Service quality in the banking industry: an assessment in a developing economy

Angur, Madhukar G.; Nataraajan, Rajan; Jahera, John S.

doi:10.1108/02652329910269211

Cited by 225 publications

(216 citation statements)

References 21 publications

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“…In other words, a banking organization may attract customers through the provision of high quality services. As such, structural modifications have led to banks being enabled to carry out various activities which in turn, allow them to be more competitive even against non-banking financial institutions (Angur et al, 1999) [2].…”

Section: Introductionmentioning

confidence: 99%

Study of Customer Satisfaction in the Banking Sector in Libya

Akgam¹

2015

JOEBM

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Abstract-The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The questionnaire has been personally administered on a sample size of 150 bank customers. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector of Libya. The findings based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced consumers satisfaction in Libyan banking sector. There is a positive and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and there is negative and significant relationship between security and customer satisfaction.Index Terms-About customer satisfaction, customer loyalty, libyan banking sector, security, service quality.

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Section: Introductionmentioning

confidence: 99%

Study of Customer Satisfaction in the Banking Sector in Libya

Akgam¹

2015

JOEBM

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“…The literature also reveals that the relationships between FSQ dimensions and satisfaction are positive except for the sample from India Angur et al (1999), which documents negative results for responsiveness, empathy and reliability.…”

Section: Functional Service Qualitymentioning

confidence: 99%

“…More studies employ Servqual or modified Servqual to measure banking service quality compared to other measurement tools (Newman & Cowling 1996;Othman & Owen 2001;Han & Baek 2004;Arasli et al 2005a;Muslim & Zaidi 2008;Wong et al 2008;Kanning & Bergmann 2009;Kumar et al 2009;Ladhari 2009;Osman et al 2009;Sadek et al 2010). However, criticisms of the Servqual (Blanchard & Galloway 1994;Gounaris 2005) resulted in the creation of alternative models such as Servperf (Cronin & Taylor 1992;Angur et al 1999;Abdullah et al 2004), Bankserv (Avkiran 1994) and other models (Levesque & McDougall 1996;Stafford 1996;Johnston 1997;Bahia & Nantes 2000;Lassar et al 2000;Aldlaigan & Buttle 2002;Cui et al 2003;Malhotra et al 2005;Mukherjee & Nath 2005;Petridou et al 2007;Guo et al 2008).…”

Section: Literature Review Customer Satisfaction In Banking Literaturementioning

confidence: 99%

“…Servperf is claimed to be superior in instances where only the performance of the service quality is measured rather than using disconfirmation theory (Cronin & Taylor 1992;Angur et al 1999;Othman & Owen 2001;Abdullah et al 2004;Osman et al 2009). Therefore, the present study utilises Servperf instead of Servqual.…”

Section: Literature Review Customer Satisfaction In Banking Literaturementioning

confidence: 99%

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Functional Service Quality Satisfaction of Islamic and Conventional Credit Card Users in Malaysia

Dali¹,

Yousafzai²,

Hamid³

2014

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“…Customer loyalty, as one of the most important determinants of business success, has recently received increasing scholarly attention, especially in researching drivers that infl uence loyalty, directly and indirectly (Caruana & Ewing, 2011). Finally, some authors claim that perceived value with its antecedents and consequences plays an important role in the industries with a high degree of client involvement such as retail banking (Angur et al, 1999), and that perceived service value is of focal importance in delivering superior business performance.…”

Section: Introductionmentioning

confidence: 99%

The Importance of Perceived Service Value in Retail Banking Services

Korda

Dlačić

Milfelner

2016

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Purpose -In many industries, perceived service value is found to be a signifi cant mediator between perceived service quality and customer satisfaction and loyalty. Therefore, this paper aims to test a conceptual model of perceived service value with its antecedents, such as perceived price and perceived service quality, and consequences, customer satisfaction and loyalty, in the retail banking industry.Design/Methodology/Approach -For the empirical study, a measurement instrument was developed and tested for validity and reliability. Measures were assessed with exploratory factor analysis (EFA), confi rmatory factor analysis (CFA) and structural equation modeling (SEM). A structural model with fi ve refl ective constructs was evaluated to test direct and indirect relationships among constructs.Findings and implications -Results confi rm a mediating role of perceived value in relationships between perceived price, perceived service quality, customer satisfaction, and customer loyalty in the case of retail banking services.Limitations -Because the results are directly relevant only to customers and marketing managers of retail banking services, generalizations of the fi ndings beyond the immediate population observed should be made with caution. SažetakSvrha -U različitim granama djelatnosti percipirana vrijednost usluga istaknuta je kao značajan medijator između percipirane kvalitete usluga te zadovoljstva i odanosti korisnika. Stoga je svrha ovoga rada na primjeru usluga u bankarskome sektoru testirati konceptualni model percipirane vrijednosti usluga i njegovih utjecajnih faktora, kao što su percipirana cijena i percipirana kvaliteta usluga, te posljedica, zadovoljstvo i odanost korisnika.Metodološki pristup -Za potrebe empirijskog istraži-vanja razvijen je mjerni instrument te testirana njegova valjanost i pouzdanost. Korišteni mjerni instrument provjeren je kroz eksplorativnu faktorsku analizu, konfi rmatornu faktorsku analizu te strukturalno modeliranje. Strukt uralni model s pet refl ektivnih konstrukata analiziran je kako bi se testirale direktne i indirektne veze među konstruktima.Rezultati i implikacije -Rezultati potvrđuju medijacijsku ulogu percipirane vrijednosti u odnosu percipirane cijene i percipirane kvalitete te zadovoljstva i odanosti korisnika kod usluga u bankarskome sektoru.Ograničenja -Kako su rezultati istraživanja direktno relevantni isključivo korisnicima bankarskih usluga i marketinškim menedžerima u bankama, treba se uzeti s oprezom generalizacija rezultata na druge usluge osim bankarskih.Aleksandra Pisnik, Jasmina Dlačić, Borut Milfelner 192 Vol. 28, No. 2, 2016, pp. 191-212 Originality -This paper extends existing knowledge with both direct and indirect eff ects among researched concepts, and shows the importance of perceived service value in achieving satisfi ed and loyal customers in retail banking services.Keywords -perceived service quality, perceived price, perceived value, customer satisfaction, customer loyalty, retail banking services Doprinos -Ovaj rad zasniva...

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Service quality in the banking industry: an assessment in a developing economy

Cited by 225 publications

References 21 publications

Study of Customer Satisfaction in the Banking Sector in Libya

Study of Customer Satisfaction in the Banking Sector in Libya

Functional Service Quality Satisfaction of Islamic and Conventional Credit Card Users in Malaysia

The Importance of Perceived Service Value in Retail Banking Services

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