This document summarizes a research study that examined the relationship between service quality, customer satisfaction, and customer loyalty in the banking sector of Bangladesh. The study developed a conceptual model linking the dimensions of service quality to customer satisfaction and loyalty. It hypothesized that higher levels of reliability, responsiveness, tangible aspects, assurance, empathy, security, access to services, reputation, and services offered would lead to greater customer satisfaction. It also hypothesized that greater customer satisfaction and bank reputation would lead to higher customer loyalty. The study aimed to test this model using a survey of 222 bank customers in Bangladesh to determine if findings from other contexts generalized to a developing country setting like Bangladesh.
11.the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. It indicates that prior studies show positive correlations between the constructs. The results of this study found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the Bangladesh retail banking sector.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
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.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
A study on service quality assessment in state bank of travancoreBella Meraki
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 firm’s 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.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
The document discusses a study on measuring customer satisfaction in state-owned banks in Bangladesh. The study aims to identify factors that affect customer satisfaction in state-owned commercial banks compared to private banks. It develops a model of customer satisfaction using factors like responsiveness, assurance, physical comfort, variety of services, and inappropriate employee behavior. The model is tested through surveys with bank customers. The results found that responsiveness, physical comfort and assurance were the most important drivers of customer satisfaction for state-owned bank customers. The study concludes that state-owned banks should focus on improving responsiveness, physical environments, and ensuring customer issues are resolved to enhance customer satisfaction.
Influence of Interest Rate, Location, Services and Credit Procedures to Decis...QUESTJOURNAL
ABSTRACT: The purpose of this study is to determine the Influence of Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch. The population in this study were customers in the last year in April 2012 until April 2013 At Bank Sulselbar Makassar Branch with the number of samples of 80 people. Methods in collecting data in this study are questionnaires, interviews, and documentation. The method of data analysis using descriptive method and quantitative method that is by multiple linear regression analysis used to measure the Influence of Interest Rate, Location, Service and Credit Procedure To Decision Of Taking Credit At Bank Sulselbar Makassar Branch. Based on the F test of independent variables (interest rates, location, service and credit procedures) together have a positive and significant effect on the dependent variable that is the decision to take credit. By testing the correlation coefficient (R) obtained that the level of correlation or relationship between Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch is a high relationship that is 61.8%. And the rate of interest is the most dominant factor influencing Decision Making Sulselbar Credit Bank Branch In Makassar.
11.the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. It indicates that prior studies show positive correlations between the constructs. The results of this study found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the Bangladesh retail banking sector.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
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.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
A study on service quality assessment in state bank of travancoreBella Meraki
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 firm’s 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.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
The document discusses a study on measuring customer satisfaction in state-owned banks in Bangladesh. The study aims to identify factors that affect customer satisfaction in state-owned commercial banks compared to private banks. It develops a model of customer satisfaction using factors like responsiveness, assurance, physical comfort, variety of services, and inappropriate employee behavior. The model is tested through surveys with bank customers. The results found that responsiveness, physical comfort and assurance were the most important drivers of customer satisfaction for state-owned bank customers. The study concludes that state-owned banks should focus on improving responsiveness, physical environments, and ensuring customer issues are resolved to enhance customer satisfaction.
Influence of Interest Rate, Location, Services and Credit Procedures to Decis...QUESTJOURNAL
ABSTRACT: The purpose of this study is to determine the Influence of Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch. The population in this study were customers in the last year in April 2012 until April 2013 At Bank Sulselbar Makassar Branch with the number of samples of 80 people. Methods in collecting data in this study are questionnaires, interviews, and documentation. The method of data analysis using descriptive method and quantitative method that is by multiple linear regression analysis used to measure the Influence of Interest Rate, Location, Service and Credit Procedure To Decision Of Taking Credit At Bank Sulselbar Makassar Branch. Based on the F test of independent variables (interest rates, location, service and credit procedures) together have a positive and significant effect on the dependent variable that is the decision to take credit. By testing the correlation coefficient (R) obtained that the level of correlation or relationship between Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch is a high relationship that is 61.8%. And the rate of interest is the most dominant factor influencing Decision Making Sulselbar Credit Bank Branch In Makassar.
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 on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
This document analyzes customer satisfaction with retail banking services at City Bank Limited in Bangladesh. It conducts a case study through a survey of 50 City Bank customers to measure their expectations and satisfaction levels. The survey finds that customers are generally satisfied with reliability but less satisfied with accessibility, fees, and ATM services. To improve satisfaction, the bank should focus on expanding its branch network, simplifying the account opening process, improving ATM availability and reducing transaction fees. The study aims to help City Bank enhance its customer service and better meet customer needs.
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
The document discusses a study on customer satisfaction with the quality of services provided by Bank Muamalat in Indonesia. It analyzes customer expectations, the importance of quality aspects to customers, and Bank Muamalat's performance on quality dimensions. The study found that customer expectations and the importance of quality received high scores, meaning expectations and quality were very appropriate. Bank Muamalat's performance on quality of service also received a high score, categorized as very good. The study aimed to evaluate customer satisfaction with Bank Muamalat's service quality.
To Identify Service Qulaity Gaps in Banking Sector in Indiareach2samik
This document is a thesis submitted by Mr. Samik Datta and Senjuti Sarkar to the Indian Institute of Social Welfare and Business Management examining service quality gaps between public, private, and foreign banks in India. The thesis acknowledges those who supported the research. It then provides an introduction on the role of banks in the Indian economy and discusses factors that influence customer perceptions of service quality. The thesis outlines its objectives, scope, limitations and methodology before analyzing primary data collected on customer perceptions. It concludes with recommendations and identifying areas for further research.
