Banking Service Quality Research Articles

Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Abstract The objective of this study is to examine the structural relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian Banks. The study was conducted on 800 respondents who were users of internet banking services. The independent variables were 1) reliability, 2) responsiveness, 3) accessibility, 4) ease of use, and 5) security. The e-customer satisfaction and e-customer loyalty are independent variables. The study was conducted on 400 Indians and 400 Pakistani who had been availed internet banking services. The theoretical model was assessed using the PLS-SEM technique. The study found overall significant positive relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian banks. The study has managerial implications that the managers of the banks should focus more on the internet banking services for customer loyalty. The study found overall significant relationship in both India and Pakistan, as both are emerging economies. This study intends to fill the void and adds to the literature on internet banking and provides pathways for the researchers working in the domain of banking services. The study provides recommendations for the top level of management and bank branch managers as well.

The Impact of Business Process Reengineering on the Quality of Banking Service: An Analytical Study in Public Commercial Banks in Iraq

The current research aims to test the impact of business process reengineering on the quality of banking services in public commercial banks owned by the state in Iraq. It also aims to identify the level of interest of AL- Rafidain Bank, Rashid Bank, and Trade Bank of Iraq in the research variables, in an attempt to provide a set of recommendations to contribute to improving managerial practices. The research adopted a descriptive-analytical approach in completing its chapters and sections. The study was conducted in public commercial banks in Iraq, which constituted the research population. The purposive stratified sample consisted of 170 respondents from the leadership positions of the three banks (branch managers, department managers, assistant general managers, and general managers). They were given the research instrument "questionnaire," of which 150 were valid. The questionnaire was supplemented with interviews and additional data. The researchers analyze the preliminary data, relying on descriptive and analytical statistical methods. The statistical tests included normality tests, exploratory factor analysis, confirmatory factor analysis, validity and reliability tests, mean, coefficient of variation, standard deviation, simple linear regression, and multiple regression to test the hypotheses representing the main research questions. The research findings showed a statistically significant impact of business process reengineering on the quality of banking services. Paper type: Research paper.

Strategy on Improving Bank Service Quality by Strengthening the Construction of Spiritual Civilization

To better implement the financial reform under the new situation and ensure the national security of people’s economic property, this paper takes the construction of the spiritual civilization of bank staff as the starting point and further expounds how to achieve a leap in the quality of bank service by strengthening the construction of spiritual civilization from the aspects of system construction, strategic thinking, strategic responsibility, and so on, as a reference and discussion of the industry.

The Impact of Quality of Banking Services on the Customer Satisfaction in Small and Medium Banks

The study aims to test the nature of the association between the quality of banking services and its role in achieving customer satisfaction. This study tested the quality of banking services in south Asian countries and identified the various relative importance’s representing the quality of banking services. The study included a purposive sample of commercial banks from 139 individual banks, and the study used statistical software STATA to analyse the results. The results presented that there is a positive and important association among the quality of banking services and customer satisfaction. As a result of these challenges, it has become necessary for banking organizations to take into account the philosophy of customer satisfaction, which provides them with a competitive advantage that contributes to achieving high level of profitability.

A Study on Perceived Service Quality of Customers in Commercial Bank

In the present scenario, "Customer is the king" and the participation and satisfaction of customers plays a vital role in the banking sector. Customer's expectation, customer satisfaction and service quality are interrelated. In order to meet the customer's expectation and to satisfy the customers, banks will have to improve their service provided to the customers. In the light of the present study bails at evaluating the level of service quality is in commercial Banks in Thrissur district. The study also attempts to ascertain the dimensions of service quality in Banks. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles.With respect to customer services there are notable perceived differences. Hence this study on customer service quality of commercial banks looks for bringing out the differences between perceptions of customers of these banks. This study is descriptive and analytical in nature. The collected data is analyzed by obtaining the mean scores of the various servqual dimensions both for expectations and perceptions. Such mean scores are compared with each other to find the gaps between expectations and perceptions. The service quality gaps of customers of various types of banks are compared.Further these gaps are cross tabulated with the profile of consumers. The research proves that empathy and responsiveness plays the most important role followed by tangibility, assurance, and finally the bank reliability. The present study reveals that Reliability and Tangibility as dimensions of service quality provides its main influence to the customers. The customers also feel that bank to be reliable and dependable. But both the parameters Reliability and Empathy show a lower level of satisfaction to customers..

