A STUDY ON PERCEPTION OF INTERNET BANKING USERS SERVICE QUALITY - A STRUCTURA...IAEME Publication
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The purpose of the study is to identify the perceptions of Internet banking (IB) users in Tamil Nadu using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables â perceived ease of use (PEOU) and perceived usefulness (PU). A total of 380 questionnaires were distributed for internet banking customers and 336 were returned (resulting 88.42 percentage of response rate). The results confirm that the all six dimensions (Website attribute, Reliability, Responsiveness, Fulfillment, Efficiency and Privacy) are distinct constructs. The results also indicate that internet banking service quality consisting of six dimensions has appropriate reliability and each dimension has a significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, perceived ease of use and perceived usefulness are significant. This study proposes a model to understand the effect of internet banking service quality on perceived ease of use and perceived usefulness in developing country. The constructs truly reflect the dynamism of customersâ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Customers' Satisfaction in ATM Service - Empirical Evidence from the Leading ...Dr. Amarjeet Singh
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Service offering channels in banking sector has emerged on scene with a variety of forms such as internet banking, mobile banking, and ATM. Mature competition and global finance system have forced to investigate the significance of customer satisfaction. This study was set to assess customersâ satisfaction in ATM service by taking the case of Commercial Bank of Ethiopia (CBE), which is the leading bank in the country, using SERVPERF model. A self-administered questionnaire was used to collect primary data from 385 valid respondents who are customers of CBE, using convenient sampling technique. Data were analysed using SPSS - frequencies and percentages, mean scores, Cronbach alpha, Pearsonâs linear correlation and regression analysis. The study was based on the three research objectives: (a) to measure whether ATM service quality corresponds to each dimensions of SERVPERF (b) to analyze the customer satisfaction on ATM service quality, and c) to investigate the level of customer satisfaction. The findings revealed that all the service quality dimensions are significantly and positively associated with the overall customer satisfaction. Besides, Tangibility, Reliability, Responsiveness, Empathy and Assurance are highlighted as significant predictors and key factors in determining the customer satisfaction. But Assurance was found as the most influential predictor of customer satisfaction. The researchers recommend that in order to ensure customer satisfaction improving the performance on all the dimensions of (ATM) service quality is imperative.
THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GC...IJMIT JOURNAL
Â
Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
A STUDY ON PERCEPTION OF INTERNET BANKING USERS SERVICE QUALITY - A STRUCTURA...IAEME Publication
Â
The purpose of the study is to identify the perceptions of Internet banking (IB) users in Tamil Nadu using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables â perceived ease of use (PEOU) and perceived usefulness (PU). A total of 380 questionnaires were distributed for internet banking customers and 336 were returned (resulting 88.42 percentage of response rate). The results confirm that the all six dimensions (Website attribute, Reliability, Responsiveness, Fulfillment, Efficiency and Privacy) are distinct constructs. The results also indicate that internet banking service quality consisting of six dimensions has appropriate reliability and each dimension has a significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, perceived ease of use and perceived usefulness are significant. This study proposes a model to understand the effect of internet banking service quality on perceived ease of use and perceived usefulness in developing country. The constructs truly reflect the dynamism of customersâ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Customers' Satisfaction in ATM Service - Empirical Evidence from the Leading ...Dr. Amarjeet Singh
Â
Service offering channels in banking sector has emerged on scene with a variety of forms such as internet banking, mobile banking, and ATM. Mature competition and global finance system have forced to investigate the significance of customer satisfaction. This study was set to assess customersâ satisfaction in ATM service by taking the case of Commercial Bank of Ethiopia (CBE), which is the leading bank in the country, using SERVPERF model. A self-administered questionnaire was used to collect primary data from 385 valid respondents who are customers of CBE, using convenient sampling technique. Data were analysed using SPSS - frequencies and percentages, mean scores, Cronbach alpha, Pearsonâs linear correlation and regression analysis. The study was based on the three research objectives: (a) to measure whether ATM service quality corresponds to each dimensions of SERVPERF (b) to analyze the customer satisfaction on ATM service quality, and c) to investigate the level of customer satisfaction. The findings revealed that all the service quality dimensions are significantly and positively associated with the overall customer satisfaction. Besides, Tangibility, Reliability, Responsiveness, Empathy and Assurance are highlighted as significant predictors and key factors in determining the customer satisfaction. But Assurance was found as the most influential predictor of customer satisfaction. The researchers recommend that in order to ensure customer satisfaction improving the performance on all the dimensions of (ATM) service quality is imperative.
THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GC...IJMIT JOURNAL
Â
Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
Customersâ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
Â
Internet Banking is about using the infrastructure for digital age to create opportunities, both in local and global market. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Indore district. Banks play a major role in all the economic and financial activities in modern society E banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking servicesThis paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Indore district. The sample size of the study is 80 the data is gathered from the primary information. For the purpose of analysis, the customerâs satisfaction in both banks has been assessed in seven dimensions based on the suggestions. Reliability, Accessibility, User friendliness, Privacy Security, Efficiency, Responsiveness and Fulfilment. ANOVA test were applied to test the hypotheses. Dr. Kamaljeet Bhatia "Customersâ Satisfaction on E-Banking Services in Indian Banking Sectors" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45231.pdf Paper URL: https://www.ijtsrd.com/management/other/45231/customersâ-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
A Study on Role of Technology in Banking Sectorijtsrd
Â
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
India is a fast becoming country of mobile and internet. Government of India initiative such as âDigital Indiaâ, in future our country will become cashless economy. Due to advancement of technology, man becomes more convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their perception and satisfaction level towards using of such m-wallet payment gateways.
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
Â
Nowadays competition among company to the
company very serves, but most of the companies present
nearly the same product or service with their competitors. To
comprehend from competitors a firm need or offer superior
services. Customer satisfaction is now one of the important
key factors in the business sector. When it comes to banking
sector customer satisfaction level is differentiated to one bank
to another, thus measuring customer satisfaction is awfully
important. without satisfied customers, the bank cannot exist.
This work focus on the customer satisfaction in the retail
bank on city bank limited. This research is conducted to
affirm customer expectation on retail banking, which is
decisive for the growth of the company.
Customer perception towards banking servicesPriyank Thada
Â
This is my Dissertation Project on Customer Perception on Banking services in India this will help people to do research on Banking sector ⢠The purpose of the study is to explore the basic dimensions of service quality offered by Indian banking industry and its impact on individual customers by using the gap between the customer expectations and perceptions regarding the services offered by banking industry.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
Electronic Customer Relationship Management and Consumer Behaviour (A Study o...IJRTEMJOURNAL
Â
The study focuses on electronic customer relationship management and consumer behavior with
special emphasis on diamond bank Plc. Retail financial services in all markets, including emerging markets, are
undergoing major transformation that is driven by change, deregulation and customer sophistication. Electronic
Customer service and specifically online customer relationship management in particular is crucial to attaining
a sustainable competitive advantage, in the market place. The main objective of the study is to examine the effect
of electronic customer relationship management on customer patronage. A survey design was adopted for the
study and one hundred and ninety copies of structured questionnaire were used as primary data collection
instrument which was distributed to customers of diamond bank in the study area. However, the postulated
hypotheses were tested by employing the Pearson product moment Correlation Coefficient (PPMCC) statistical
tool which was facilitated by the statistical packages for social sciences (SPSS). The study however showed that
a significant relationship exists between e-CRM and consumer behavior. Furthermore, it was found that amongst
the dimensions of e-CRM, e-commitment and e-satisfaction impacts more significantly on customer patronage.