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
Credit exposure and lending decision quality of private commercial banks in b...Alexander Decker
This document summarizes a research study that examined the level of credit exposure and lending decision quality of local private commercial banks in Bangladesh from 2007-2011. The study used five financial ratios to measure credit performance: non-performing loan to total loan ratio, loan loss reserve to total loan ratio, loan loss reserve to non-performing loan ratio, capital adequacy ratio, and tier 1 capital ratio. An analysis of variance found that the non-performing loan to total loan ratio, loan loss reserve to total loan ratio, and loan loss reserve to non-performing loan ratio differed significantly between conventional and Islamic banks, while the capital adequacy ratio and tier 1 capital ratio did not differ significantly. The study also found an
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
Evaluation of individual depositors’ satisfaction from the depositAlexander Decker
This document summarizes a research paper that evaluated individual depositors' satisfaction with deposit management services from commercial banks in Bangladesh. The study used a questionnaire to survey 270 depositors across 10 banks on their satisfaction with factors like reliability, responsiveness, assurance, empathy and tangibles. Regression analysis found that responsiveness, assurance and tangibles had a statistically significant effect on overall satisfaction, while customer characteristics like bank type and experience also affected satisfaction. The depositors were most satisfied with the easy account opening procedure and least satisfied with account charges. The findings can help banks improve depositor satisfaction and maintain stable deposits.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
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 Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
Correlate of Service Quality Dimensions and Customer Loyalty in the Nigerian ...IOSRJBM
This document discusses a study that investigated the relationship between service quality dimensions and customer loyalty in the Nigerian telecommunications market. The study specifically looked at whether customer satisfaction plays a mediating role. It reviewed literature on key concepts like service quality, customer satisfaction, and loyalty. It discussed models for measuring service quality, particularly the SERVQUAL model. The study utilized survey data from 183 telecom customers and correlation analysis to examine relationships between service quality dimensions, customer satisfaction, and loyalty. It found that the empathy dimension of service quality had a strong positive relationship with both customer loyalty and satisfaction. This suggests that telecom customers value individualized attention, even in a low-touch service industry.
This study examines how customer demographics influence perceptions of service assurance at the State Bank of India. The researcher surveyed 330 bank customers, analyzing the effect of gender, qualification, occupation, income and their interactions on customer ratings of service assurance. The results showed that qualification and occupation had a significant influence. Specifically, undergraduate customers had higher assurance perceptions than graduate customers, and service class customers rated assurance higher than business class customers. The study concluded that banks should strengthen training to build employee expertise and manage customer expectations based on demographics.
This document contains a performance appraisal form for Aster Teleservices Pvt Ltd. It includes sections for self-assessment by the employee, performance assessment by reporting managers using ratings for various criteria, potential appraisal for level 3 and above employees, training assessment, and recommendations. The form collects information on the employee's job responsibilities, achievements, performance ratings, potential for growth, identified training needs, and whether the employee is recommended for confirmation, promotion, or pay increment.
A transformational generative approach towards understanding al-istifhamAlexander Decker
This document discusses a transformational-generative approach to understanding Al-Istifham, which refers to interrogative sentences in Arabic. It begins with an introduction to the origin and development of Arabic grammar. The paper then explains the theoretical framework of transformational-generative grammar that is used. Basic linguistic concepts and terms related to Arabic grammar are defined. The document analyzes how interrogative sentences in Arabic can be derived and transformed via tools from transformational-generative grammar, categorizing Al-Istifham into linguistic and literary questions.
A trends of salmonella and antibiotic resistanceAlexander Decker
This document provides a review of trends in Salmonella and antibiotic resistance. It begins with an introduction to Salmonella as a facultative anaerobe that causes nontyphoidal salmonellosis. The emergence of antimicrobial-resistant Salmonella is then discussed. The document proceeds to cover the historical perspective and classification of Salmonella, definitions of antimicrobials and antibiotic resistance, and mechanisms of antibiotic resistance in Salmonella including modification or destruction of antimicrobial agents, efflux pumps, modification of antibiotic targets, and decreased membrane permeability. Specific resistance mechanisms are discussed for several classes of antimicrobials.
A unique common fixed point theorems in generalized dAlexander Decker
This document presents definitions and properties related to generalized D*-metric spaces and establishes some common fixed point theorems for contractive type mappings in these spaces. It begins by introducing D*-metric spaces and generalized D*-metric spaces, defines concepts like convergence and Cauchy sequences. It presents lemmas showing the uniqueness of limits in these spaces and the equivalence of different definitions of convergence. The goal of the paper is then stated as obtaining a unique common fixed point theorem for generalized D*-metric spaces.
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 on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
This document analyzes customer satisfaction with retail banking services at City Bank Limited in Bangladesh. It conducts a case study through a survey of 50 City Bank customers to measure their expectations and satisfaction levels. The survey finds that customers are generally satisfied with reliability but less satisfied with accessibility, fees, and ATM services. To improve satisfaction, the bank should focus on expanding its branch network, simplifying the account opening process, improving ATM availability and reducing transaction fees. The study aims to help City Bank enhance its customer service and better meet customer needs.
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
The document discusses a study on customer satisfaction with the quality of services provided by Bank Muamalat in Indonesia. It analyzes customer expectations, the importance of quality aspects to customers, and Bank Muamalat's performance on quality dimensions. The study found that customer expectations and the importance of quality received high scores, meaning expectations and quality were very appropriate. Bank Muamalat's performance on quality of service also received a high score, categorized as very good. The study aimed to evaluate customer satisfaction with Bank Muamalat's service quality.