Investigating the dynamics of FinTech adoption: an empirical study from the perspective of mobile banking

PurposeFinancial technology (FinTech) is experiencing transformation because artificial intelligence has become the new norm to enrich the experiences of individuals in this modern era of technological advancement. The article utilizes the stimuli-organism-response (SOR) framework to investigate how individual attitudes and behavioral intentions influence the adoption of FinTech, particularly in mobile banking.Design/methodology/approach433 respondents participated in the self-administered survey to answer questions related to demographic profiles and items to assess the variables adopted in the conceptual framework. The study applied “partial least squares structural equation modeling” PLS-SEM to analyze the data.FindingsA structural equation model indicates that perceived usefulness and ease of use significantly affect attitude and behavioral intention. Moreover, the outcomes show that perceived value and social influence significantly influence, while perceived risks and performance expectancy insignificantly affect behavioral intention. Further, the outcomes also confirm that attitude and behavioral intention substantially influence mobile banking adoption.Practical implicationsThe article provides insights for practitioners to improve and assess the quality of mobile banking services by using proposed antecedents that may increase the actual use of FinTech services, which serves as a valuable resource for stakeholders.Originality/valueThe new research model adds to the existing literature by offering empirical evidence of mobile banking adoption by considering three theories. Further, the study builds upon the S-O-R framework that incorporates FinTech attributes to explain the antecedents of the actual use of FinTech towards mobile banking adoption.

Factors affecting the quality of Mobile banking services of SHB in Dong Nai province

Developing Mobile banking services for commercial banks is an urgent issue to meet the needs of the people, especially in the context that Vietnamese Government wants to promote the process of non-cash payments, with fierce competition in the market and fundamental similarities between banking services. Providing high-quality Mobile banking services is challenging for Vietnamese banks today. Among 520 customers surveyed using Mobile banking services at the SHB Dong Nai branch, the study collected 494 votes, a rate of 95.00%. The research results show that the six factors are arranged in order of priority for implementing policy implications from high to low. Reliability (0.427), cost perception (0.407), responsiveness (0.313), empathy (0.189), tangibles (0.152), and competence (0.114) are the beta coefficients normalized from highest to lowest. These research results have implications for policymakers who need to prioritize implementation.

Persepsi nasabah tentang kepuasan dan loyalitas terhadap kualitas layanan di BMT Sukosari

BMT is one form of microfinance institution in Indonesia, this institution is present to develop productive businesses of small and medium economic actors and improve the economic quality of the community in the context of poverty alleviation efforts and support the financing of economic activities, this study aims to determine customer perceptions of the quality of Islamic banking services, investigate the perceptions of Islamic bank users in Sukosari and the reasons they are interested or not Using Islamic banking whether because of sharia considerations or quality. The data collection technique was carried out by distributing questionnaires to 60 BMT Sukosari customers. The sampling technique uses purposive sampling. This research is a quantitative research with multiple linear regression data analysis tools with the help of SPSS software version 15.0. The results of this study show that there is a positive and significant influence of customer satisfaction and customer loyalty simultaneously on customer perceptions regarding the quality of service KSPSS BMT Sukosari Branch. Based on the results of simultaneous tests obtained fcalculate values of 46.349 > ftable 3.16 with significant results less than 0.005, which means proving Ha3 is accepted and HO3 is rejected. The results of the coefficient of determination (R2) test with an Adjusted R Square (R2) value of 0.606 or (60.6%) mean that the variables of customer satisfaction and customer loyalty have a significant effect on the perception of service quality of KSPSS BMT Sukosari Branch

Analisis Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Bank BSI KCP Imam Bonjol Meulaboh

The development of information and communication technology requires the banking industry to compete tightly in product innovation and electronic banking services. BSI Mobile banking has experienced complaints from people throughout Indonesia. Then, to overcome this problem, BSI informed that system maintenance was being carried out on the e-Channel service and it would return to normal. This research was studied to determine customer satisfaction so that the bank can improve the quality of BSI KCP Imam Bonjol Meulaboh Mobile Banking services, using concepts or ideas (Cronin & Taylor, (1994) to measure customer perceptions of service quality, five dimensions were used, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (insurance) and empathy (empathy). This research method, namely a quantitative research method. The results of this research explain that There are two variables that have a significant effect on customer satisfaction, and there are three variables that have no effect on mobile banking customer satisfaction at BSI KCP Imam Bonjol Meulaboqmaqlevel of satisfaction of mobile banking customers at BSI KCP Imam Bonjol Meulaboh are reliability, assurance and emphty.

