Abstract
The study examined the nature of factors that influence customer’s perception of service quality provided by Finance Bank Zambia Plc. is a private sector indigenous bank in the country. This is an analytical study based mainly on the primary data collected through a scientifically developed questionnaire and secondary information sources. Based on the outcomes originating from the literature review, this research has used a modified SERVQUAL scale. The questionnaire to customers was administered on a sample size of 357, chosen on a convenient basis across the branch network. These statistical methods used are as follows: frequencies - to describe the respondent’s characteristics; means - to identify level of perception (questionnaire statements); Independent-Samples T-Test - to identify the significance of differences in the means of retail customers and branch staff perceptions of service quality; factor analysis: to identify the differences between customers and bank branch staff in terms of the degree of importance they attached to various dimensions of service quality and Cronbach’s coefficient alpha test: to examine scale reliability and internal consistency. All factors namely tangibility, responsiveness, empathy, assurance, image, convenience reliability, access and ATM effectiveness qualified to be designated as important because their mean index scores were above 2 and 50% or more of respondents affirmed them to be either 4-very important or 3-important.
Highlights
The banking sector is the backbone of any financial system of the economy
H20: There is no significant difference in influence of different factors on customer’s perception of service quality
There is no significant difference in influence of different factors on customer’s perception of service quality and there is no difference in perception of service quality between customers and bank branch staff
Summary
The banking sector is the backbone of any financial system of the economy. Commercial banks play an important role in the development of Zambian economy through mobilization of resources and their better allocation. Service quality has continued to gain importance due to its unique characteristics involving intangibility, inseparability, variability and perishability. Service quality has become a principal competitive weapon in the banking industry. Quality on the other hand, is differentiable and stems from the expectations of customers. It is necessary to identify and prioritize the customers’ expectations for service quality and incorporate the expectations into a service process for improving quality. The key variables in meeting customer expectations begin with identifying the specific characteristics of service quality as perceived by the customer who defines the nature and importance of service quality
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