded by its customers [12,26,27]. Hence, the first of these four service quality elements corresponds to the value associated with the product or service itself (outcome quality).…”