ASSESSING THE CURRENT STATE OF SERVICE QUALITY IN GEORGIAN BANKS

In the article - “Assessment of the current state of service quality in Georgian banks” - the quality of customer service by banks “Alpha” and “Beta” is considered from 3 positions according to its individual components. As a rule, the bank's services are studied and evaluated by the bank's management, employees and customers. Each of them has its own evaluation criteria. For this reason, it is very difficult, often impossible, to compare and evaluate the results obtained. This especially applies to the criteria of the bank itself. The article evaluates the service quality of two Georgian banks - "Alpha" and "Beta" banks from the positions of clients and employees, using a 7-point scientific Likert scale. The calculation is carried out by assigning points to individual quality components, and then calculating the integral index of satisfaction based on them. The quality of customer service by the banks involved in the research is estimated as average. Irregularities exist in both banks, however, the service quality of Beta Bank is better than that of Alpha Bank. Keywords: Service quality; Commercial bank; Personnel; Clients; Satisfaction; Integral index of satisfaction.

Empathy of Bank Employees and Its Influence on Service Quality of Banks: Evidence from the Knowledge Economy of Kerala in Digital India

ICT is being aggressively promoted by the Govt. of India (GOI) as part of its ‘Digital India’ and such other policies like JAM. In this ICT-thrust era in Digital India, ‘Empathy’ aspect of service quality of banks is studied in this paper, focusing on housing finance segment-a national priority. ‘Housing for All’ is a national goal of the GOI and topmost priority is being accorded to housing sector by the State and Union Governments and also by the regulatory bodies like National Housing Bank (NHB) and Reserve Bank of India (RBI). This study is based on the feedback from 600 housing loan customers of banks in Kerala – a State that strives to turn into a ‘Knowledge Economy’ or ‘Digital Kerala’ in the context of ‘Digital India’. This paper makes an empirical study of the service quality in respect of the housing finance business of banks with a focus on the empathy of staff. It observes that even in this ICT era, a real ‘Willingness to help’ and other empathy values for the bank staff and also a ‘Human touch’ in their deals are vital for success.

PENGARUH KUALITAS PELAYANAN MOBILE BANKING TERHADAP KEPUASAN NASABAH PADA BANK BNI KANTOR CABANG PEMBANTU DUREN TIGA JAKARTA

The sampling technique used in this research was the author's use of random samplingtechnique or by random method, all employees were a population of 162 and weresampled using the Slovin formula in Husein Umar, 2017, obtaining only 62 samples.Based on the results of the regression analysis, it turns out that the mobile bankingservice quality variable can significantly increase customer satisfaction, the equationvalue Y = 7.298 + 0.777 the ttable value in (60) is = 1.671, then Ho is rejected andHa is accepted, meaning there is evidence that mobile banking service quality has avery significant influence on customer satisfaction. Based on the analysis results, thereis a positive influence of mobile banking service quality on customer satisfaction, avalue of 0.844 is obtained, so it can be concluded that the influence is very strong orthe Coefficient of Determination (KD) value is: 71.2%.

Pengaruh Penanganan Komplain terhadap Kepuasan Nasabah pada Baitulmaal Muamalat Medan

This study aims to analyze the effect of complaint handling on customer satisfaction at Baitulmaal Muamalat Medan. Customer satisfaction is an important indicator in evaluating the quality of banking services and can affect customer loyalty and retention. Effective handling of customer complaints is a key factor in increasing customer satisfaction. This research uses a survey method by distributing questionnaires to Baitulmaal Muamalat Medan customers. The research sample consisted of 200 randomly selected customers. The collected data were analyzed using multiple linear regression techniques to test the relationship between complaint handling and customer satisfaction. In addition, descriptive statistical analysis was also carried out to analyze the characteristics of respondents. The results showed that complaint handling has a significant positive influence on customer satisfaction at Baitulmaal Muamalat Medan. This finding shows the importance of implementing effective complaint handling practices in Islamic financial institutions. Customers who are satisfied with the complaint handling provided have a tendency to remain loyal customers.

