Service Quality In Commercial Banks Research Articles

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..

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.

Technology Affecting the Service Quality of Commercial Banks in Vietnam

Purpose: The study studies the factors affecting the quality of banking services of commercial banks, commercial bank branches operating in Vietnam. The authors proposed policy implications based on research results that improve the quality of commercial banking services. Theoretical framework: Service quality measurement is difficult because of its characteristics: intangibility, heterogeneity, and inseparability. The concept of service quality has been researched and developed in many recent decades through customer satisfaction. Design/methodology/approach: The authors conducted quantitative research in 2 phases. Phase 1 is a preliminary quantitative study: collecting data to check the reliability of the scales in the research model and completed in October 2022. Phase 2 is the official quantitative research: collecting data on a large scale after building and perfecting the appropriate scales, to be carried out from November to February 2023. Processing data by statistical methods, analyzing EFA and CFA, using the structural equation model analysis (SEM) method to test the fit of models and hypotheses with SPSS 20.0 software and Amos. Findings: The article’s findings showed that technology factors affect commercial banks’ service quality in Vietnam. At the same time, it introduces some changes in Vietnamese banks in the context of current technological breakthroughs. Research, Practical & Social implications: Practical implications enhanced the service quality of commercial banks in the context of digital technology breakthroughs. The amount of information that can be encoded and the tools were available to process it has increased dramatically. Originality/value: The paper’s originality and value help bank managers invest in digital technology as the way forward to better serve their customers. Besides, the article has systematized the theory of service quality and factors affecting the quality of commercial banking services.

A Study on Impact of Service Quality Factors Customer retention through Commercial Banks in Virudhunagar District

Some of the research work conducted in this area is led to undertake an aspect that has not been much identified. The research literature reviewed so far shows that the customer retention is a very interesting and important topic in the service industry especially in banking industry. Service quality is usually understood as a measure of how well the level of the delivered services matches customer’s expectations (Santos, 2003). Most of the Indian Banks perform the same function & therefore customers place service quality on the top in their priority list while choosing a particular bank. Therefore, banks prosper or decline majorly depend on the quality service offered to the customer and due to this reason majority of the banks in India have placed service quality at the top of the list of business strategy. For this study the researcher have chosen six commercial banks out of 10 public sector banks and 04 private banks working in the Virudhunagar district (Tamilnadu) India. The customers of these banks are considered as respondents of the study. It is descriptive because descriptive data were collected through detailed customer survey and interviews. It is also explanatory since it tried to explain the relationship between the service quality in banking and customer retention, also realized that for better understanding of the relationship between service quality and customer retention. The researcher have used a judgmental sampling method to select samples for the study. In this research the researcher have selected 120 respondents to obtain required primary data. Service quality is commonly noted as a critical prerequisite for establishing and sustaining relationship with valued customers. Several studies have shown that a high level of customer service quality can exert a positive influence on customer satisfaction and retention. Therefore, customer retention is considered here as dependent variable and it depends upon service quality of commercial banks

Relationship between banking service quality and customer satisfaction of commercial banks in Cumilla district, Bangladesh

Commercial banking sector plays significant role in achieving economic development. Service quality in banking sector is vital issues for developing country like Bangladesh. The present study explores the relationship between customer satisfaction and service quality of the commercial banks in Cumilla district. The total number of sample was 400. The data was collected by face to face interview using structured questionnaire method. In questionnaire, the close ended and open ended questions were used to collect data. The principle point of the investigation is to evaluate the service quality of commercial banks in Cumilla and its effect on customer satisfaction. The SERVQUAL model considers five major components like responsiveness, reliability, assurance, empathy and tangibility. Five hypotheses have been used by considering five major factor of SERVQUAL model. The coefficients of SERVQUAL factors estimated by SEM approach, the factors like responsiveness, reliability, assurance, empathy and tangibility takes the coefficients value 0.67, 0.62, 0.60, 0.84 and 0.58 respectively. The results indicate that other independent variable remains constants, 1-unit change in responsiveness will build consumer loyalty 0.67 units; similarly, 1-unit change in reliability will build consumer loyalty by 0.62 units; 1-unit change in assurance will increase consumer loyalty by 0.60 units. Where, the results of empathy and tangibility also show positive coefficients are 0.84 and 0.58 respectively to explain the customer satisfaction. The study concluded that the considered five factors plays effective role to increase the service quality. The study findings might contribute to understand the customer’s pulse and take necessary modification by the management, board of governance and policy makers.

