scholarly journals The Relationship between Service Quality Dimensions and Customer Satisfaction in Public Service Organizations with Application to EgyptAir

2019 ◽  
Vol 39 (1) ◽  
pp. 229-259
Author(s):  
Marwa Fahim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Public Service ◽  
Service Organizations ◽  
Public Service Organizations ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

scholarly journals Customer satisfaction on service quality dimensions

2021 ◽  
Vol 11 (3) ◽  
pp. 35-39
Author(s):  
BHASKAR K ◽  
SUBRAMANYAM P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Retail Market ◽  
Retail Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Service Quality ◽  
The Relationship

The purpose of this paper is to empirically investigate the influence of dimensions of service quality towards satisfaction in the context of Indian retail market. The paper focused to examine the relationship between satisfaction and service quality dimensions. A study has been conducted on 20 supermarkets in Kadapa district, A.P. India. The results of this research indicate that retail service quality positively influences satisfaction and trust. It is found that satisfaction also positively influences trust and loyalty. Satisfaction and trust mediate the relationship between retail service quality and loyalty on customer satisfaction.

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking

2016 ◽  
Vol 8 (2) ◽  
pp. 54-70 ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mediating Role ◽  
Quality Perceptions ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

scholarly journals The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry

2015 ◽  
Vol 9 (11) ◽  
pp. 247
Author(s):  
Suharto Suharto ◽  
Sulistiyono Sulistiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Relationship Of ◽  
The Relationship

Service quality and customer satisfaction have become a widely discussed issue for two decades. However, only a few intention used shipyard as the marketing researches target of these variables. The authors investigate the relationships between service quality dimensions and consumer satisfaction in shipyard industry. The authors test the significance of the relationships between service quality dimensions and consumer satisfaction. The results suggest that four service quality dimensions (tangible, responsibility, responsiveness and assurance) are antecedents of consumer satisfaction in this industry, while empathy has less effect on satisfaction. Implications for managers and future research are discussed.

scholarly journals The Relationship between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

2020 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Primary Data ◽  
Quality Performance ◽  
Five Dimensions ◽  
Behavior Intentions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
And Behavior ◽  
The Relationship

This study investigates the service quality dimensions within five-star hotels in Cairo in Egypt and how these dimensions further impact customer satisfaction and behavior intentions. A self-administrated questionnaire was used to collect the primary data of this study. The findings obtained from factor analysis indicated five dimensions of service quality: tangibles, adequacy in service quality, understanding and caring, assurance, and Convenience. The findings also indicated that the business guests had the highest importance for the dimension of assurance, adequacy in service supply, understanding and caring, tangibles, and Convenience. Although this study's findings indicated that quality performance (i.e., adequacy in service supply, assurance, understanding, and caring) in the hotels was rationally good, lower ratings were identified for numerous factors. Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant influence on customer satisfaction and behavior inventions.

scholarly journals Dimension Specific Technique of Evaluating Service Quality

2019 ◽  
Vol 8 (12) ◽  
pp. 2109-2118
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Business Environment ◽  
Three Dimensions ◽  
Market Condition ◽  
Cultural Issues ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact ◽  
The Relationship

