Banking Service Quality Research Articles

Persepsi Pelayanan dan Minat Nasabah Bank Syariah Indonesia: Peran Religiusitas Islam sebagai Pemoderasi

This research investigates the functional relationship between customers' interest in using Islamic banking services and service quality by placing Islamic religiosity as a moderator variable. The research sample consisted of 231 financing customers of Bank Syariah Indonesia in Banda Aceh, selected through purposive sampling. Data collection was conducted through a questionnaire, and the data were analyzed using the Moderated Regression Analysis (MRA) statistical model. The research findings reveal that services have a positive and significant impact on customers' interest in using financing services. Similarly, Islamic religiosity also has a positive and significant influence. However, Islamic religiosity plays a negative moderating role in the relationship between customer interest and services. The positive impact of services on customer interest decreases with the increasing level of Islamic religiosity.

Analysis of Factors Influencing Customer Satisfaction and Its Impact on Mobile Banking Customer Loyalty

Various studies have tested customer satisfaction factors in mobile banking services that have a direct influence on loyalty. The main objective of this study is to determine customer satisfaction factors in Mobile Banking Service Quality (MBSQ) services that have a direct and indirect influence on customer loyalty. This study uses a quantitative method approach, the research type design uses descriptive and verification, in testing the research model using the Structural Equation Model Partial Least Square (SEM-PLS) approach. The results of the study show that expense, security, responsiveness, relative advantage, and convenience factors have a direct effect on customer satisfaction, the findings of this study confirm that costs have an indirect effect on customer loyalty through customer satisfaction. Customer satisfaction becomes a process or helps transmit service quality to loyalty in the banking industry. The benefits of this research provide benefits both theoretically and in managerial practice, this research can enrich knowledge related to digital-based banking service marketing strategies, so that it has an impact on customer satisfaction and loyalty, and can increase sustainable competitiveness for the company.

The impact of digital banking service quality on customer loyalty: An interplay between customer experience and customer satisfaction

The purpose of this study is to examine the impact of service quality dimensions on customer experience, satisfaction and loyalty in the context of digital banking in Indian public sector banks. Data collection involved purposeful sampling, resulting in 524 valid survey responses. Psychometric characteristics were examined, and the hypotheses were tested using the Hayes process approach. Statistical analysis was conducted using SPSS 25 and AMOS 22 (structural equation modeling software). The study uses the Cognitive-Motivational-Relational (CMR) theory to examine the dynamics of service quality dimensions (RATER) in the context of digital banking, as well as their impact on customer experience and, ultimately, customer loyalty. The study’s findings reveal that service quality dimensions play a significant role in promoting customer experience. The study emphasizes the importance of customer experience as a predictor of customer satisfaction and loyalty. Customer satisfaction has been identified as a strong predictor of customer loyalty. It has also been identified as a mediating factor in the relationship between customer experience and loyalty. Banks and financial institutions can use these findings to optimize their digital banking services and enhance customer experience. Audits of the quality of digital banking services provided by Indian public sector banks will help them to strategize their operations in a highly competitive and digitized environment to meet the ever-increasing demands of today’s tech-savvy, digitally empowered customers who expect a seamless customer experience, thereby attracting new customers and strengthening the relationships with existing ones.

A Group of Banking Services in Islamic Banks: A Sharia and Economic Study

The banking sector is one of the most important economic sectors in all countries. It represents the backbone of economic life, as it acts as a mediator between savers and investors and provides them with many banking services to meet the requirements of the economic process. This study aimed to define the concept of financial services provided by Islamic banks, their characteristics, and their most key features, while addressing the level of quality of banking services and the extent to which they meet the desires of customers. This study was divided into two sections: Section One: The concept, characteristics, and features of banking services. Section Two: Banking services provided by Islamic banks.