Improvement of Service Quality in the Supply Chain of Commercial Banks—A Case Study in Vietnam

The outbreak of the Covid-19 pandemic caused a serious impact on the business activities of enterprises and households, affecting the operation of banks around the world, especially for capital mobilization from those with savings deposits at commercial banks. In face of the unpredictable developments of the pandemic, many services of banks in Vietnam were also affected, so it has been necessary to make a plan to maintain business operations and respond effectively to these difficulties. In this study, the authors used three research models to form a three-dimensional frame of reference (past, present, and future) to identify, analyze, and evaluate the factors affecting the service quality of commercial banks’ savings deposit mobilization, and to suggest solutions that can minimize risks and improve customer satisfaction for savings deposits at commercial banks, improve service quality to avoid potential long-term risks, as well as maintain sustainable growth and social stability in the future.

Customers’ Expectations & Perceptions of Service Quality of Commercial Banks

Customers’ Expectations & Perceptions of Service Quality of Commercial Banks

The interaction of employee personal values and ability with service quality of commercial banks

The interaction of employee personal values and ability with service quality of commercial banks

Perceptual Differences in Service Quality

The major aim of the research paper is to find out whether there are any differences between the employee's perception and customer's perception towards service quality in commercial banks. Primary data has been collected from the bank employees and customers in Manmunai North and Kattankudy divisional secretariat areas in Batticaloa District. Stratified random sampling was used to obtain 225 responses from employees of banks and quota sampling was used to obtain 225 responses from customers of banking services. The collected data were used to test the differences using t-test and ANOVA analysis. The results imply that there are differences in the service quality between the employees' and customers' perception. Employees perceive the service quality at higher level compared to the perception of customers. Several insights for this difference were discussed.

Customer Perception on Service Quality in Commercial Banks in the Techno Era

Customer Perception on Service Quality in Commercial Banks in the Techno Era

A Study on Customers’ Perception and Expectation on Core Service Quality in Commercial Banks

Substantial liberalization of the financial services sector has taken place which has led to an increasingly competitive environment in which the market share of government banks has been reduced. Customers in major urban centers have not only indented their choices, but are also being benefited from competitive prices and improved services. The market today has become more customers centric and has also seen a humongous change in its environment. The key to success in this changed competitive environment will be one's ability to reach the customer at his doorstep and meet his requirements of services and products in a tailored mode, paving way to increased glee and satisfaction of the customers. This will call for innovation in the abilities to identify, anticipate, manage and minimize risks in the process of adverse selection of customers not only with the existing products and services but also in relation to the banking products of tomorrow.

Innovative Services in Banks through Customer Relationship Management

A purpose of marketing strategy is to develop a competitive advantage; it provides customers with superior value compared with competitive offerings. Banking industries have traditionally operated in a relatively stable environment for decades. The purpose of the study is to important service quality of commercial banks refer to process quality as judged by customers during a service delivery and output quality judged after a service is performed. The important objective of the establishment of the CRM at the commercial banks is to enrich customer satisfaction and generate customer loyalty. In the present study, the outcome of the CRM implementation of innovation services has been measured with the help of the customers perception on the overall service of the banks.

Extent of Service Quality in Commercial Banks in Punjab

Commercial banks in India have experienced vital alterations in their system. Liberalization, globalization, and privatization provided banks with freedom, technology, and improved internal systems, which help them to serve their customers better. The purpose of this paper was to measure the extent of service quality in commercial banks in Punjab. The extent of service quality helps in filling up the gap between expected and perceived service quality and gives a wider picture to recognize the needs of the customers. The SERVQUAL multi-item scale was used to measure the extent of service quality in commercial banks in Punjab. The scale consists of five parameters, that is, Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The study conducted a comparative analysis of extent of service quality in private and public sector banks in Punjab. Primary data was collected from 200 top managers of private as well as public sector banks. It was found that among all the five factors of the SERVQUAL model, Responsiveness acted as a dominant factor and had a greater impact on customers' expected level of satisfaction and service quality.

