scholarly journals Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

2015 ◽  
Vol 16 (3) ◽  
pp. 280-289 ◽  
Author(s):  
Chi Phan ◽  
Phong Nham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Market Place ◽  
Quality Performance ◽  
Automated Teller Machine ◽  
The Impact

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Bank

2020 ◽  
Vol 4 (1) ◽  
pp. 189-198
Author(s):  
Udgam Mishra
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Financial Institution ◽  
Descriptive Statistics ◽  
Quality Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

 The ever-changing behavior of customer has indulged bank and financial institution have a sincere look at its service quality. Providing quality service ensures competitiveness and simultaneously optimizing the level of customer satisfaction. This paper examines the impact of Service Quality Dimensions on customer satisfaction. This paper examines the impact of tangibility, responsiveness, reliability, assurance and empathy on customer satisfaction in banks of Biratnagar. A sample of 127 account holders were randomly selected and date were analyzed through SPSS 26.0. Descriptive statistics, Factor analysis and Multiple regression analysis were used to evaluate the impact of SERVQUAL model on satisfaction. The findings from the paper indicate that empathy and assurance have most significant influence in satisfaction followed by reliability and responsiveness whereas tangibility has negative and no significant relationship with satisfaction.

scholarly journals The Effect of Service Quality toward Customer Satisfaction in a Sharia Pawnshop (Case Study on a Sharia Pawnshop in Jambi Province)

2021 ◽  
Vol 6 (1) ◽  
pp. 105
Author(s):  
Busriadi Busriadi ◽  
Rahman Arifin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Equation Model ◽  
Customer Relationship ◽  
Research Subjects ◽  
Quality Performance ◽  
Method Approach

Purpose: This research analyzes the business phenomenon of PT. Pegadaian Syariah (Persero) Tbk. in Jambi province, in which the problem is how to build customer satisfaction to achieve the company goal. This research is designed to analyze the effect of service quality on customer satisfaction. This research aims to find answers to the flow of service quality performance. In addition, the modeling in this study also aims to provide a critical understanding of the concept and measurement of customer relationship management.Design/Method/Approach: This research used a descriptive analysis approach and a quantitative method to test the variables by using hypothesis testing. The research subjects were 110 customers of PT. Pegadaian Syariah (Persero) Tbk. of Jambi Province. To analyze the data, researchers used the Structural Equation Model (SEM) by using Amos 22 computer program.Findings: The results showed that service quality had a positive and significant effect on customer satisfaction. This study provides a contribution that strengthens the justification of previous research in which this research develops the effect of service quality by expanding the study on customer satisfaction.Originality/Values: The novelty of the study is identified from the issue which is studied consistently and the place of the research.

scholarly journals The Effect of Non-Peforming Loans Management on the Financial Performance of Commercial Banks in Rwanda: A Case Study of ECOBANK Rwanda

2017 ◽  
Vol 3 (1) ◽  
pp. 19
Author(s):  
Jean Bosco Harelimana
Keyword(s):  
Financial Performance ◽  
Commercial Bank ◽  
Commercial Banks ◽  
Quantitative Data ◽  
Total Population ◽  
Structured Interview ◽  
Qualitative And Quantitative ◽  
The Impact

The study assessed the impact of Non-Performing Loans management on the financial performance of commercial Banks in Rwanda: a case study of ECOBANK Rwanda throughout the period from 2013 -2015. Qualitative and quantitative data were collected from the total population of 295 of employees of ECOBANK Rwanda where a sample of 170 of respondents was selected. The findings were summarized below in accordance of research objectives. Methods such as questionnaires, structured interview were used under this study. From the findings, the results confirmed there are many factors account for the incidence of non-performing loans in ECOBANK. The profit ratios performance of ECOBANK RWANDA from 2013 to 2015 indicated an increase from 2013 to 2014 where it came from on 9.24% to 14.92% of profit, while in 2014 to 2015 are characterized by increasing in profit from 14.92% to 15.18% of profit. There is an evidence of association between NPLs management and financial performance of ECOBANK Rwanda which was 0.741. ECOBANK Rwanda should look if it is necessary the participation of all stakeholders in the implementation of credits delivery principles. It should continue to do an improvement since NPLs management contributes 54.9% on financial performance at ECOBANK, they could reach even on 100.0% when improvement is done well at this commercial bank. 

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