To Identify Service Qulaity Gaps in Banking Sector in Indiareach2samik
This document is a thesis submitted by Mr. Samik Datta and Senjuti Sarkar to the Indian Institute of Social Welfare and Business Management examining service quality gaps between public, private, and foreign banks in India. The thesis acknowledges those who supported the research. It then provides an introduction on the role of banks in the Indian economy and discusses factors that influence customer perceptions of service quality. The thesis outlines its objectives, scope, limitations and methodology before analyzing primary data collected on customer perceptions. It concludes with recommendations and identifying areas for further research.
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
Credit exposure and lending decision quality of private commercial banks in b...Alexander Decker
This document summarizes a research study that examined the level of credit exposure and lending decision quality of local private commercial banks in Bangladesh from 2007-2011. The study used five financial ratios to measure credit performance: non-performing loan to total loan ratio, loan loss reserve to total loan ratio, loan loss reserve to non-performing loan ratio, capital adequacy ratio, and tier 1 capital ratio. An analysis of variance found that the non-performing loan to total loan ratio, loan loss reserve to total loan ratio, and loan loss reserve to non-performing loan ratio differed significantly between conventional and Islamic banks, while the capital adequacy ratio and tier 1 capital ratio did not differ significantly. The study also found an
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
Evaluation of individual depositors’ satisfaction from the depositAlexander Decker
This document summarizes a research paper that evaluated individual depositors' satisfaction with deposit management services from commercial banks in Bangladesh. The study used a questionnaire to survey 270 depositors across 10 banks on their satisfaction with factors like reliability, responsiveness, assurance, empathy and tangibles. Regression analysis found that responsiveness, assurance and tangibles had a statistically significant effect on overall satisfaction, while customer characteristics like bank type and experience also affected satisfaction. The depositors were most satisfied with the easy account opening procedure and least satisfied with account charges. The findings can help banks improve depositor satisfaction and maintain stable deposits.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
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 Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
Correlate of Service Quality Dimensions and Customer Loyalty in the Nigerian ...IOSRJBM
This document discusses a study that investigated the relationship between service quality dimensions and customer loyalty in the Nigerian telecommunications market. The study specifically looked at whether customer satisfaction plays a mediating role. It reviewed literature on key concepts like service quality, customer satisfaction, and loyalty. It discussed models for measuring service quality, particularly the SERVQUAL model. The study utilized survey data from 183 telecom customers and correlation analysis to examine relationships between service quality dimensions, customer satisfaction, and loyalty. It found that the empathy dimension of service quality had a strong positive relationship with both customer loyalty and satisfaction. This suggests that telecom customers value individualized attention, even in a low-touch service industry.
This study examines how customer demographics influence perceptions of service assurance at the State Bank of India. The researcher surveyed 330 bank customers, analyzing the effect of gender, qualification, occupation, income and their interactions on customer ratings of service assurance. The results showed that qualification and occupation had a significant influence. Specifically, undergraduate customers had higher assurance perceptions than graduate customers, and service class customers rated assurance higher than business class customers. The study concluded that banks should strengthen training to build employee expertise and manage customer expectations based on demographics.
This document contains a performance appraisal form for Aster Teleservices Pvt Ltd. It includes sections for self-assessment by the employee, performance assessment by reporting managers using ratings for various criteria, potential appraisal for level 3 and above employees, training assessment, and recommendations. The form collects information on the employee's job responsibilities, achievements, performance ratings, potential for growth, identified training needs, and whether the employee is recommended for confirmation, promotion, or pay increment.
A transformational generative approach towards understanding al-istifhamAlexander Decker
This document discusses a transformational-generative approach to understanding Al-Istifham, which refers to interrogative sentences in Arabic. It begins with an introduction to the origin and development of Arabic grammar. The paper then explains the theoretical framework of transformational-generative grammar that is used. Basic linguistic concepts and terms related to Arabic grammar are defined. The document analyzes how interrogative sentences in Arabic can be derived and transformed via tools from transformational-generative grammar, categorizing Al-Istifham into linguistic and literary questions.
A trends of salmonella and antibiotic resistanceAlexander Decker
This document provides a review of trends in Salmonella and antibiotic resistance. It begins with an introduction to Salmonella as a facultative anaerobe that causes nontyphoidal salmonellosis. The emergence of antimicrobial-resistant Salmonella is then discussed. The document proceeds to cover the historical perspective and classification of Salmonella, definitions of antimicrobials and antibiotic resistance, and mechanisms of antibiotic resistance in Salmonella including modification or destruction of antimicrobial agents, efflux pumps, modification of antibiotic targets, and decreased membrane permeability. Specific resistance mechanisms are discussed for several classes of antimicrobials.
A unique common fixed point theorems in generalized dAlexander Decker
This document presents definitions and properties related to generalized D*-metric spaces and establishes some common fixed point theorems for contractive type mappings in these spaces. It begins by introducing D*-metric spaces and generalized D*-metric spaces, defines concepts like convergence and Cauchy sequences. It presents lemmas showing the uniqueness of limits in these spaces and the equivalence of different definitions of convergence. The goal of the paper is then stated as obtaining a unique common fixed point theorem for generalized D*-metric spaces.
