Banking Service Quality Research Articles

A Six Sigma and DEA Framework for Quality Assessment in Banking Services

This study proposes a methodology that combines Six Sigma and Data Envelopment Analysis (DEA) to measure the quality of banking services. The proposed framework emphasizes seven essential quality dimensions: prompt response, efficient channels, fraudulence, processes, dependable service, credibility, customer satisfaction, and risk management. Integrating both techniques enables a holistic approach to quality evaluation and provides valuable information for the banking industry’s continual improvement. To validate the properties of the methodology, we developed a case study involving 25 Colombian banks. Using Six Sigma metrics, DEA models, and slacks analysis, the results provide a comprehensive study of the quality performance, identifying each bank’s relative strengths and weaknesses in several quality dimensions. The data indicate that some banks perform better on quality characteristics such as customer happiness, dependable service, and procedures. However, this study also reveals a promising finding: banks still have the potential for development, particularly in their response time, channel efficiency, fraud, and credibility, offering hope for the future of banking services.

Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

An Analytical Study on Account Holders' Perceptions and Satisfaction with reference to Banking Service Quality Post Merger of selected Public Sector Bank in India

An Analytical Study on Account Holders' Perceptions and Satisfaction with reference to Banking Service Quality Post Merger of selected Public Sector Bank in India

E- Banking Service Quality of Thrift Banks in Nothern Philippines

This study was conducted to determine the assessment of the quality of the e-banking service among thrift banks in Northern Philippines. Data was collected through a questionnaire. A convenience sampling technique was used to select the respondents. The study revealed that the frequency of client’s use of the service in banks played a significant role in their perception of service quality in thrift banks. It was found that online banking has provided excellent service quality in terms of reliability, responsiveness, efficiency, privacy and security, personal need, and site organization, with personal need as the highest, which indicates how thrift banks have prioritized the need of their customers to switch in online banking and incorporated these personal needs as a feature.

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.

An Analytical Study on Account Holders' Perceptions and Satisfaction with reference to Banking Service Quality Post Merger of selected Public Sector Bank in India

Public Sector Banks in India have undergone significant mergers, which enable them to expand their activities, develop further, and strengthen their position as a key sector in the economy. Despite challenges such as rising non-performing assets, increasing frauds, political interference, and favouritism, mergers and acquisitions are graceful to benefit the newly formed banks, the economy, and the industry as a whole. This study examines the impact of recent bank mergers on customer awareness, perceptions, and satisfaction levels, focusing on four major public sector banks: Bank of Baroda, Canara Bank, Union Bank of India, and Indian Bank. Data were collected using structured questionnaires and personal interviews, incorporating 16 variables measured on a five-point Likert scale. The reliability of the data was confirmed with a Cronbach's Alpha value of 0.816, indicating high internal consistency. Analysis using One-Way ANOVA and descriptive statistics revealed significant variations in service quality perceptions across different age groups and bank affiliations, while awareness, digital banking, product/service efficiency, and trust/confidence showed consistent perceptions. The study highlights the positive reception of technological improvements post-merger and provides insights for banks to tailor their communication and service strategies to different customer demographics.

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.

ON THE APPLICATION OF THE CONVERSION METHOD FOR WEBSITE EVALUATION OF POLISH BANKS IN 2022

This article aims to examine the application of the new conversion method for evaluating electronic banking services. The conversion method consists of aggregating the average ratings of the respondents. Its intuitiveness results from the data collection process; the results collected from the respondents are converted using the algorithm presented in this article into the final result. The data was collected in 2022 using the CAWI method. The results of the calculations are compared with the results obtained by the scoring method, and the differences are interpreted. The conversion method reduces the subjectivity of the test results. The results indicate that economic factors have a large impact on users’ opinions about the quality of banking services. This is additionally confirmed by research conducted among this group of customers. The main implication for researchers is to demonstrate the effectiveness of the conversion method in the analysis of electronic banking services.

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