Online Banking Service Quality and Its Impact on Customer Satisfaction

Online Banking Service Quality and Its Impact on Customer Satisfaction

COMPARATIVE ANALYSIS OF SERVICE QUALITY IN PUBLIC SECTOR BANKS AND INDIA POST’S FINANCIAL SERVICES USING SERVQUAL MODEL

Financial services which often involve sensitive transaction such as savings, insurance, loans and investments need to be high in service quality to build trust and credibility among customer. In financial transactions customers need to feel secure that their investments are managed with care and expertise. Service quality of financial services plays a fundamental role to the functioning of modern economies. The present study compares the service quality of Public Banks and India Post Office Financial Services using the SERVQUAL model which assesses five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. The present study employs a cross-sectional survey approach with data collected from 200 respondents through a structured questionnaire. The findings of the study reveal significant differences in service quality perceptions between the public banks and India Post’s financial services. Public Banks are perceived to offer better tangibles and higher levels of empathy compared to India Post which indicates superior physical facilities and more personalized customer services by public banks. However no significant difference in reliability, responsiveness and assurance between the two service providers is found. The study finds a significant positive relationship between service quality dimensions and overall customer satisfaction which highlights the importance of tangibles and empathy dimension in enhancing customer satisfaction. The research intends to shed light on the differences in service quality of public banks and India post. The recommendations based on the study result will help both the service providers to understand customer priorities and enhance their satisfaction.

Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust

Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust

The Influence of Mobile Banking Service Quality on Customer Satisfaction

This study aims to determine the effect of BSI Mobile Banking Service Quality on Customer Satisfaction (Case Study of Students of the Faculty of Islamic Economics and Business, UIN SUMATRA UTARA). The research method used is quantitative. The data source for this research is Bank Syariah Indonesia (BSI) mobile banking customers who are Fakultas Ekonomi Dan Bisnis Islam Students at Uin Sumatra Utara, and uses primary data. By using a collection technique through a questionnaire (questionnaire). The data analysis technique used in this study is to test the quality of the data, namely validity and reliability tests, multiple linear regression tests, and t tests. After going through quantitative procedures, this study obtained the reSumatra Utaralts that Mobile Banking Service Quality had an effect on Customer Satisfaction as evidenced by the correlation test which obtained reSumatra Utaralts of 0.000) <0.05. This means that the service quality variable has a positive and significant effect on customer satisfaction variables. Based on the reSumatra Utaralts of this study, the independent variable (Service Quality) of BSI Mobile has a significant effect on the dependent variable (Customer Satisfaction) of Faculty of Islamic Economics and Business Uin Sumatra Utara students.

The Impact of Strategic Marketing Performance on Educational Service Quality and Student Satisfaction: A Case Study of Imam Al-Kadhim College

Strategic marketing performance holds paramount importance in revealing the structural capital of all institutions, particularly educational institutions, amidst the heightened competition witnessed across various sectors. This competition ranges from market saturation of universities and colleges, whether governmental, private, local, or international, to Arab, regional, and global universities. This research aims to elucidate the impact of strategic marketing performance in its dimensions (marketing message, marketing environment, marketing objectives, marketing and strategic planning strategies, human and material resources) on the quality of educational service represented by the following factors (employees, recruitment, faculty members, institutional image (reputation), college infrastructure, educational material, student activities, admissions and registration, library), and student satisfaction represented by dimensions (satisfaction with teaching, administrative, and technical staff, satisfaction with educational material, satisfaction with institutional image (reputation), satisfaction with college infrastructure) for the study sample (Imam Al-Kadhim College) by preparing a questionnaire encompassing three above-mentioned variables and their key inquiries. The results were extracted, confirming the study hypothesis of the significant effect of marketing strategies on the quality of banking service and student satisfaction at Imam Al-Kadhim College.

Bibliometric analysis of service quality and customer satisfaction in Islamic banking: a roadmap for future research