A universal model for managing the marketing executives in nigerian banksAlexander Decker
This document discusses a study that aimed to synthesize motivation theories into a universal model for managing marketing executives in Nigerian banks. The study was guided by Maslow and McGregor's theories. A sample of 303 marketing executives was used. The results showed that managers will be most effective at motivating marketing executives if they consider individual needs and create challenging but attainable goals. The emerged model suggests managers should provide job satisfaction by tailoring assignments to abilities and monitoring performance with feedback. This addresses confusion faced by Nigerian bank managers in determining effective motivation strategies.
A usability evaluation framework for b2 c e commerce websitesAlexander Decker
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Abnormalities of hormones and inflammatory cytokines in women affected with p...Alexander Decker
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4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. A survey was conducted with 100 retail banking customers in Bangladesh to understand these relationships. The results found that all the constructs are positively correlated with each other and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
Customer Satisfaction in Retail Banks- Empirical Studyprem velpula
This document summarizes a study on customer satisfaction with retail banking services at selected private banks in Ghana. The study assessed customer satisfaction across five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. A questionnaire was administered to 140 customers across five banks to understand their satisfaction levels. The results found that responsiveness and assurance had the highest levels of customer satisfaction, while tangibles had the lowest. The study concluded that banks should focus on improving factors that increase customer satisfaction and loyalty in order to reduce customer attrition.
A comparative analysis of public and private sector banks in indiaAlexander Decker
This document discusses a study comparing customer satisfaction levels between public and private sector banks in India. It provides background on the banking industry and importance of customer satisfaction. The study was conducted through a survey of 160 bank customers in Chandigarh city. Statistical tests were used to analyze differences in customer perceptions of service quality between public and private banks. The results showed that private sector banks placed more emphasis on relationship building and had better infrastructure, leading to higher levels of customer satisfaction compared to public sector banks.
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...Aby Abdul Rabb
Abstract: The purpose of this research article is to evaluate the customers’ satisfaction towards the banking services rendered by the SBI in Kanyakumari District. The author conducted a literature search on banking services of SBI interviewing of its 150 customers and thoroughly scrutinized how it caters to the banking needs of the inhabitants of Kanyakumari district. The study also focused on various factors that determine the customers’ satisfaction like employees’ behaviour, banking services, banking performance, infra- structure facility, loan oriented services and other value added services. Analysis was made by using various tools like percentage Analysis, Chi- Square Test and charts. The result showed that there is a significant relationship between the variable of customer satisfaction and banking services of the SBI and the customers have a medium level of satisfaction. The SBI could consider the researcher’s suggestions in order to alleviate its reputation and customer satisfaction.
Keywords: Customer satisfaction, Banking Services and services of SBI.
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
This document summarizes a research study on the impact of physical evidence on customer perceptions of service quality at Transnational Bank in Nakuru, Kenya. The study examined how the bank's interior and exterior environment (spatial layout, ambient conditions, signage/artifacts) influence customer views of the reliability, responsiveness, assurance and empathy of bank services. A sample of 95 bank customers completed questionnaires. The results showed significant relationships between the physical branch environment and customer perceptions of service quality. Specifically, ambient conditions, spatial layout, and signage/symbols were found to influence how customers rate the service at the bank. The document provides context on the competitive pressures facing Kenyan banks and the importance of differentiating service quality.
Customers’ Satisfaction on E Banking Services in Indian Banking Sectorsijtsrd
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 customer’s 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 "Customers’ 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/customers’-satisfaction-on-ebanking-services-in-indian-banking-sectors/dr-kamaljeet-bhatia
Customer relationship management in indian retail banking industryiaemedu
- The document is from the International Journal of Management and discusses customer relationship management (CRM) in the Indian retail banking industry.
- It develops a framework for a Customer Relationship Management Model (CRMM) applicable to Indian retail banks and analyzes how service quality influences customer behavior and satisfaction levels.
- The results reveal a lack of CRM package adoption and awareness among bank employees, suggesting successful implementation requires creating the right culture and attitude to prioritize customer service.
Bank of India - Project Survey Report.pdfManav Saxena
The study was undertaken to know the preference of the customers. To determine the main factors influencing the level of customer satisfaction in Bank of India. To assess the level of customer satisfaction with the quality of service of Bank of India. The project is an attempt to find out the ways of customer satisfaction adopted by the Bank of India in the real world. So that it would be useful for a manager and staff in the real business when he will have the responsibility to do the same.
This research proposal aims to measure customer satisfaction between two local banks in Islamabad using the SERVQUAL model. The researcher will administer surveys using SERVQUAL's 22 questions to measure the gap between customers' expectations and perceptions of service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Descriptive statistics and t-tests will analyze the results to determine which dimensions most influence customer satisfaction and identify opportunities to improve service quality at each bank. The findings could help bank managers enhance their customer focus and service performance.
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
This document summarizes a research study on surveying the effective factors on customer satisfaction levels at state banks in Iran. The study examined four factors: service quality, administrative factors, physical factors, and personnel factors. Surveys were conducted with 200 bank customers in Abhar, Iran.
The results found that all four factors had a positive relationship with customer satisfaction levels. Within each factor, specific sub-factors were found to be most important: for service quality it was interest rates on bank deposits; for administrative factors it was the managerial potential of branch managers; for physical factors it was ATM systems; and for personnel factors it was the patience level of bank clerks against customer criticisms. The study concludes that focusing on these key
This document is a project report on customer satisfaction with public and private banks in Bangladesh. It includes an introduction outlining the objectives of assessing customer satisfaction levels across various service attributes. It then provides details on the methodology, including preparation of a questionnaire and data collection from 70 customers of 4 major banks. The literature review defines key concepts related to customer service, satisfaction, and their relationship to banking sector, customer loyalty, and service quality. Finally, the document outlines the structure and contents of the remaining chapters which will analyze the data and findings, provide recommendations, and draw conclusions.