The study therefore concludes that Nigerian money deposit banks should increase their electronic platform
strategies since they commensurably impact on their level of customer patronage. However, the study
recommended that the key to efficient performance of Nigeria banking industry is hinged on their ability to
identify, attract, retain and develop their customers better than competitors and could be achieved by improved
e-trust, e-commitment and e-satisfaction. Limitation and suggestion for further studies was given.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Impact of Web Advertisement on Customers Perception - A Case of Banking Sectorscmsnoida5
Â
Nowadays a lot of innovative services are
offered by the financial service providers to their
customers. The use of more innovation in the
financial sector is the resultant of the day by day
advancement in the technology. Also customer
of today is well aware of the latest technology
and they demand their providers to execute
the technology for business prospective. Target
of all financial service providersâ advertisers
is to reach maximum customers. For this they
utilize every promotional and advertisement
channel so as to reach and inform maximum
public about their products. The purpose of
present study is to determine impact of web
advertisement on customer perception in case of
banking sector. The data will be collected from
200 approx respondents who are aware of the
web advertisements. The collected data will be
put in the Statistical Package for Social Sciences
(SPSS). Afterwards the regression analysis and
correlation analysis will be applied in order to
determine the impact of the web advertisement
on the purchase intention of the customers in
regards to the banking and investment products.
Predicting Corporate Failure - An Application of Discriminate Analysisscmsnoida5
Â
Corporate failure is a serious problem being
confronted by the corporate world. This issue
has been a subject of intensive research and
discussion by economists, bankers, creditors,
equity shareholders, accountants, marketing
and management experts. The present study
aims at developing a model for prediction
of corporate failure on the basis of financial
ratios. The study is based on the data of
selected firms from chemical industry (with
equal number of failed and non failed firms).
The discriminant analysis has been used to
discriminate between failed and non failed
firms. It is concluded that some of the
financial ratios can significantly differentiate
between failed and non failed firms. The
finding will be useful for the banks and other
financial institutions in designing a suitable
credit appraisal and monitoring system for their
loans. This model could guide the policy makers
to prepare an early warning system to avoid
bankruptcy.
Customersâ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
Â
Internet Banking is about using the infrastructure for digital age to create opportunities, both in local and global market. The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Indore district. Banks play a major role in all the economic and financial activities in modern society E banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking servicesThis paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Indore district. The sample size of the study is 80 the data is gathered from the primary information. For the purpose of analysis, the customerâs satisfaction in both banks has been assessed in seven dimensions based on the suggestions. Reliability, Accessibility, User friendliness, Privacy Security, Efficiency, Responsiveness and Fulfilment. ANOVA test were applied to test the hypotheses. Dr. Kamaljeet Bhatia "Customersâ Satisfaction on E-Banking Services in Indian Banking Sectors" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45231.pdf Paper URL: https://www.ijtsrd.com/management/other/45231/customersâ-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
A Study on Role of Technology in Banking Sectorijtsrd
Â
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
India is a fast becoming country of mobile and internet. Government of India initiative such as âDigital Indiaâ, in future our country will become cashless economy. Due to advancement of technology, man becomes more convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their perception and satisfaction level towards using of such m-wallet payment gateways.
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
Â
Nowadays competition among company to the
company very serves, but most of the companies present
nearly the same product or service with their competitors. To
comprehend from competitors a firm need or offer superior
services. Customer satisfaction is now one of the important
key factors in the business sector. When it comes to banking
sector customer satisfaction level is differentiated to one bank
to another, thus measuring customer satisfaction is awfully
important. without satisfied customers, the bank cannot exist.
This work focus on the customer satisfaction in the retail
bank on city bank limited. This research is conducted to
affirm customer expectation on retail banking, which is
decisive for the growth of the company.