A FAHP-FUZZY Approach of Evaluating Banking Service Quality

With the development of the interest rate liberalization in China, the narrowing of spreads has great influence on China's commercial banks operating income, the commercial banks pressure is increasingly urgent. The electronic bank, as the main means of innovation, was being developed rapidly in recent years, which played an important role in reducing the constantly increasing intermediary business income during operation. The electronic banks promote the business innovation, and it is very convenient for the customer service. The purpose of innovation is to improve the quality of service. Bank service quality is an important factor to affect the bank's reputation and an important means of competition among banks. Based on the model of service quality of commercial banks, according to Chinese current situation, the paper puts forward an evaluation method using the FAHP-FUZZY model of service quality evaluation, in order to promote the continuous improvement of commercial banking service quality.

Measuring Quality of Service of Rural Banks in Oyo State

This study investigates the effect of service quality measures of rural bank patrons on the rural banks’ performance. From the data collected from four hundred and eighty sample representatives from the study area from the rural communities of Oyo State, it was found that the overall service quality assessment indicates that only service quality of commercial banks operating in the rural areas could not meet rural banks’ customers demand. The study further indicates that service quality has a significant effect on financial sustainability of the rural banks but do not have significant effect on the bank coverage in the rural banks.

Evaluation of system reliability of electronic transaction in commercial banks

This article is mainly to utilize the flow network analysis to calculate the system reliability, so as to assess the service quality of electronic transactions conducted by commercial banks. Banks rely on telecommunication networks leased from telecommunication companies for electronic transaction services. The telecommunication company offers the steady telecommunication network, which is one of the key factors of influencing the electronic transaction service of the bank. In this article, one of the top three banks in Taiwan is taken for case study. The multi-state flow network and the recursive sum of disjoint product algorithm are used to calculate the system reliability, and explore its relationship with the remote branches’ demand. The use of multi-state flow network for system reliability analysis to assess the service quality of commercial banks’ electronic transactions can make the important reference indicator of network structure of serving for planning the commercial bank in the future.

Service quality at Jordanian commercial banks: what do their customers say?

Based upon an extended SERVQUAL model, this paper attempts to measure the service quality in commercial banks in Jordan. Data were collected via self-administered questionnaire from samples of bank customers (344). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results of the study found that the dimensions of service quality provided by Jordanian commercial banks are of great importance, respondents reported high levels of perceived service quality provided by Jordanian commercial banks, the assurance is clearly the most important dimension. Jordanian banks could realise a competitive advantage by emphasising assurance in service delivery. As a result, the Jordanian commercial banking sector needs to take initiative to become more competent by being more responsive through fulfilling their assurance for customers and by providing banking facilities more conveniently. It was therefore, recommended that banking service providers should pay special attention to their service quality and the factors that drive customer satisfaction. Suggestion for future research was also offered.

Customers’ Socio-economic Characteristics and the Perception of Service Quality of Bahraini Commercial Banks

This study aims: to apply the SERVQUAL instrument to evaluate the service quality of commercial banks of Bahrain, and to investigate the relationship between customers’ socio- demographic characteristics and the overall service quality and its dimensions. Based on a questionnaire survey of 195 customers, the results indicate that SERVPERF scale explains more of the variance in service quality than SERVQUAL scale. Three – factor solutions were produced, the first factor includes: reliability, responsiveness and assurance dimensions, which have the largest influence on the overall service quality. In addition, no significant relationships were found between customer’s socio- demographic characteristics and the overall service quality. However, significant differences were observed in the perceptions of customers’ nationality and duration of experience groups and the reliability and empathy dimensions.

Management Information Systems for Service Quality in Commercial Banks: An Empirical Study

Importance of management information systems is identified in influencing the service quality. A model interrelating these constructs in banking industry is proposed. Primary data has been collected from the bank employees in Madurai City in Tamil Nadu. The collected data were used to test the model using regression and path analysis methodology. The result reveals that the important elements of information system (IS) are system quality, information quality, employee information system characteristics and technical support whereas the identified consequences are service quality and employee IS performance. The system quality, information quality and employee characteristics influence the service quality in a positive manner but only through employee IS performance. At the same time, the technical support alone influences the service quality directly. The results suggest that employee IS performance contributes more to service quality with technical support. Implications of this research for IS theory and practice are discussed.

Measuring the Service Quality of Commercial Banks towards Luxury Hotels in Northern Cyprus

(2008). Measuring the Service Quality of Commercial Banks towards Luxury Hotels in Northern Cyprus. Anatolia: Vol. 19, No. 1, pp. 161-165.