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
The impact of service quality on customer satisfaction and loyaltyTran Thang
Service quality and it consequences has become controversial topic in services marketing literature that have researched in academic studies for over three decades. In this paper, the dimensional structure of the SERVQUAL scale will be explained within the Nigerian automobile repair services sector. Moreover, the paper demonstrates the impact of service quality on customer satisfaction and loyalty.
This document summarizes a study that used the SERVQUAL model to measure service quality at brokerage offices in Iran. The study applied SERVQUAL's framework of measuring gaps between customer expectations and perceptions across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Questionnaires were used to collect data on investors' expectations and perceptions of brokerage services. The results showed significant differences between investors' expectations and perceptions of service quality across all dimensions. Using SERVQUAL's gap analysis, brokerage managers can identify problems and strengthen areas of service delivery to better meet investors' expectations. This study was the first application of SERVQUAL in brokerage offices in Iran and aimed to improve service quality.
Service gaps in baking sector and comparison of local and foreign banksAyush Parekh
The document discusses service quality in the Indian banking sector. It begins by outlining the important role banks play in the Indian economy and then discusses some of the challenges facing the banking industry, including providing quality service and satisfying customers. The document examines how service quality is measured in banking and the importance of electronic banking for improving quality of service. It also explores the relationship between service quality and customer satisfaction. The study aims to identify service gaps and compare service quality between local and foreign banks in India through surveys of customers.
This document summarizes a study on analyzing service quality at State Bank of India. It reviews previous literature on comparing public and private bank customer perceptions. The objectives are to study SBI's services, the importance of service quality in banking, and customer perceptions of SBI's quality. The study is limited to SBI customers and time period. Findings show most respondents are male, aged 21-30, and agree employees are neat and facilities visually appealing. Suggestions include adapting to changing customer expectations, improving technology and infrastructure, and focusing on customer retention. The conclusion is that service quality is important for competitive advantage and this study analyzed customer expectations versus perceptions of SBI's quality.
This study aimed to measure the service attitudes of Pakistani banks by assessing employee and customer perceptions. A survey was conducted of 275 employees and customers from 5 randomly selected banks using a SERVQUAL questionnaire. The findings showed significant differences between how employees and customers rated the banks' performance on tangible, reliability, responsiveness, assurance and empathy dimensions. Most customers were male aged 21-30, while most employees were also male aged 21-30 with 0-5 years of experience. The study recommends banks focus on customer-oriented service quality initiatives and employee training to reduce gaps in perceptions.
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[4:55 p.m.] Bryan Oates
OJPs are becoming a critical resource for policy-makers and researchers who study the labour market. LMIC continues to work with Vicinity Jobs’ data on OJPs, which can be explored in our Canadian Job Trends Dashboard. Valuable insights have been gained through our analysis of OJP data, including LMIC research lead
Suzanne Spiteri’s recent report on improving the quality and accessibility of job postings to reduce employment barriers for neurodivergent people.
Decoding job postings: Improving accessibility for neurodivergent job seekers
Improving the quality and accessibility of job postings is one way to reduce employment barriers for neurodivergent people.
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1. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 4, 2011
Measuring Service Quality of Banks: An Empirical Study
Saiful Islam
Assistant Commissioner
Administrative Division
People’s Republic of Bangladesh
Cell Phone: 88 01722 262067
E-mail: rimelity.7442@gmail.com
Md. Borak Ali (Corresponding Author)
Associate Professor
Department of Marketing
University of Rajshahi, Bangladesh
Cell Phone: 88 01914 254160
Fax: 88 0721 750064
E-mail: borak_bbs@hotmail.com
Abstract
This study examines an interrelationship among service quality, satisfaction and customer loyalty. The
objective of this study is to establish an inter-linkage among service quality, satisfaction and loyalty. For
this purpose, existing SERVQUAL model has been extended to test the above linkage in a developing
country context. A quantitative research approach is used in this study. A sample of 222 bank clients was
drawn randomly from private and public sector banks in Bangladesh. The research findings suggest that
there is a strong influence of service quality dimensions on satisfaction. It is also found that the customer
satisfaction and reputation of the bank lead greater loyalty. Hence, the findings of the study would open up
a new method of designing banking service in developing country like Bangladesh. It will also guide the
bankers how well they could serve present and prospective customers. In fact, the study provides a
framework for bankers to offer quality service.
Key words: Banks, Service quality, Satisfaction, and Loyalty.
1. Introduction
During the last two decades, the service-oriented industry has potential growth (Hoffma & Bateson 2002)
and now constitutes a major portion of the world economy. Service has become an integral part of modern
business. Now-a-days, even manufacturers are paying greater attention in adding service features to their
products. This is attributed to downward pressure on prices caused by intense competition. One of the few
things that companies are left with is to distinct themselves in terms of quality of service they offer, which
has a direct impact on profit making. Thus quality of service is deeply intertwined with profits, customers’
expectations and eventual performance of a firm. As in many other industries, quality of services provided
is of paramount importance in banking sector owing to customers’ ability to easily switch to competitors.