In the course of changing business environment and strong antagonism from similar business firms, surviving in the market and to change according to the dynamic business environment have become a challenge for many business firms. The problem becomes more apparent in the context of Banking, where the products are not much differentiated from each other. Providing superior service than one another has become the key tool for surviving and gaining competitive advantage in the service industry since its offering compromise mainly with intangible elements. This research paper intends to provide to understand comprehensively the dimensions of service quality. Service expectations of banks are different from different markets. This research will extend the understanding of service quality due to disparity in market condition and contextual circumstances. Firstly it attempts to evaluate the relationship between service quality and customer satisfaction in the context of Indian retail Banks. Secondly, it assesses the impact of transactional factors on service quality. The present paper endeavored to apply the SERVPERF scale to identify, evaluate and prioritize the most significant consumer’s service quality dimensions. The study is undertaken in the city of Bhubaneswar of Odisha state. To extract significant factors of service quality dimensions, exploratory factor analysis is carried out. Reliability test was employed to verify the instrument to measure service quality.Further multivariate regression analysis is used to evaluate the impact of service quality dimensions on customer satisfaction. Three dimensions namely Tangibles, Reliability, and Responsiveness came out distinctively and revealed a strong relationship with customer satisfaction. Further Linear Regression is employed to analyze the influence of Transaction Factors on Service Quality. Occasional visitors and Saving account holders of the customer group have a significant influence on Service Quality. Many types of research in the past has been carried out to understand the relationship between Customer Satisfaction and Service quality, but then there is a requirement of researches into the dimensionality of service quality, for the reason that of disparity in market condition, contextual circumstances, and cultural issues. Moreover transactional factors are introduced in the research which will add richness in the literatures of service marketing. The finding of the study would also direct the bankers how well they could construct marketing strategies, serve present and prospective customers better for increasing and sustaining in the business

scholarly journals The Relationship between Customer Satisfaction and Service Quality with Special Reference to the Hypermarkets in Saudi Arabia

2018 ◽  
Vol 3 (3) ◽  
pp. 160
Author(s):  
Dr. Arisha Fatima Rizvi ◽  
Dr. Almas Sabir
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Special Reference ◽  
Primary Objective ◽  
Customer Relationship ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

<p><em>In recent years, customer satisfaction has been a subject of great interest in order to maximize the profit levels of the organizations. The quality of service provided by the organizations has become an important aspect of customer satisfaction. It has been a universal fact that service quality is proportionally related to customer satisfaction. It is obvious that customers play an important role in the organizational process (Lee &amp;</em><em> </em><em>Ritzman, 2005, p. 92). Building customer relationship means delivering superior value over competitors to the target customers (Kotler et al., 2002, p. 391). Many companies are adopting quality management programs which aim at improving the quality of their products and marketing processes, because it has been proven that “quality has a direct impact on product performance, and thus on customer satisfaction” (Kotler et al., 2002, p. 8).</em></p><p><em>The primary objective of this study is to examine the relationship between customer satisfaction and service quality in retail sectors with respect to the service quality dimensions with special reference to the hypermarkets in the Kingdom of Saudi Arabia (KSA).</em></p>

scholarly journals Examining the Relationship between Service Quality and Customer Satisfaction in the Public Service. The Case of Botswana

2020 ◽  
Vol 17 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Public Service ◽  
Primary Schools ◽  
Public Organizations ◽  
Future Research ◽  
Public Confidence ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Sustaining public confidence in any government is also a function of the consistency in the delivery of public goods and services. For several years, customers across public organizations have complained about the quality of services delivered to them. It is therefore important for public organizations to regularly evaluate service quality in order to better understand how best to satisfy customers. This study investigated the extent to which dimensions of service quality influence customer satisfaction in the Tonota Sub Region. With the aid of a questionnaire, data were collected from 135 respondents located at 27 basic education sites (secondary and primary schools) in the Tonota Sub Region. Descriptive and inferential statistics were used for data analysis. The findings reveal that service quality dimensions of tangibility, empathy, assurance, and responsiveness impact customer satisfaction positively. This study recommends amongst others, training of employees on managing customer complaints, records management and increasing service reliability to improve service quality. The outcome of this study will guide the formulation of customer satisfaction strategy and policy aligned with service standards to drive service quality delivery. Future research is recommended on perceptions of teachers and other members of the public regarding the extent to which service quality impacts customer satisfaction so as to comprehensively discern public service quality dimensions. An understanding of customer satisfaction within the public service will likely kindle better relations between the public and government thereby improving public trust in government programs. Managers are also likely to tap into this to further levels of job satisfaction for public sector employees.

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