Customer Satisfaction on Service Quality (With Special Reference to State Bank of India in Visakhapatnam District)

The rapid modernization of information technology and increasing competition in the financial sector has changed the landscape of the financial industry in recent decades. In most of the cases new technologies adopted in the financial industry gave the customers more freedom and convenience than ever. In the era of steep competition, the superior service quality is the vital, critical factor which can differentiate and improve organization’s performance. There is enough evidence that demonstrates the strategic benefits of quality in contributing to market share and return on investment. Measuring service quality in the service sector particularly in the banking sector is more difficult than measuring the quality of manufactured goods. Moreover satisfaction of customer depends upon service quality and service quality is increasingly offered as a strategy by marketers to position themselves more effectively in the market place. Therefore, the paper largely focuses upon the service quality through the SERVQUAL model in the select bank of select region and the methodology of the study is purely based on the primary data by conducting survey to identify customer satisfaction on service quality in the select bank.

Measuring bank service quality and recommendations for improvement: A case of Indonesia

The purpose of this study was to assess service quality and recommend improvements to the Indonesian Islamic Bank. A modified bank SERVQUAL and Service Performance Control Matrix (SPCM) were used in this study. The service quality was evaluated based on customer perceptions and their desired and minimum levels of expectations. This study used a set of questionnaires with a 35-item scale comprising seven dimensions: effectiveness and assurance, access, price, tangibles, service portfolio, reliability, and compliance. The data was collected using a survey, and 193 responses were received. The findings disclosed that the bank customer's perception of the service provided exceeded their minimum expectations but fell short of their desired expectations. By mapping the service performance into the matrix, it was determined that no services fell within the excellent zone, three services were classified in the problematic zone, and the majority of services fell within the improvement zone. The focus was placed on the problematic zone, which consisted of an insufficient number of bank tellers, a lengthy line, and inadequate parking space. However, no Islamic compliance issues were discovered within the problematic zone. Several recommendations were made to bank management to address the service problems, including encouraging customers to use digital banking services, expanding the number of drive-thru Automated Teller Machines (ATMs), and examining the appropriateness of bank staff engaging with customers, particularly during the busiest period of the month.

Chatbot Service Quality in Banking : Analyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value

Chatbot Service Quality in Banking : Analyzing Indian Banking Customer Perceptions and Influence on Customer Satisfaction and Value

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS IN NORTHERN REGION OF BANGLADESH

Banks must deliver high standards of service quality in order to achieve high levels of customer satisfaction; as now-a-days service quality is considered the cornerstone of customer satisfaction. This study has used SERVQUAL to determine service quality of commercial banks operating in the northern region of Bangladesh and the impact of these dimensions on customer satisfaction is then assessed. Primary data has been collected with a structured questionnaire of five-point Likert scale from 200 customers of commercial banks and analysed using SPSS software. Our empirical findings show a strong correlation between customer satisfaction and independent variables, the five dimensions of service quality. This study would give managers a comprehensive understanding of how to create service marketing plans and policies based on consumer perceptions, enabling banks to achieve long-term objectives. Also, the findings of the study could assist commercial banks in developing strategy for providing services that will satisfy customers.

Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention: a post pandemic customer perspective

Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention: a post pandemic customer perspective

Employing the Six Sigma (SS) methodology to reduce the costs of banking service quality: An applied research in Gulf Commercial Bank

Due to the economic and technological developments in the business environment and the increasing competition, economic units seek to adopt modern management methods in order to keep up with these developments and achieve their goals by providing high-quality products and services at a low cost to satisfy the customer, enhance their competitive position, and increase their profits. One of the modern management techniques that has been successful when applied for the first time in Motorola is the Six Sigma methodology, Eaten search , Theoretical and practical aspects of which were interconnected by the presence of a solid relationship between Six Sigma and banking service . The theoretical side touched on the most important concepts of the technology Six Sigma, which is (the concept and definition of Six Sigma, the stages of its application, its advantages), the quality of the banking service which is (the concept of the quality of the banking service, its dimensions, its importance, its advantages, and the relationship between the application of the hexagon and the quality of the banking service) .

JUMLAH ATM DAN INDIKATOR EKONOMI: STUDI KASUS PADA OECD-16

The OECD countries are countries that have rapid digital development, so this study aims to examine the influence of commercial bank branches, inflation, and broad money on the number of Automated Teller Machines (ATMs) in the OECD-16 countries during 2017-2020. This research uses a quantitative approach with panel data regression analysis method. The results of the study show that commercial bank branches has a positive and significant influence on the number of ATMs, while broad money has a negative and significant influence. Meanwhile, the inflation variable does not have a significant influence on the number of ATMs. This research is expected to provide a positive contribution to the banks in improving the quality of banking services that support the needs of customers by ensuring the level of security and comfort of customer transactions, as well as providing development of ATM features.