There is limited scope in case of quantitative method of measuring service quality. However, a significant
contribution in this regard is by Parasuraman, et al. (1985). Service quality model (SERVQUAL)
developed by Parasuraman, et al. (1988) is extensively used to evaluate quality of service in different
business domains. Many researchers have also adopted this model to measure and evaluate service quality
of banks. Service quality issue is equally important both for private and public banks (Kangis & Voukelatos
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1997). Allred & Addams (2000) analyze service quality of the bank in its various dimensions from
customers’ perspective. Angur, et al. (1999) studied service quality dimensions of the banking industry in
developing economies. Jham & Khan (2008) measured relationship between banks performance and
customer satisfaction with a focus on quality of service. But there was no such study conducted to link
service quality dimensions with satisfaction and loyalty. Satisfaction is always unidirectional toward
loyalty. Customer loyalty is considered as a strong determinant for marketing services and is critical to
success of a business in today’s competitive marketplace. And banks are no exception (Ehigie 2006).
Bangladesh is a developing country with poor socio-economic conditions. Like many other economic
institutions, banking sector is also under explored and under developed in this country. However, recent
trends point to a more positive development and prospects in the industry. After deregulation and
privatization policy was implemented by the government, private banks have got enormous benefits to set
up facilities. As a result, numbers of private commercial and investment banks have been established. This
results significant development of banking industry in Bangladesh during recent past years. There are four
types of scheduled banks available in Bangladesh. These are: 1.State owned commercial banks 2.
Specialized banks 3. Local private commercial banks 4. Foreign commercial banks. A total of 48 banks
operating in the country. Among these four are publicly owned commercial bank , five are state owned
specialized bank and the rest thirty nine are private banks, of which thirty are privately owned commercial
banks and nine are foreign commercial banks (Bangladesh Economic Survey 2009).
The above picture shows that the banking business in Bangladesh is considerably competitive in nature.
Recently, a lot of changes are occurring in global banking with their varied approach and procedures in
dealing with customer as confronting competitors. Given the extent and scope of these changes,
Bangladeshi banks responded well to adapt to the changing global banking milieu. Contemporary banking
is mostly characterized by new service offerings supplemented by technology. .To meet growing needs and
expectations of clients, banks must invest heavily in services and technology infrastructure to satisfy and
retain their clientele. Service quality should therefore, be a prime consideration of banks. Thus service
quality measurement is inevitable to make customer satisfied as well as loyal toward a particular bank.
However, there is paucity of research regarding service quality, satisfaction and customer loyalty in the
banking sector in Bangladesh.
Though a lot of studies have been conducted on service quality, satisfaction and customer loyalty, no
integrated study has yet been to draw an interlink among service quality dimensions, satisfaction and
customer loyalty. Therefore, the research question addressed in this study is: what are the different service
quality dimensions in Bangladesh banking sector and how do they impact on customer satisfaction and
customer loyalty? The main objective of this study is to develop a model and test it through data collected
from a developing country banking sector like Bangladesh to determine the generalizability of the findings.
2. Literature Review
An extensive effort has been made to explore banking services in different developed country contexts. The
review of relevant literature reveals that very limited effort has been made in terms of correlating service
quality, satisfaction and loyalty in the banking sector. This study integrates a broad review of relevant
literature, which helps to synthesize the variables and research contexts regarding service outcome of both
public and private bank. Service quality is one of the important determinants for the success of a bank. It is
difficult to measure quality of service due to its distinct characters. In comparison, goods have tangible
characteristics and thus can be readily measured by objective indicators such as performance, physical
attributes and durability (Hoffman & Bateson, 2002). In fact, service quality is measured by intangible and
subjective elements such as attitudes, perceptions and feelings of customers. Increasingly service quality
dimension is becoming ever more important both for researchers and service providers.
A conceptual model concerning perceived service quality was first developed by Parasuraman et al. (1985).
They identify ten dimensions (tangible, reliability, responsiveness, competence, courtesy, credibility,
security, access, communication, and understanding the customer) of measuring service quality. The study
found that the differences between perceived performance and expected performance of these ten
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dimensions determine overall service quality. However, this conception does not examine any particular
service industry. Later, Parasuraman et al. (1988) revised their earlier conceptual model and conceptualized
perceived service quality as “a global judgment, or attitude, relating to the superiority of the service” and
also developed a 22-items instrument, recognized as SERVQUAL, which has become widely used as a
generic instrument for measuring service quality. The instrument items represent five dimensions:
reliability, responsiveness, tangibles, assurance and empathy. The conceptual model of Parasuraman et al.
(1988) can serve as a basis for understanding customer expectations and service performance. Lee et al.
(2000) have made substantial contribution to the service quality literature. They used SERVQUAL model
and identified determinants of perceived service quality. Furthermore, they tried to build a relationship of
these service quality determinants with satisfaction in the service-oriented firm. They have found that
perceived service quality is an antecedent of satisfaction. However, they did not pay attention to whether
loyalty can be the final outcome of service quality and satisfaction.
Further, researchers identified various service quality dimensions and these are used as independent
variables in several service quality studies. For example; Flavian et al. (2004) identified factors like access
to service, service offered, security, and reputation for measuring service quality. In this study, authors
measured corporate image especially in case of Internet banking domain to assist management of banks.