Customer perception towards banking servicesPriyank Thada
Â
This is my Dissertation Project on Customer Perception on Banking services in India this will help people to do research on Banking sector ⢠The purpose of the study is to explore the basic dimensions of service quality offered by Indian banking industry and its impact on individual customers by using the gap between the customer expectations and perceptions regarding the services offered by banking industry.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
Electronic Customer Relationship Management and Consumer Behaviour (A Study o...IJRTEMJOURNAL
Â
The study focuses on electronic customer relationship management and consumer behavior with
special emphasis on diamond bank Plc. Retail financial services in all markets, including emerging markets, are
undergoing major transformation that is driven by change, deregulation and customer sophistication. Electronic
Customer service and specifically online customer relationship management in particular is crucial to attaining
a sustainable competitive advantage, in the market place. The main objective of the study is to examine the effect
of electronic customer relationship management on customer patronage. A survey design was adopted for the
study and one hundred and ninety copies of structured questionnaire were used as primary data collection
instrument which was distributed to customers of diamond bank in the study area. However, the postulated
hypotheses were tested by employing the Pearson product moment Correlation Coefficient (PPMCC) statistical
tool which was facilitated by the statistical packages for social sciences (SPSS). The study however showed that
a significant relationship exists between e-CRM and consumer behavior. Furthermore, it was found that amongst
the dimensions of e-CRM, e-commitment and e-satisfaction impacts more significantly on customer patronage.
The study therefore concludes that Nigerian money deposit banks should increase their electronic platform
strategies since they commensurably impact on their level of customer patronage. However, the study
recommended that the key to efficient performance of Nigeria banking industry is hinged on their ability to
identify, attract, retain and develop their customers better than competitors and could be achieved by improved
e-trust, e-commitment and e-satisfaction. Limitation and suggestion for further studies was given.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Impact of Web Advertisement on Customers Perception - A Case of Banking Sectorscmsnoida5
Â
Nowadays a lot of innovative services are
offered by the financial service providers to their
customers. The use of more innovation in the
financial sector is the resultant of the day by day
advancement in the technology. Also customer
of today is well aware of the latest technology
and they demand their providers to execute
the technology for business prospective. Target
of all financial service providersâ advertisers
is to reach maximum customers. For this they
utilize every promotional and advertisement
channel so as to reach and inform maximum
public about their products. The purpose of
present study is to determine impact of web
advertisement on customer perception in case of
banking sector. The data will be collected from
200 approx respondents who are aware of the
web advertisements. The collected data will be
put in the Statistical Package for Social Sciences
(SPSS). Afterwards the regression analysis and
correlation analysis will be applied in order to
determine the impact of the web advertisement
on the purchase intention of the customers in
regards to the banking and investment products.
Predicting Corporate Failure - An Application of Discriminate Analysisscmsnoida5
Â
Corporate failure is a serious problem being
confronted by the corporate world. This issue
has been a subject of intensive research and
discussion by economists, bankers, creditors,
equity shareholders, accountants, marketing
and management experts. The present study
aims at developing a model for prediction
of corporate failure on the basis of financial
ratios. The study is based on the data of
selected firms from chemical industry (with
equal number of failed and non failed firms).
The discriminant analysis has been used to
discriminate between failed and non failed
firms. It is concluded that some of the
financial ratios can significantly differentiate
between failed and non failed firms. The
finding will be useful for the banks and other
financial institutions in designing a suitable
credit appraisal and monitoring system for their
loans. This model could guide the policy makers
to prepare an early warning system to avoid
bankruptcy.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
Â
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
Â
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
Â
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
Â
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
Â
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
A study on service quality assessment in state bank of travancoreBella Meraki
Â
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firmâs service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
Memorandum Of Association Constitution of Company.pptseri bangash
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www.seribangash.com
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1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.3
Customer Perception of Services Quality in The Retail
Banking Sector
H.VasanthaKumari
Research Scholar and Faculty, Sathyabama University, Chennai.
S.Sheela Rani
Research Supervisor, Professor, New college Institute of Management, Chennai.
Abstract
Service quality is becoming more crucial for banks to maintain their market shares. This
study tries to identify the perception of customers of banks through the relationship of
five factors along with the demographic characteristics of customers. A total of 304 retail
banking customers have been taken for the study and convenience sampling method was
adopted for collecting a sample. Factor analysis revealed five factors and results of
analysis of variance (ANOVA) indicated that while age, gender, occupation have no
significant effect on customer perception of service quality and income and qualification
differs significantly.