Purpose This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking. Design/methodology/approach Using a bibliometric approach, this research draws from literature samples retrieved in April 2023 from the SCOPUS database. The sample encompasses 138 articles published between 1999 and 2023, adhering to specific selection criteria. Analytical tools such as R program, VOSviewer and Microsoft Excel were used to categorise the data into three primary domains: productivity, citation patterns and network analysis. These categories further include the identification of research flows and prospective areas for further investigation. Findings The results indicate a substantial surge in publications between 2011 and 2022 involving 372 authors. This study identifies the primary contributors in terms of countries, affiliations, publications, sources and researchers. Seven distinct clusters emerged from the 138 papers, encompassing customer attitude, comparison studies, digital banking, customer loyalty, customer trust, consumer determinants and service quality. Additionally, the study outlines a future research agenda, posing specific research questions. Research limitations/implications Recognising the limitations inherent in focusing solely on Scopus-indexed publications, future studies may benefit from incorporating various databases, such as the Web of Science, for a more expansive exploration of study units. A systematic review of articles on a specific topic could also enhance the comprehensiveness of the study. Practical implications This investigation empowers Islamic bank managers to devise targeted marketing plans, differentiating themselves from competitors. By implementing relevant improvements in operational and service processes, managers can enhance the customer experience, fostering a lasting competitive advantage. For academics, this study lays a robust foundation for further research, encouraging the development of a comprehensive conceptual model and empirical testing. The identification of current research gaps enables researchers to focus on areas that remain underexplored. Originality/value This study not only illuminates critical gaps in existing research but also proposes a research agenda to guide future researchers in remaining pertinent, particularly within the context of Islamic banking marketing.

Service Quality Model for Modern Retail Banks in India – A Questionnaire Development and Validation

With significant changes in the Indian banking sector, private sector and foreign banks greatly emphasise the standardisation of 'high-tech' services and their application in retail banking. The shift in how modern banks are perceived for the quality of their services in recent years has made it more important for scholars and professionals to comprehend its facets. Prior research on this concept has mainly focused on the SERVQUAL model (developed by Parasuraman et. al, 1988). The theoretical contribution of the present study lies in extending the SERVQUAL model to modern retail banks in India. The study starts with identifying and testing dimensions of service quality. Based on the analysis of data collected from 173 customers of different banks, the questionnaire has been found to be reliable and valid for measuring various dimensions of service quality in modern banks in India.

Effect of Electronic Banking Service Quality on Customer Satisfaction in Deposit Money Banks

The study reviewed the effect of electronic banking service quality on customer satisfaction in deposit money banks. The study aims to examine the effect of automated teller machines (ATMs)on customer satisfaction in deposit money banks and to examine the effect of point of sale (POS) on customer satisfaction in deposit money banks. The study's methodology is based on the results of the previous studies; therefore, the paper is conceptual in nature. Moreover, the study found that automated teller machine (ATM) has a positive effect on customer satisfaction and also, point of sale (POS) has a positive effect on customer satisfaction. Therefore, the study concluded that electronic banking service quality has a positive effect on customer satisfaction in deposit money banks based on the findings of the study. The study recommends that banks should find ways of improving their services especially in ATM and POS to provide better satisfaction to their customers, through improvement on ICT and providing more machines to reduce overload in the banking halls.

PENERAPAN METODE WASPAS DAN ROC DALAM PEMILIHAN BANK TERBAIK UNTUK PELAYANAN MOBILE BANKING

Technological developments encourage increased use of banking services via mobile devices. Choosing the optimal bank for mobile banking services is an important challenge in meeting customer needs. This research uses a Decision Support System with the application of the Weighted Aggregated Sum Product Assessment (WASPAS) and Rank Order Centroid (ROC) methods. The WASPAS method helps find positive and negative ideal solutions in solving problems. The ROC method was chosen to reduce the level of subjectivity and uncertainty in determining weights. The weights in ROC are determined based on priority criteria. In this research, 5 alternatives are used, namely BCA Mobile, Livin' by Mandiri, BSI Mobile, BNI Mobile Banking, BRImo BRI, and apply criteria such as security, many enthusiasts, user friendly, rating, and cost. This research aims to provide a comprehensive picture of the quality of mobile banking services provided by various banks so as to help customers choose mobile banking according to the criteria they need. The research results show that BCA Mobile owned by BCA bank is the best alternative with the highest value of 0.940, followed by BRImo with a value of 0.613, BNI Mobile with a value of 0.612, Livin' by Mandiri 0.611, and the lowest value of 0.323 for BSI Mobile. Thus, BCA Mobile is declared the best choice for mobile banking services.

