Impact Of Service Quality Dimensions Research Articles

Impact of service quality dimensions in internet banking on customer satisfaction

This study explores service quality dimensions in Internet Banking in the State of Kerala (India) and investigates the effect of these dimensions on customer satisfaction. The service quality dimensions identified were Website attributes, Reliability, Responsiveness, Fulfillment, Efficiency, and Privacy and Security. All the dimensions except efficiency and website attribute dimensions were found to influence customer satisfaction. The findings of the study have managerial implications for banks to better promote Internet Banking among their customers by enriching these service quality dimensions. The study calls for the need to exude confidence among the users that their personal information is secured and protected in the bank’s website and that their bank will not misuse their personal information. The study highlights the necessity for banks to have a pool of highly responsive bank employees who can respond quickly and professionally to all the requirements and complaints of customers.

Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran

Given the importance of customers in the banking industry, this paper examines the effects of service quality dimensions on customer satisfaction and loyalty. Therefore, in line with how service quality dimensions in a bank forms customer satisfaction and loyalty, it has been tried to identify the constructs of each dimension to the directors and heads of Bank Mellat to help them design and implement appropriate and effective strategies to make their customers loyal. The population of this study is customers of selected branches of Bank Mellat in Iran and the samples consist of 150 of these people and the data have been collected by questionnaires. The sampling approach used to select these people was availability sampling method. After the analysis using structural equation modeling, GFI value equal to 0.93, NFI equal to 0.95, CFI equal to 0.98, RMSEA equal to 0.068 were obtained all of which were acceptable in the range and the model was validated. The results of this study indicate that the dimension of responsiveness has the greatest impact on customer satisfaction and loyalty. Among the dimensions of service quality, two dimensions of reliability and empathy didn't have significant impact on customer satisfaction.

Impact of service quality dimensions on the formation of customer value in B to B services

PurposeCustomer and value‐oriented business strategies are increasingly important in the context of business to business services. However, little is known about the construction of customer value of B to B services. Also the influences of specific dimensions of service quality on customer value are open to debate. This study aims to explore the construction of customer value of B to B services, and to examine how specific dimensions of service quality contribute to customer value.Design/methodology/approachThe research data consists of 90 questionnaires which were collected through the structured interview method among Finnish business organizations. Hypothesis testing was conducted through linear multiple‐regression analysis.FindingsThe results suggest that customer value of B to B services is composed of attribute and consequence level elements. Reliability, responsiveness, and assurance were found as the key contributors of consequence level customer value. Attribute level customer value is affected by empathy, responsiveness and assurance dimensions of service quality. Thus, by focusing on right dimensions of service quality organizations are most effectively able to cultivate customer value.Originality/valueThe study identifies the dimensional structure of customer value and suggests a detailed method to investigate the relationship between service quality and customer value.

The Impact of Service Quality Dimensions on Consumers Behavioural Intention in Rural Banking

Although numerous studies emphasize the importance of service quality in commercial banking, the study on rural consumer behaviour in services marketing has been inadequately captured by previous empirical research. The purpose of this paper is to examine the quality of services in rural banking and its impact on customer satisfaction and their behavioural intention. The study proposes a new model for assessing the impact of quality in rural banking on customer satisfaction and their behavioural intention based on SERVPERF scale. A comprehensive scale will be developed to measure the quality of services, customer satisfaction and behavioural intention. The study reveals that the important discriminant quality factors among lower income and higher income groups in rural banking are service quality and functional quality. The highly influencing quality dimensions on the customer satisfaction and behavioural intention are service quality and personnel quality. Hence the study underlines the importance of internal service quality (personnel quality) to deliver better service quality to their customers and makes them satisfied. On the basis of customers' satisfaction, the bankers can create positive behaviour intention among their customers.