Key words: Retail banks, Customer satisfaction and SERVQUAL
Introduction
Service quality has become an important factor among the customers in retail
banking. For the success and survival in the banking sector, provision of high service
quality is necessary in meeting several requirements such as customer satisfaction and its
consequent loyalty, attracting new customers and to increase the market share and
profitability. Service quality is consistently viewed in the literature as a unique construct
from customer satisfaction. The consumer considers that the service quality stems from a
comparison of what he feels about the service and what is the performance of that service
offering. In short, in order to evaluate the service quality the discrepancy between
consumerâs expectations and perception should be calculated. All the five service quality
offering variables will influence the overall service quality. Earlier to this Gronroos
(1984) also proposed a conceptual model for service quality and also identified the
possible determinants of perceived quality.
The service quality has become a principal competitive weapon in the banking
industry. Services are intangible and are also not easily duplicated. Quality on the other
hand, is differentiable and stems from the expectations of the customers, Hence, it is
necessary to identify and prioritize the customersâ expectations for service quality and
incorporate these expectations into a service process for improving quality. The key
variables in meeting customer expectations begin with identifying the specific
characteristics of service quality as perceived by the customer who defines the nature and
importance of service quality.
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Vol 3, No.3
Among the service industry, the banking sector is perhaps the largest one that
caters to the needs of people belonging to all sections of society. Moreover, perceived
service quality tends to play a significant role in high involvement (high interaction
between customers and service providers) industry like banks (Angur et al., 1999). Also,
banks traditionally have long term business relationships with customers. In addition, the
banking sector is large enough to capture and represent almost all the critical features of
customer-perceived service quality and the critical dimensions of TQS that the
management may have to encounter in order to manage a service organization
effectively.
Literature Review
Measuring Service quality:
Perceived service quality can be defined as a global judgment or attitude related
to the superiority of a service (Parasuraman et al., 1988). The term perception pertains to
the consumersâ beliefs concerning the received or experienced service (Brown and
Swartz, 1989; Parasuraman et al., 1988). Woodruff (1997) pointed out that there were
two perspectives about customer value: the view of the customer that represented the
value or perceived value received from the bankers by the customer, and the value of the
customer to the bankers. Treacy and Wiersemaâs (1993) statement âindustry leaders
changed what customers valued . . . then boosted the level of value that customers
expectedâ clearly indicated that they believed customer value to be the value that was
gained by the customer by using the products and services of the organization.
The perceived quality of the service is therefore assessed by means of an analysis
of the âgapsâ between the perceptions of actual service provided and the service
expectations of the consumer. Boyd et al. (1994) conducted a survey of households in the
UK to evaluate the relative importance attached to the selection criteria used to choose a
financial institution. Respondents perceived the reputation of the institution as the most
important valuation criterion. An understanding of customer expectations was a
prerequisite for delivering superior service. Customers compared perceptions with
expectations when judging the service of an organization (Parasuraman et al., 1991).
Parasuraman et al. (1990) developed a methodology called SERVQUAL that measured
the difference between customersâ perceptions of a service and their expectations of the
service. Yang and Jun (2002) examined perceptions of service quality by sampling both
internet purchasers and non-purchasers. They found six service quality dimensions were
perceived by internet purchasers: reliability, access, ease of use, personalization, security,
and credibility. However, seven dimensions were present for the non-users. Unique to
non-Purchasers were the dimensions of responsiveness and availability, while the
credibility dimension did not come up.
A study conducted by Cronin and Taylor (1992) has found that their perception-
only erasure of service quality (SERVPERF) outperformed the traditional SERVQUAL
because the former scale has provided a more construct-valid explication to service
quality due to their content validity and the evidence of their discriminate validity. Also,
Wall and Payne(1973) note that when people are asked to indicate the âdesired levelâ
(expectations) of a service and the âexisting levelâ(perceptions) of the service, there is a
psychological constraint that people always tend to rate the former higher than the latter
(E>P). Babakus and Boller1992 have found that service quality, as measured in the
SERVQUAL scale, relies more significantly on the perception score than on the
expectation score. Apart from this, respondents appear to be bored, and sometimes
confused by the administration of E and P version of SERVQUAL (Bouman and van der
wiele, 1992. Undoubtedly, boredo and confusion will adversely affect data quality.
