Determinants of Failed Service Quality in the Malaysia Retail Banking Sector

2015 ◽  
Author(s):  
Siti Norzaimah Zainuddin
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Retail Banking

Customers’ Emotional Reactions as Significant Predictors Towards Excellent Customer Service Experiences

2017 ◽  
Vol 3 (1) ◽  
pp. 9
Author(s):  
Anizah Zainuddin ◽  
Shereen Noranee
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Emotional Responses ◽  
Sampling Technique ◽  
Emotional Reactions ◽  
Retail Banking ◽  
Personal Contact ◽  
Quality Value ◽  
Service Experiences

This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses.

Assessment of service quality using text mining – evidence from private sector banks in India

2018 ◽  
Vol 36 (4) ◽  
pp. 594-615 ◽  
Author(s):  
Somnath Chakrabarti ◽  
Deepak Trehan ◽  
Mayank Makhija
Keyword(s):  
Service Quality ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Cost Effective ◽  
Retail Banking ◽  
Traditional Concept ◽  
Content Type ◽  
Product Categories ◽  
Cost Effective Approach ◽  
Private Banks

Purpose As the retail banking institutions are becoming more customer centric, their focus on service quality is increasing. Established service quality frameworks such as SERVQUAL and SERVPERF have been applied in the banking sector. While these models are widely accepted, they are expensive because of the need for replication across bank branches. The purpose of this paper is to propose a novel, user friendly and cost effective approach by amalgamating the traditional concept of service quality in banks (marketing base) and sentiment analysis literature (information systems base). Design/methodology/approach In this study, the main objective is to analyze user reviews to better understand the correlation between RATER dimension sentiment scores as independent variables and user overall rating (customer satisfaction) grouping in “good” and “bad” as dependent variable through development of authors’ own logistic regression model using lexicon-based sentiment analysis. The model has been developed for three largest private banks in India pertaining to three banking product categories of loans, savings and current accounts and credit cards. Findings The results show that the responsiveness and tangibles dimensions significantly impact the user evaluation rating. Even though the three largest private banks in India are concentrating on the tangibles dimension, not all of them are sufficiently focused on the responsiveness dimension. Additionally, customers looking for loan products are more susceptible to negative perceptions on service quality. Originality/value This study has highlighted two types of scores whereby user provided overall evaluation scores help provide validation to the sentiment scores. The developed model can be used to assess performance of a bank in comparison to its peers and to generate in depth insights on point of parity (POP) and point of difference (POD) fronts.

Comparative Analysis of Service Quality Perception Between Public Sector and Private Sector Banks of India

2019 ◽  
pp. 117-138
Author(s):  
Deepika Singh Tomar ◽  
Rohit Singh Tomar
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Financial Institutions ◽  
Banking Sector ◽  
Research Work ◽  
Retail Banking ◽  
Primary Data ◽  
Public Sector Banks ◽  
Quality Aspects ◽  
Private And Public

The chapter deals with the study of customers' expectations as well as their perceptions for service quality in banking sector. Again, the study focuses on the influence of major demographic variables such as age, income, education, and occupation on customers' expectations and perceptions for service quality. Moreover, this research work has been carried out with the help of primary data collected through a survey of 300 retail banking customers (i.e., 150 ICICI Bank customers and 150 SBI customers of Agra region). In India, retail banking is one of the fastest growing industries. The present study has endeavored to examine the service quality aspects of the two leading banks in Agra region and will also help the other private and public sector banks and financial institutions to have a better understanding of customer needs and the booming opportunities in retail banking in India.

Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry

2019 ◽  
Vol 37 (3) ◽  
pp. 798-820 ◽  
Author(s):  
Osaretin Kayode Omoregie ◽  
John Agyekum Addae ◽  
Stanley Coffie ◽  
George Oppong Appiagyei Ampong ◽  
Kwame Simpe Ofori
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Banking Industry ◽  
Retail Banking ◽  
Corporate Image ◽  
Equation Modeling ◽  
Design Data ◽  
Cross Sectional ◽  
Content Type

PurposeThe increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers’ loyalty intentions.Design/methodology/approachIn order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3.FindingsResults from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 percent of the variation in loyalty.Research limitations/implicationsThe current study samples customers from only the top performing banks in Ghana. The use of cross-sectional data makes it impossible to study how customers’ perceptions change over time. Results from this study could, however, help managers of banks in designing strategies aimed at improving customer loyalty in order to consolidate their market share.Originality/valueThis paper adds to existing works that focus on loyalty in the retail banking sector, especially from the context of a developing economy. The study draws attention to the interrelationship among service quality, perceived value, satisfaction, image, trust and loyalty.

Perceived service quality and satisfaction of self-service technology

2015 ◽  
Vol 32 (4) ◽  
pp. 361-380 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Retail Banking ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Privacy And Security ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions

Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.

Customer perceived service quality and loyalty in Islamic banks

2016 ◽  
Vol 28 (1) ◽  
pp. 62-78 ◽  
Author(s):  
Muhammad Kashif ◽  
Mohsin Abdur Rehman ◽  
Lina Pileliene
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Cultural Context ◽  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Cultural Perspective ◽  
Content Type

Purpose – There is a plethora of research which has dealt with service quality issues in various service organizations. But a few researchers have presented state of service quality from a cultural perspective, especially within an Asian cultural context. The purpose of this paper is to measure service quality of Pakistani Islamic banks through validating a culturally sensitive scale: PAKSERV. Furthermore, the path from service quality to customer loyalty has been presented through applying PAKSERV service quality scale. Design/methodology/approach – Following a positivist tradition, the service quality to loyalty path in Islamic banking sector of Pakistan is established. A self-administered survey was conducted to approach 300 Islamic bank customers in major cities of Pakistan. The respondents were purposefully selected based on their extent of using the retail banking services. The data were analysed through employing various quantitative measures such as correlation and structural equation modelling employing AMOS. Findings – The findings reveal that Pakistani Islamic banking customers are satisfied with the service quality offered. All the dimensions of PAKSERV are found to significantly contribute towards customer satisfaction and loyalty. However, major focus of customer is on the dimensions such as responsiveness and sincerity which are understandable in high-risk avoiding and moderately power-oriented Pakistani society. Originality/value – The research has been first of its type to present the validity of PAKSERV scale in a collectivist cultural context of Pakistan. Furthermore, the path from the customer satisfaction to loyalty by employing PAKSERV scale has been presented for the first time.

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