Examining the influence of Saudi mobile banking service quality on customer satisfaction in Saudi Arabian banking industry

Examining the influence of Saudi mobile banking service quality on customer satisfaction in Saudi Arabian banking industry

ELECTRONIC BANKING ATTRIBUTES, CUSTOMER TRUST AND LOYALTY ON CUSTOMER RETENTION-A CASE STUDY AMONG THE CUSTOMERS OF COMMERCIAL BANKS

In today's dynamic banking environment, the adoption of electronic banking services has revolutionized customer interactions with commercial banks. This study investigates the impact of electronic banking attributes, customer trust, and loyalty on customer retention within the context of commercial banks. Using a mixed-methods approach, data was collected from a sample of customers across various demographic segments. The study found that electronic banking attributes, including usability, security, and service quality, significantly influence customer trust and loyalty. Moreover, customer trust was identified as a critical mediator between electronic banking attributes and customer retention. The findings suggest that enhancing electronic banking attributes not only improves customer trust but also fosters loyalty, thereby enhancing customer retention rates for commercial banks. This research contributes to the existing literature by providing empirical evidence of the relationships between electronic banking attributes, customer trust, loyalty, and retention in the banking sector. Practical implications include recommendations for banks to prioritize investment in electronic banking infrastructure and customer trust-building initiatives to strengthen customer retention strategies.

Measuring of Digital Banking Service Quality on Customer Satisfaction with Reference to Bengaluru

Purpose: The study aims at adding to the existing knowledge of how service quality of Digital Banking has an influence on customer satisfaction of Banks in a Metropolitan City like Bengaluru. This will help Banks and policy makers to understand the internet banking dimension and its contribution to customer satisfaction. With the increased usage of Online banking services in India post COVID. India has emerged as the largest user of Online Payment system, there is an increased need to study the service quality of Digital Banking facility. Design and Methodology: An exploratory survey was conducted with the help of Likert Scale Questionnaire conducted to investigate the impact of Digital Banking service quality on customer satisfaction in Bengaluru. Convenience sampling was used, and various kinds of Digital banking customers were approached in Bengaluru. Data was collected from a sample of 216DigitalBanking customers. Descriptive statistics, correlation, confirmatory factors analysis are used to analyze the data Findings: The findings suggest that there is a noteworthy correlation between the characteristics of online banking service quality and the level of customer satisfaction among internet banking users. Customer satisfaction in online banking is attributed to each of the following dimensions: efficiency, system availability, fulfillment, privacy, contact, responsiveness, and contact. Implication of the Study: The Research will help bank Managers, policy makers to focus on these factors which have a great impact on satisfying the customers which will result in better service quality of Digital Banking services which ensure greater usage of banking services and prosperity resulting in greater number of transactions benefiting the economy.

The role of information technology in enhancing the quality of banking service (Applied research on a sample of commercial banks operating in Najaf Al-Ashraf)

The role of information technology in enhancing the quality of banking service (Applied research on a sample of commercial banks operating in Najaf Al-Ashraf)

Customer experience for digital banking service quality in Vietnam

Customer experience for digital banking service quality in Vietnam

Customer Satisfaction and Service Quality in Online Banking - A Dual Challenge

The main aim of this paper is to find out the relationship between the customer satisfaction and service quality. how the customer are satisfied by the quality service provided by the providers ,they should fill the gap between the expectation and perceptions of services regarding the online financial services. For this study convenient sampling is used ,data was collected from 100 respondents where as percentage method considered for this analysis. finally the results shows that the customers are highly satisfied with services of the online banking sector The allover satisfaction of the customers mainly are continues improvement for quality service, easy to access the website, more on saving time is high factor of satisfied ,even though the services are very advanced but there is some dissatisfaction regarding security, and charges for using online services

Banking Service Quality and Its Impact on Commercial Banks' Reputation: An Applied Study at the University of Kerbala

The aim of the research is to determine the impact of banking service quality on the reputation of commercial banks due to the growth and development of banking services, while at the same time, the increase in problems faced by bank customers. The opinions of a group of affiliates at the University of Karbala, consisting of 80 affiliates representing the research sample, were taken. Their opinions were revealed according to the questionnaire model presented to them, which included 20 items distributed across two axes. The results obtained by the researchers through the answers of the research sample indicate the existence of a relationship, impact, and correlation between service quality and the reputation of commercial banks among the affiliates who domicile their salaries and the beneficiaries of the services of these banks.