Service Quality And Customer Satisfaction In Banking Sector Pdf

By Andrew R.
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06.12.2020 at 21:26
8 min read
service quality and customer satisfaction in banking sector pdf

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Service banking is facing several challenges in order to sustain its competitiveness in the long run. In doing so, banks try to promote customer satisfaction especially through service quality. In this situation, interest was aroused to investigate the influence of service quality on customer satisfaction. Results revealed that service quality influenced customer satisfaction.

Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector

As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM. The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction. The impact of individual fairness dimensions on these two customer evaluation variables is also studied.

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Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector

Nuri Wulandari is an assistant professor in Indonesia Banking School. She earned her degrees from University of Indonesia and Birmingham University. Andi Novianti Maharani is a professional working in banking industry. She has a master degree from Indonesia Banking School. Her interest is researching marketing topic in Islamic Banking related cases.

Aims and Scope. Editorial Board. Indexing Services. Publication Fee. Open Access and Publication Ethics.

Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan. September.

Service Quality and Customer Satisfaction in Banking

This case study sought to investigate the extent to which banks in Zimbabwe attempt to achieve customer satisfaction in order to reduce customer churn and attrition. Customer retention is now an important element of banking strategy in the Zimbabwean competitive environment.. Furthermore, the study explored customer satisfaction determinants. Descriptive survey was used to collect data.

A review of customer satisfaction towards service quality of banking sector

The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector.


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Journal Metrics.

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