This paper is centered on developing and proposing a reliable and valid scale to measure corporate image
of a bank in the context of the Internet. Authors here ignored satisfaction and loyalty issues that can impact
on service quality. Kangis & Voukelatos (1997) have followed Parasuraman et al. (1988) and compared
service quality of public and private banks in a conceptual study. They found private bank providing better
service than public banks. However, no model was proposed and client’s satisfaction and loyalty were not
measured in their study. Joseph et al. (1999) used service quality indicators in banking sector. They
measured the impact of technology on service delivery. However, the study overlooked quality dimensions
for measuring the role of technology. Similarly, Jabnoun & Tamimi (2002) conducted a study to measure
perceived service quality of commercial banks in the context of United Arab Emirates and for this purpose,
they modified the SERVQUAL model. In this study, authors examined the relative importance of each
dimensions of service quality but they did not relate these dimensions with satisfaction and loyalty. Tamimi
& Amiri (2003) measured and analyzed service quality only for Islamic banks in UAE. This study also
considered service quality dimensions, but they did not relate these dimensions to customer satisfaction and
loyalty.
Surprisingly, most of the literature ignores loyalty as vital to success in banking services except Ehigie
(2006) study. This study examined how customers’ expectations, service quality, and satisfaction predict
loyalty among bank customers. This study found satisfaction and service quality as the most significant
predictors of customer loyalty. Although the study was conducted in an African context, it provides strong
case for adopting the proposed model for the current study.
3. Development of Conceptual Model and Hypotheses
From the review of relevant literature, it is clear that most of the scholars consider five dimensions for
measuring service quality. These seem to be most appropriate to identify firms’ service quality. In addition
to the major antecedents developed by Parasuraman et al. (1988), some researchers found other factors
significant in service quality study such as access to service, service offered, security, and reputation
(Flavian et al. 2004). In a similar vein, service quality dimensions lead to customer satisfaction, which
become the determinants of customer loyalty. Once a firm makes its customers satisfied, they become
loyal to the firm (Ehigie 2006).
These determinant factors have theoretical importance as well as conceptual and anchored in empirical
evidence that is included in our model. The model presented in Figure-1 illustrates direct and indirect links
among the variables.
Figure 1: Conceptual Framework of Service Quality Dimension and Its Relationships with Client’s
Satisfaction and Loyalty
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Reliability
Security Access
Responsiv
ene s s
Service Quality Dimensions
Tangibles Satisfaction Loyalty
Assurance
4. Theorization of Hypotheses
Reputation
Service quality: Zeithaml (1987) defines serviceServices as “The consumer’s judgment about an entity’s
quality
offered and results from a comparison of expectations to
overall excellence or superiority. It is a form of attitude,
Empathy
perceptions of performance received.” This attitude and judgment of the clients are formed by all five
dimensions (reliability, responsiveness, assurance, empathy and tangibles) of service quality. Positive score
on each of the five forces indicate higher service quality. Another important issue is the direction of
causality between service quality and satisfaction. The literature supports that there is a causal relationship
between service quality and satisfaction. It is also found that perceived service quality is an antecedent of
customer satisfaction (Lee et al. 2000).
Reliability: The literature also lends support to reliability as the most important service quality dimension.
It refers mainly to dependability and accuracy of performing service function. To evaluate service quality
of a bank, clients determine whether they can rely on bank’s services or not since it leads to greater
satisfaction. Therefore following hypothesis can be drawn.
H1:The greater the clients reliability on banks, the greater will be customer satisfaction.
Responsiveness: It emphasizes on the willingness and readiness of bank employees. A bank service can
also be measured by the willingness and readiness of service availability. The factor (responsiveness)
affects the customer satisfaction greatly and can be hypothesized as -
H2: The greater the bank employees responsiveness, the higher will be satisfaction.
Tangibles: This dimension refers to the physical facilities, equipment, and appearance of personnel. It
refers to the visible elements of bank and its surroundings (Parasuraman et al. 1985, 1988). Although
tangible elements do not directly influences satisfaction, however, a well-decorated office can affect the
perception of clients. Thus the hypothesis can be as follows-
H3: The more the banks’ tangible elements’ attractiveness, the greater will be satisfaction.
Assurance: Assurance denotes the ability of bank to make the clients assured about their deposit and
transaction. It includes employees’ knowledge, courtesy and ability to convey trust and confidence to the
clients and all concerned parties (Parasuraman et al. 1985 & 1988). Whenever a bank delivers assurance,
the customer satisfaction will obviously be boosted up. Thus, another hypothesis can be drawn as follows-
H4: The greater the banks’ assurance provided to clients, the higher will be customer satisfaction.
Empathy: This dimension refers to the level of caring and individual attention to special customers’
concerns, understanding need of customers, and having problem solving attitude directed towards client
group (Parasuraman et al. 1985 & 1988). Dealing with care and giving special attention make customers
bonded with a bank, hence, become satisfied. So hypothesis is:
H5: The greater the banks’ empathy to the customer, the greater will be customer satisfaction.
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Security: It is freedom from danger, risk or doubt. It entails physical safety, financial security and
confidentiality of client’s personal and financial information. It is found that secured and safe environment
is preferred by clients (Flavian et al. 2004; and Parasuraman et al. 1985). It leads to following hypothesis:
H6: The more perceived security of bank transaction, the greater will be the customer satisfaction.
Access to service: It is described as how conveniently a customer can get access to a bank service. It means
approachability and ease of contact. Greater accessibility increases the satisfaction of clients (Flavian et al.
2004). The hypothesis in this regard is:
H7: The easier the customer access to bank services, the higher will be customer satisfaction to the bank.
Services offered: Service offered by the bank must be attractive in the eyes of its clients. It comprises
interest given on savings, commission taken for services, interest charged for loans etc. Varieties of service
package enhance customer satisfaction. Hence, the following hypothesis is developed:
H8: The more attractive the banks’ offered services, the greater will be customer satisfaction.