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Vol 3, No.3
Therefore, perception- only measure seems to be more realistic and applicable in this
study.
Hypothesis of the study
Following hypothesis have been selected in the study based on the analytical
interpretations in the previous section:
H01: Gender of respondents has no significant impact on the customer perception towards
services offered by their banks.
H02: Age of respondents has no significant impact on the customer perception towards
services offered by their banks.
H03: Income of respondents has no significant impact on the customer perception towards
services offered by their banks.
H04: Qualification of respondents has no significant impact on the customer perception
towards services offered by their banks.
Methodology
Research instrument
In order to test the customer perceptions towards retail banking services within
the framework of the value disciplines, a questionnaire with two sections was designed
(Treacy and Wiersema, 1993, 1995). Section captured demographic information for the
purpose of describing the sample. Section B was designed to measure customer
perceptions of the value being delivered by their banks. The 16 statements were measured
on a Five point Likert scale where 5 indicated strongly agree and 1 strongly disagrees.
Sample
Present study is an empirical research to study the demographic influences on
customer perception towards retail banking services offered by their banks. The survey
questionnaires were distributed to 350 respondents in Chennai, 304 usable questionnaires
were collected, resulting in an 86.9 percent response rate. The Study was conducted in
Chennai during the period of Jan â March 2011. Convenient sampling method was
adopted for collecting a sample. The data was analyzed using SPSS version 16.0 for
windows throughout the study.
Results and Discussion:
The demographic characteristics of the respondents are summarized in Table 1.
Of the 304 respondents 65.1 per cent of them were male, 53.6 per cent were between 18
and 30 years old, and 47 per cent had a bachelorâs degree. The majority had a monthly
salary between 41, 000 and 60, 000. 48 percent of the customers are private employees
and 30.9 percent of the customers are working in government in Chennai.
Factor analysis:
A principal components factor analysis with varimax rotation was performed on
the 16 items that assessed the perceived service quality of the retail banking. Out of 16
items four items removed due to low scoring. The statistical test result (KMO =0.693,
Bartlett's Test of Sphericity 997.570, Significance 0.000) indicated that the factor
analysis method was appropriate. Thus, the 12 items were reduced to five factors with
eigenvalues greater than 1.0, which were retained for subsequent analysis. The resultant
factor structure explained 67.514 of the item variance. The five factors and the loadings
are listed in Table 2. The overall reliability of this construct was satisfactory (Cronbachâs
coefficient alpha = 0.746), while the reliability coefficients for five factors ranged from
0.498 to 0.722 indicating a fair to good internal consistency among the items of each
dimensions.
Factor 1, which was labeled as âServicesâ, was composed of four items
(Coefficient alpha = 0.722) and accounted for 25.432 percent of the variance. This factor
was dominated by items such as technological services, good internet banking facility.
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Factor 2 comprised of three items that related to the âReliabilityâ of the services
(Coefficient alpha = 0.623) and accounted for an additional 14.051 percent of the
variance. Queries and complaints, low interest rates on loans are the items occupy highest
loadings.
Factor 3 was labeled as âTangiblesâ that included three items (Coefficient alpha
= 0.498). It accounted for the additional 10.558 percent of the total variance. The three
items were convenient operating hours, modern looking equipments, and fast in solving
problems. These were all influences customers when entering in to bank. These
characteristics helped to establish the image of the bank and influences customer
expectations.
Factor 4 wasâTime Durationâ that contain only one item is time taken by the bank
for sanctioning loan. It accounted for the additional 9.535 percent of the variance.
Factor 5 was interpreted as a âGrowthâ and contains one item of growth of my bank
is better than others and it accounted for the 7.939 of the variance.
