Banking Service Quality Research Articles

Pengaruh Kualitas Pelayanan Bank Syariah Terhadap Kepuasan Mahasiswa Sebagai Nasabah Bank Syariah

Islamic banks, as the name implies, are banks based on Islamic law (sharia) which do not run an interest system in their operations because this is considered a ribawi mechanism. In carrying out its operations, Islamic banks take profits by using a profit-sharing system. The operational activities of Islamic banks do not only focus on raising and channeling funds, but service quality is also an important factor in maximizing profits. The purpose of this study is to determine whether the quality of Islamic bank services has an influence on student satisfaction as Islamic bank customers. And this research consists of two variables, namely service quality and customer satisfaction. This research method uses quantitative methods with regression tests given to 40 respondents with 10 questions.

Pengaruh Disiplin, Kompetensi Dan Kinerja Karyawan Terhadap Kepuasan Pelanggan PT.Bank Perkreditan Rakyat Shinta Daya Yogyakarta

Bank Perkreditan Rakyat (BPR) is one of the formal Microfinance Institutions (LKM). From the function of human resource management (HRM), to realize BPRs can become banks that play an important role in the economic development process, one of which is through institutional strengthening, namely by improving the quality of human resources including discipline, competence, and employee performance to improve the quality of bank services to customers. and to strengthen good corporate governance (GCG). The purpose of this study was to determine the effect of discipline, competence and employee performance on customer satisfaction at PT. People's Credit Bank Shinta Daya Yogyakarta. Based on the results of data analysis, it can be concluded that: partially employee discipline has a positive and significant effect on customer satisfaction; Employee competence has a negative and significant effect on customer satisfaction; Employee performance has a positive and significant effect on customer satisfaction; and simultaneously Discipline, Competence and Employee Performance have a positive and significant effect on customer satisfaction.

The Influence of Product Diversification, Service Quality, and Risk Management of Islamic Banks on Money Market Stability in Indonesia

This study investigates the effect of Product Diversification, Risk Management, and Service Quality of Islamic banks on Money Market Stability in Indonesia. Using quantitative analysis based on Structural Equation Modeling with Partial Least Squares (SEM-PLS), data were collected through a survey of Islamic bank customers. The results reveal significant positive relationships between Product Diversification, Risk Management, Service Quality, and Money Market Stability. Product Diversification positively influences Service Quality and Risk Management, while Service Quality and Risk Management, in turn, positively impact Money Market Stability. The findings underscore the importance of adopting comprehensive strategies to enhance the stability of the money market in Indonesia's Islamic banking sector. These insights have implications for practitioners, policymakers, and researchers aiming to promote financial stability and inclusivity in Islamic finance.

The Role of Banking Service Quality in Improving Financial Performance in a Sample of Iraqi Banks

This study aims to demonstrate the importance of the quality of services in the selected banks according to their dimensions in their financial performance. In this study, we relied on a questionnaire to demonstrate this effect, where 133 questionnaires were distributed and by relying on the SERVQUAL model with its five dimensions (tangibility, reliability, responsiveness, guarantee and empathy). The study found a very close relationship between the quality of banking service and the level of financial performance of the sample banks. The research, which means the validity of the hypothesis, while the study recommended the necessity of working on developing the tangible physical aspects of expanding the modernization of banking devices and programs and developing them continuously, in addition to providing appropriate waiting places for customers during the review of expenses to complete their work, as well as paying attention to the necessity of rapid response and meeting customers’ requirements by raising the level of Services provided and providing appropriate guidance to customers as well as providing banking staff providing banking services with direct contact with customers.

The Influence of Mobile Banking Service Quality and Trust on Customer Satisfaction of Indonesian Sharia Bank (BSI KC Bandar Lampung Diponegoro)

This study aims to determine the effect of mobile banking service quality and trust on customer satisfaction either partially or simultaneously. The data used in this study is primary data obtained directly from the answers of 80 respondents (customers of Bank Syariah Indonesia Kc Bandar Lampung Diponegoro), who downloaded and used the Bsi Mobile Banking application as a transaction medium. The analytical method used is the multiple linear regression analysis method. Based on the results of the study it is known that the variable quality of mobile banking services influences customer satisfaction from the t value greater than t table 7.274 > 1.994. For the calculated t trust variable, it is 3.431 > 1.994. This indicates that the trust variable has a significant influence on customer satisfaction. And on the results of the simultaneous test, the two variables together have a significant influence on customer satisfaction with f count greater than f table of 289.776 > 3.15. In the coefficient of determination test (R2), the variation of the independent variables used in the model can explain 88.3% of the dependent variation. Keywords: service quality, mobile banking, trust, customer satisfaction

Bank Specific Factors, Macroeconomic Variables and Market value of Nepalese Commercial Banks

The present research has been carried out to identify the relationship and impact of bank specific factors, macroeconomic variables on the market value of Nepalese commercial banks. This research is based on descriptive cum causal research design with quantitative data from secondary sources. The study adopts panel regression to capture both cross sectional and longitudinal data characteristics and employs ordinary least square model with 120 observations of 20 commercial banks as entire population from the period of 2016/17 to 2021/22. The study reveals that banks with higher loan growth and size tend to maintain efficient market value, yet careful lending areas selection are crucial to mitigate no performing loan risk, which can decrease profitability and increase market risk. Higher non-interest income to non-interest expenses, operating revenue to operating expenses are major dimension to increase the market value. Book value per share and dividend payout ratio reflecting investor confidence in the bank’s net worth and consistence return. The banks might adopt the strategy of diversifying lending portfolio, introduce non-interest income generation program along with increases the size and operation of the activities. The bank could follow the policy of increasing cash and stock dividend through higher profit. The study focuses on selected bank specific and macroeconomic factors without considering fixed/random and structural model. Future studies aim to employ in identifying causal link between bank factors, service quality and market value with different panel data model.

Service Quality and Customer Satisfaction with Commercial Banks in the Nawalpur District

The degree to which a consumer feels that a person, business, or organization has successfully delivered a good or service that satisfies their demands in the circumstances in which they are aware of utilizing the good or service is known as customer satisfaction. The specific objectives of this study are to assess various aspects of service quality provided by commercial banks in Nawalpur, to determine and compare the extent of customers’ satisfaction with the quality of banking services based on different constituent factors, to identify the bank-related factors which influence the service quality. This study is based on primary sources of data. The primary data analysis used different statistical tools like Cronbach's alpha, mean, correlation, and regression analysis. The major conclusion of this is that the level of quality service delivery and its effect on customer satisfaction at commercial banks in Nawalpur. Generally, the responses to service quality dimensions used to measure the performance of the banking services provided by commercial banks in Nawalpur are relatively high.

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.