The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

Kheng, Lo Liang; Mahamad, Osman; Ramayah, T.; Mosahab, Rahim

doi:10.5539/ijms.v2n2p57

Cited by 225 publications

(218 citation statements)

References 36 publications

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“…With regards to evaluation of particular ATM usage experience, studies have found that customers are satisfied with ATM banking in Malawi (Mwatsika, 2014), Pakistan (Khan, 2010), India (Komal, 2009) and Malaysia (Kheng, et al, (2010). However, not many studies have looked into whether satisfaction with ATM banking performance translates into satisfaction with the bank.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Mwatsika¹

2016

IJBER

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Automated teller machine banking has become a significant channel for banking products and services behind branch banking in Malawi and banks continue to invest in new and efficient technologies that can handle more functions that include cash depositing to attract more customers and achieve customer satisfaction with the banks. 353 respondents participated in this study to assess the impact of Automated teller machine banking performance on customer satisfaction with banks. The study adopted a performance only approach to measuring customer satisfaction. A self administered questionnaire containing multi-dimension and multi-attribute Likert measurement scales was used where respondents rated the performance only and their satisfaction with Automated teller machine banking and satisfaction with their respective banks. Using SPSS, regression analysis of satisfaction with Automated teller machine banking performance and satisfaction with the bank was conducted and the results indicate that performance of automated teller machine banking has 40 percent predictive capability of customer satisfaction with the bank. The study further found that despite influencing customer satisfaction with the bank, Automated teller machine banking has no capability to attract customers to switch banks. Therefore banks could improve their customer satisfaction ratings through improvements in Automated teller machine banking services but where the banks wish to attract customers from rivals, alternative marketing strategies should be sought.

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Section: Customer Satisfactionmentioning

confidence: 99%

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Mwatsika¹

2016

IJBER

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“…Hasil Penelitian ini tidak mendukung penelitian Nurul Qomariah (2012) yang menyatakan kepuasan mahasiswa tidak berpengaruh terhadap loyalitas nasabah, karena nilai signifikasi sebesar 0,9 namun selaras dengan hasil penelitian yang dilakukan oleh Kheng, Mahamad, Ramayah, and Mosahab (2010) dengan nilai koefisien 0,00. Jika dikaitkan dengan loyalitas nasabah, maka kualitas pelayanan berperan sebagai variabel pendahulu bagi terciptanya kepuasan nasabah (Dick dan Basu, 1994 …”

Section: Pengaruh Kepuasan Mahasiswa Secara Tidak Langsung Terhadap Lunclassified

Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty

Subagiyo

Adlan

2017

Jurnal Ekonomi Modernisasi

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The objective of the study was to analyze: (1) the influence of service quality factors directly and significantly to the satisfaction, (2) direct and significant influence of service marketing mix factor on student satisfaction, (3) the influence of service quality factor indirectly on the loyalty; (4) the influence of service marketing mix factor indirectly to loyalty, (5) the influence of student satisfaction factor directly to student loyalty. The research method used in this research was quantitative type explanatory research, sampling technique used was purposive sampling that was active student of Banking Syariah IAIN Banking Tulungagung as much as 320 students. Analysis technique using path analysis. The result of this research was service quality had a significant effect to student satisfaction, marketing mix had significant effect to student's satisfaction, service quality had no significant effect to student loyalty, marketing mix had significant influence to student loyalty and student's satisfaction had significant effect to student loyalty.Keywords : Service Quality ; Marketing Mix, Student Satisfaction ; Student Loyalty Abstrak Tujuan penelitian ini adalah untuk mengetahui : (1) pengaruh faktor kualitas pelayanan secara langsung dan signifikan terhadap kepuasan, (2) pengaruh faktor bauran pemasaran jasa secara langsung dan signifikan terhadap kepuasan (3) pengaruh faktor kualitas pelayanan secara tidak langsung terhadap loyalitas; (4) pengaruh faktor bauran pemasaran jasa secara tidak langsung terhadap loyalitas (5) pengaruh faktor kepuasan mahasiswa secara langsung terhadap loyalitas mahasiswa. Metode penelitian yang digunakan dalam penelitian adalah kuantitatif research dan jenis penelitian adalah eksplanotry research, teknik sampling yang digunakan adalah purposive sampling yaitu mahasiswa aktif jurusan Perbankan Syariah sebanyak 320 orang. Teknik analisis menggunakan analisis jalur (path analysis). Hasil penelitian ini adalah kualitas pelayanan berpengaruh signifikan terhadap kepuasan mahasiswa, bauran pemasaran berpengaruh signifikan terhadap kepuasan mahasiswa, kualitas pelayanan tidak berpengaruh signifikan terhadap loyalitas mahasiswa, bauran pemasaran berpengaruh signifikan terhadap loyalitas mahasiswa dan kepuasan mahasiswa berpengaruh signifikan terhadap loyalitas mahasiswa.Kata kunci: Kualitas Pelayanan ; Bauran Pemasaran ; Kepuasan Mahasiswa ; Loyalitas Mahasiswa Permalink/DOI : http://dx

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“…In the context of banking services, Bloemer et al (1995) revealed that the reliability and efficiency of service impacts on the level of customers' loyalty. Thus, Kheng et al (2010) found a direct positive connection between quality factors, for example, reliability, empathy and assurance and customer loyalty. Zahork and Rust (1992) argued that modeling perceived quality as an influencing component of customer loyalty as a dependent develop.…”

Section: Relationship Between E-service Quality and E-loyaltymentioning

confidence: 99%

Driving Force of E-Loyalty in Online Banking Sector in the Context of Malaysia

Chowdhury

Othman

et al. 2017

pijss

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The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

Cited by 225 publications

References 36 publications

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty

Driving Force of E-Loyalty in Online Banking Sector in the Context of Malaysia

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