Table: 1 Result of factor analysis
Factor Label Item Factor % of
Loadings variance
1 Services My bank is providing high technological services 0.864
(Îą = .722) My bank has very good internet banking facility 0.719
My bank has convenient ATM locations 0.650 25.432
My bank offers wide range of banking services 0.579
2 Reliability My queries and complaints are handled 0.752
(Îą = .623) immediately
My bank is charging low interest rates on loans 0.735 14.051
My bank takes care of confidentiality and privacy 0.663
of its customers
3 Tangibles My bank has convenient operating hours 0.773
(Îą = .498) My bank has modern looking equipment 0.700 10.558
My bank is relatively fast in solving problems 0.516
4 Time Time taken by my bank for sanctioning loan is 0.847 9.535
Duration comparatively less
5 Growth Growth of my bank is better than others 0.867 7.939
General tendency of customersâ perception
After analyzing the differences in mean values in customer perception on service
service quality, comparing the ranking of the mean value is also important, as it provides
an understanding how the customer priorities the items. Among the five factors, Services
had the highest mean score (15.42) that was followed by Tangibles (11.94), Reliability
(11.42), Time duration (4.24) and growth (4.20). The mean score of services was 15.42
which indicated that most respondents appreciated the services of the retail banking in the
sense that the bank provided high technological services, good internet banking facility,
Convenient ATM locations and wide range of services. Growth of the bank scored the
lowest score of 4.20
Table: 2 Ranking of choice criteria
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Dimensions Minimum Maximum Mean Std. Deviation Rank
Services 9 20 15.42 2.544 I
Reliability 6 15 11.42 1.833 III
Tangibles 6 15 11.94 1.419 II
Time Duration 2 5 4.24 .470 IV
Growth 3 5 4.20 .427 V
Customer Service quality perception
According to Webster (1989), there is a need to examine the demographic
characteristics of customers when evaluating service quality in retail banking. Therefore,
the demographic data were adopted to examine their association with various dimensions.
In this study some of the demographic characteristic yielded significant differences at
0.05 levels in the perceptions of the service quality. ANOVA and t test results are shown
in Table 3.
First, significant differences for the income of the respondents were found in four
factors: Services (p=0.019), reliability (p=0.002), Tangibles (p=0.000), and Time
duration (p=0.012). âServicesâ considered to be good by irrespective of all income
groups especially in the income level of 41,000 â 60,000 it shows the highest mean value
of 15.98 and the next factor rely by the customers is âTangiblesâ and the highest mean
score is 12.80 in this all the income group people are accepting the same but in the
income group of 61, 000- 80,000 says that they are more satisfied with âReliabilityâ than
âTangiblesâ. Next highest means score 11.91 obtained by âReliabilityâ especially in the
income level of 21,000 â 40,000 and the least mean score is accompanied by âTime
durationâ.
The qualifications of respondents are classified in to three categories such as
graduate, post graduate and others. ANOVA test has been applied to find out whether any
difference can be found by respondents having different qualifications. Significant
difference for education was found in three factors: Reliability (p = 0.021), Tangibles (p
= 0.000), and Time Duration (p = 0.024). Among these factor most of the customers are
highly satisfied with âTangiblesâ and it has a highest mean score of 12.79. Next factor
satisfied by the customers was âReliabilityâ with the highest mean value of 12.18 and the
least mean score obtained by âTime durationâ. While comparing to graduate and post
graduate, especially others category are expressed that they are more satisfied with
âTangiblesâ and âReliabilityâ.
Last significant difference can be found in marital status in the factor of
âReliabilityâand in the age group significant difference can be found only in the factor of
âTime Durationâ.