A comparison of service quality in the banking industry

PurposeTo analyze and compare service quality in the commercial banking sector of a small island economy – Cyprus and to investigate the relationship between overall bank customer satisfaction in the Turkish‐ and Greek‐speaking areas of Cyprus and positive word‐of‐mouth about their banks.Design/methodology/approachA total of 268 commercial bank customers responded to a Greek and Turkish translated version of the SERVQUAL instrument. After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth.FindingsThe responsiveness dimension failed to load and thus the SERVQUAL scale proved to be of a four‐dimensional structure in this study. Research results revealed that the expectations of bank customers in both areas were not met and that the largest gap was found in the empathy dimension. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word‐of‐mouth.Research limitations/implicationsThere were some difficulties in conducting interviews in the Greek‐speaking area of Cyprus and this may have limited the potential sample size. Future research could test the generalizability of findings in other small island economies and look at how the service is delivered by frontline employees.Practical implicationsHelps banks in both areas of Cyprus to redefine their corporate image to one that is customer‐focused and driven by service quality. Findings are also significant for the Turkish‐speaking area which is not at the same level of economic development as its neighbours in the south and needs to restructure its banking system before accession to the EU.Originality/valueThis study investigates service quality in a small island economy. There is disparity in the banking sector of a divided Cyprus, where banks in the South have undergone significant restructuring before EU accession and banks in the North are affected by the economic crisis and need to restructure if they want to join the EU.

Customer service quality in the Greek Cypriot banking industry

PurposeTo measure the service quality perceptions of Greek Cypriot bank customers and to examine the relationship between service quality, customer satisfaction and positive word of mouth, in the light of changing bank market dynamics due to EU accession.Design/methodology/approachA total of 260 retail bank customers responded to a Greek translated version of SERVQUAL. After descriptive and factor analysis, multivariate regression analysis was used to estimate the impact of service quality dimensions on overall customer satisfaction and the impact of satisfaction on positive word of mouth.FindingsThe SERVQUAL scale proved to be of a three‐dimensional structure in this study. Results revealed that the expectations of bank customers were not met where the largest gap was obtained in the responsiveness‐empathy dimension. Reliability items had the highest effect on customer satisfaction, which in turn had a statistically significant impact on the positive word of mouth.Research limitations/implicationsThere were some difficulties in conducting interviews, which may have restricted the potential sample size. Future research could be directed at how the service is delivered by front‐line employees.Practical implicationsFindings of this study will help Greek Cypriot banks to redefine their corporate image to one that is customer‐focused and emphasizes service quality. The findings will also be important for other countries that need to restructure their banking system as a prerequisite to EU membership.Originality/valueThis study assesses the five‐factor fit of the much debated SERVQUAL instrument to a new country setting, that of Cyprus, whose already developed banking system has undergone significant restructuring prior to EU accession.

Service quality and customer loyalty perspectives on two levels of retail relationships

This study attempts to examine the impact of service quality dimensions on customer loyalty, on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to‐firm (store level). A total of 1,261 surveys were administered to shoppers who were leaving a large chain departmental store in Victoria, Australia. The results showed that service quality is positively associated with customer loyalty, and that the relationship between the two is stronger at the company level, rather than at the interpersonal level. Specifically, among the dimensions of service quality, the most significant predictor of customer loyalty at a company level is tangibles, while the most significant predictor of customer loyalty at an interpersonal level is empathy. Further discussion and managerial implications can be drawn from these findings.

Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking

Understanding the antecedents to and outcomes of customer satisfaction is a critical issue for both academics and bank marketers. Previous research has identified service quality, expectations, disconfirmation, performance, desires, affect and equity as important antecedents of customer satisfaction. The current paper reports findings from a survey which looked into the impact of service quality dimensions and customer expertise on satisfaction. A sample of 167 respondents took part in this study. Findings indicate that both core and relational dimensions of service quality appear to be linked to customer satisfaction. Findings also indicate that expertise is negatively related to satisfaction. The paper discusses implications for bank managers.