Service Quality:
Public, Private, and Foreign Banks
Presenter : Radium Cheng
Instructor : Dr. Teresa Hsu
October 7, 2013
Citation
Swar, B. N.,& Sahoo, P. K. (2012). Service
Quality: Public, Private, and Foreign Banks.
Journal of Indian managem...
Content
IntroductionI
Literature ReviewII
MethodologyIII
ResultsIV
Conclusion &
Suggestions
V
Future StudyVI
3
Introduction
• Background
The need for quality is felt everywhere by every organization,
whether it is public, private or ...
Introduction
• Purpose of the study
• The present study focuses on the relationship
between service quality and service de...
Literature Review
• Parasuraman et al (1988) developed a twenty-two item
instrument representing the five dimensions, reco...
Literature Review
• Suresh Chandar et al (2001) identified five factors of
service quality as critical from the customers’...
Literature Review
• Mohammad Al-hawari (2008), finds that there is a
positive and significant relationship between the
pro...
Literature Review
• Research Hypothesis
• H1: Customers’ perceptions of Service delivery influencing
customers’ perception...
Method
• Participant
• 600 customers from 6 banks have been selected.
• 524 usable questionnaires
87.33%
valid
Invalid
10
Method
• Questionnaire
• Part I – SERVQUAL scale
• Part II – Demographic information
11
31 statements
Perception of
Servic...
Method
• Sample Profile
• These banks are purposely selected.
200
300
100
Private sectorForeign sector
Public sector
179
2...
Result
Elements of Service
Quality
Service Quality
Perceptions Expectations
Reliability .739 .721
Assurance .961 .826
Tang...
Result
Elements of Service
Delivery
Service Delivery
Perceptions Expectations
Systemization Elements
of Service Delivery
....
Result
Customers’ Perceptions of Service Delivery
influencing Customers’ Perceptions of
Service Quality
Model it
R .95
R2
...
Result
Customers’ Expectations of Service Delivery
influencing Customers’
Expectations of Service Quality
Model it
R .97
R...
Conclusion & Suggestions
• Efforts of the banks have to be made that level of
quality service which exceeds the perceived
...
Conclusion & Suggestions
• Banks should make investment in research so as
to understand customers’ needs and expectations
...
Future Study
Service Quality
Customer
Loyalty
Customer
Satisfaction
19
• Participant
• The 200 employees in the corporatio...
Thank You
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Presentation v3

  1. 1. Service Quality: Public, Private, and Foreign Banks Presenter : Radium Cheng Instructor : Dr. Teresa Hsu October 7, 2013
  2. 2. Citation Swar, B. N.,& Sahoo, P. K. (2012). Service Quality: Public, Private, and Foreign Banks. Journal of Indian management, 9 (3), 43-50. 2
  3. 3. Content IntroductionI Literature ReviewII MethodologyIII ResultsIV Conclusion & Suggestions V Future StudyVI 3
  4. 4. Introduction • Background The need for quality is felt everywhere by every organization, whether it is public, private or foreign sector. The banking industry in India has been a witness for the last decade to several regulatory changes that have resulted in a heightened level of competition among the banks. 4
  5. 5. Introduction • Purpose of the study • The present study focuses on the relationship between service quality and service delivery among public, private, and foreign banks in Odisha. 5
  6. 6. Literature Review • Parasuraman et al (1988) developed a twenty-two item instrument representing the five dimensions, recognized as .SERVQUAL 6
  7. 7. Literature Review • Suresh Chandar et al (2001) identified five factors of service quality as critical from the customers’ point of view. • 1. Core service or service product • 2. Human element of service delivery • 3. Systematization of service delivery: Non-human element • 4. Tangibles of service - Services capes • 5. Social responsibilities 7
  8. 8. Literature Review • Mohammad Al-hawari (2008), finds that there is a positive and significant relationship between the proposed traditional service quality factors and customer satisfaction. 8
  9. 9. Literature Review • Research Hypothesis • H1: Customers’ perceptions of Service delivery influencing customers’ perceptions of service quality • H2: Customers’ expectations of Service delivery influencing customers’ expectations service quality 9
  10. 10. Method • Participant • 600 customers from 6 banks have been selected. • 524 usable questionnaires 87.33% valid Invalid 10
  11. 11. Method • Questionnaire • Part I – SERVQUAL scale • Part II – Demographic information 11 31 statements Perception of Service Quality Expectation of Service Quality
  12. 12. Method • Sample Profile • These banks are purposely selected. 200 300 100 Private sectorForeign sector Public sector 179 276 69 12
  13. 13. Result Elements of Service Quality Service Quality Perceptions Expectations Reliability .739 .721 Assurance .961 .826 Tangibility .837 .839 Empathy .923 .912 Responsiveness .830 .815 Service Quality Reliability Test 0.7 13
  14. 14. Result Elements of Service Delivery Service Delivery Perceptions Expectations Systemization Elements of Service Delivery .801 .897 Human Elements of Service Delivery .876 .834 Service Delivery Reliability Test 0.7 14 Cronbach’s alpha value fulfills the reliability test requirement.
  15. 15. Result Customers’ Perceptions of Service Delivery influencing Customers’ Perceptions of Service Quality Model it R .95 R2 .90 Coefficients B .90 ᵦ .95*** • Hypothesis 1 15 Customers’ perception of service delivery accounts for 90% of the variation in customers’ perceptions of service quality.
  16. 16. Result Customers’ Expectations of Service Delivery influencing Customers’ Expectations of Service Quality Model it R .97 R2 .93 Coefficients B .81 ᵦ .97*** • Hypothesis 2 16 The expectations of service delivery significantly influence the expectation of service quality.
  17. 17. Conclusion & Suggestions • Efforts of the banks have to be made that level of quality service which exceeds the perceived expectations of customers and thus creates a ‘wow’ syndrome among all visiting customers. 17
  18. 18. Conclusion & Suggestions • Banks should make investment in research so as to understand customers’ needs and expectations at all stages in the service delivery process in order to determine the key components of service quality. 18
  19. 19. Future Study Service Quality Customer Loyalty Customer Satisfaction 19 • Participant • The 200 employees in the corporation • Instrument • Parasuraman et al. (1988) • 22 statements of the SERVQUAL instrument • 22 statements of the SERVQUAL instrument
  20. 20. Thank You Make Presentation much more fun

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