Table 3 Effect of demographic variable on retail service quality perceptions
N Services Reliability Tangibles Time Growth
Duration
Age
18-30 163 15.29 11.26 11.88 4.21 4.21
31-40 96 15.44 11.60 11.96 4.22 4.21
41-50 26 15.85 11.65 11.88 4.35 4.23
51-60 9 15.67 11.33 12.33 4.11 4.11
above60 10 16.20 11.70 12.70 4.60 4.00
p value 0.702 0.573 0.417 0.0073** 0.574
Gender
Male 198 15.28 11.39 11.97 4.24 4.18
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Female 106 15.70 11.46 11.90 4.23 4.25
p value 0.170 0.757 0.668 0.778 0.218
Income
<=20,000 73 14.58 10.68 11.64 4.27 4.22
21,000-40,000 69 15.38 11.91 12.13 4.28 4.28
41,000-60,000 101 15.98 11.67 12.12 4.17 4.18
61,000-80,000 31 15.68 11.35 11.19 4.06 4.13
81,000-1,00,000 20 15.55 11.30 12.80 4.45 4.20
>1,00,000 10 15.30 11.20 11.70 4.50 4.10
p value 0.019* 0.002** 0.000** 0.012* 0.562
Educational
qualification
Graduate 143 15.48 11.44 12.03 4.31 4.20
post graduate 128 15.31 11.20 11.63 4.16 4.21
others 33 15.61 12.18 12.79 4.18 4.18
p value 0.784 0.021* 0.000** 0.024* 0.940
Occupation 43 14.98 10.72 11.79 4.16 4.19
Student 146 15.60 11.55 11.86 4.27 4.22
Pvt.employees 94 15.31 11.54 12.03 4.18 4.22
Govt.employees 21 15.62 11.33 12.43 4.43 4.05
Businessmen 0.502 0.056 0.286 0.089 0.354
p value
Marital Status 74 15.34 11.04 11.84 4.23 4.20
Single 230 15.45 11.54 11.98 4.24 4.20
Married 0.737 0.042* 0.460 0.881 0.977
p value
Notes: **Significant at p < 0.01, * Significant at p < 0.05
In this study customer demographic characteristics entered as control variables
which also influenced customersâ perception on retail banking. Analysis of Variance
(ANOVA) has been used to investigate relationship between customer perceptions
towards banking services and customer demographic characteristic. Customer
demographic characteristics had been divided in to six factors including age, gender,
education level, occupation, monthly income and marital status. According to the results
with 95% confidence, gender and occupation does not have significant impact on the
customer perception towards services offered by the bank. Hence, it can be concluded
that all respondents irrespective of gender and occupation customers perceive the various
factors in the same manner. Also with 95% confidence in income, growth factor (Sig =
0.562) , under education the dimension for services (Sig = 0.784) and growth (Sig =
0.940), while analyzing the age group except âTime Durationâ and remaining all the
factor does not show the significant relationship with overall perception towards banking
services.
CONCLUSION
Service quality has been considered to be most important factor by the consumers.
This study analyzed the practicality of measuring the retail service quality perceptions
and its influence on demographic factors. Findings from this study provide an initial
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Vol 3, No.3
understanding on the direction of the customerâs perception about the service quality in
retail banking. This provides proper guidelines to the service providers to improve their
service offerings. The results of this study indicated customer perception can be
influenced the effects of bank service quality on performance. Customer perception can
be considered as the key contrast to bank for the overall performance. While the study
found that four factors in income (Services, reliability, Tangibles, and Time duration),
three factor in Qualification(reliability, Tangibles, Time duration), one factor in marital
status (reliability) and one factor in age group (Time duration) which indicating
significant relationship between demographic characteristics and customer perception
towards services offered by their banks. âServicesâ considered being good by irrespective
of all income groups especially in the income level of 41,000 â 60,000. All the customers
are highly satisfied on the services provided by the bank. While discussing about
qualification, most of the customers were found good and comfortable in bank operating
hours, fast in solving problems. Important results reveal from the study that irrespective
of gender and occupation, customers perceive the various factors in the same manner. For
better service quality, the service providers have to improve the weaknesses in order to
attract new customers.
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banking industry: an assesment in a developing economyâ, International journal
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