Reputation: Reputation offers a strong organizational image and goodwill in any industry, even more so in
banking. Customer perceives reputation of bank based on the goodwill in dealings, which leads to increase
satisfaction in bank-client relationship. The hypothesis here drawn as such-
H9: The greater the reputation of the bank, the higherr will be customer satisfaction.
Once more, a bank’s clients tend to be more loyal if it enjoys excellent reputation and rapport. They
perceive that reputed banks are able to provide more advanced services. It facilitates a stronger bondage
and closer relationship with the bank. Further hypothesis is drawn as under:
H10: The greater the reputation of the bank, the higher will be customer loyalty.
Satisfaction: Satisfaction refers to overall feelings of pleasure or displeasure experienced by customers
during the process of getting services from the bank. When a customer feels that a particular bank is her
appropriate choice, given the quality of service received, it indicates that she is satisfied (Ahmed 2002,
Jham & Khan 2008 and Lee et al. 2000). Customer satisfaction and service quality are the significant
predictors of customer loyalty (Ehigie 2006). Thus it can be hypothesized that -
H11: The greater the clients satisfaction to the bank services, the higher will be customer loyalty.
Loyalty: In this study, loyalty is the ultimate dependent variable which is influenced by satisfaction and
reputation. All FIVE service quality dimensions and other FOUR variables lead to satisfaction. So all TEN
variables used in this study determine loyalty of the clients to their respective bank. Loyalty here defines
the depth of bank–clients relationship. It is a bondage between clients and bank(er). The more loyal
customer for the bank , the greater the possibility to be successful in banking business.
5. Research Methodology
5.1 Research Setting
An empirical research approach has been chosen for the study. The service quality model has gained much
importance over the last three decades to measure overall service standard of the firms. Several scholars
have conducted research related to SERVQUAL model however; authors have extends and adds some new
dimensions to existing model those are the contributory aspects of this study.
5.2 Unit of Analysis
The unit of analysis of this study is bank customers’ perception of service quality outcome of private and
public banks in Bangladesh. For this purpose, respondents were selected randomly to complete
questionnaire with respect to their evaluation for each statement of measures.
5.3 Sample and Research Design
On the basis of research title, all clients of both public and private bank could be included to define the
population. The database of ten banks including private and public banks is considered as a sampling frame
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of the study. Around 1000 clients were primarily drawn from their databases. A random telephone contact
to 700 respondents identified 500 knowledgeable respondents who agreed to participate in the survey.
Finally, the questionnaires were sent to them through postal mail and in personal. A follow up telephone
call and personal contact with the respondents yielded 258 responses in four weeks time. From the
collected questionnaire, 36 questionnaires were dropped due to respondent’s inability to fulfill, unconscious
responses and excessive missing data. Consequently, the size of the sample stands to 222 with a response
rate of 44%.
5.4 Measurement Development
Measures of all constructs in the questionnaire were developed based on extant literature. Multi-item scales
(seven point Likert scale) response formats were used to operationalize all the variables. The measurements
for each theoretical construct are described below:
Reliability: Reliability was operationalized using five indicators such as promised, dependable, consistent
service, and accurate and error free transactions. The items promised and dependable service, accurate and
error free transaction were borrowed from (Parasuraman et al. 1994; Kangis & Voukelatos 1999). The item
‘consistent service’ was taken from Allred & Addams (2000). The composite score was calculated from the
five indicators that was highly satisfactory (Alpha= 0.90).
Responsiveness: It also includes five indicators such as prompt and quick service, helping customer, quick
response, keeping clients informed and reduced waiting time. The study borrowed four items for this
construct from Parasuraman et al. (1994), and one item from Kangis & Vaokelatos (1999). The composite
score of the measures was highly satisfactory (Alpha=0.94).
Tangibles: This construct includes five item measures such as modern equipment, appealing decoration,
employee tables and professional, well-dressed employees. Here two items were borrowed from Kangis &
Voukelatos (1999) and other three items were taken from Parasuraman et al. (1994). The composite value
of the five items measures was highly satisfactory (Alpha=0.94).
Assurance: This dimension refers to employees’ knowledge, courtesy, ability to convey trust, confidence,
confidentiality and safety. For this construct measures were adopted from Kangis & Vaokelatos (1999) and
Parasuraman et al. (1994). The composite score of all five items was satisfactory (Alpha=0.88).
Empathy: This construct refers to the level of caring and individual attention provided to, understand the
need of, problem solving attitude to, convenient branch for the customers. For this construct, all the items
were borrowed from Parasuraman et al. (1994). The composite score of all items under this construct was
highly satisfactory (Alpha=0.91)
Security: It denotes five measures such as, security in transactions, of deposits, at entrance and exit and
secured financial data and employee desk and table. For this construct, indicators were borrowed from
Allred & Addams (2000) and Flavian et al. (2004). The composite score of all five measures was
satisfactory (Alpha=0.87).
Access to service: It means whether service is convenient, easy to access, and eases of contact. It includes
convenient office time and available time for transaction. Four measurement items for this construct were
taken from Flavian et al. (2004). One item was developed based on authors’ own understanding. The
composite score of all measurement items under this construct was calculated that was highly satisfactory
(Alpha=0.90).
Service offered: This construct includes all the service packages such as, interest given, interest charged,
commission charged, attractive services, and number of service available. All the measurement items for
this construct were borrowed from Flavian et al. (2004). The composite score of these measurement items
was highly satisfactory (Alpha=0.94).
Reputation: The measures of this construct include reputation for keeping promises, goodwill, image, mass
popularity and reputation for transaction with beneficiaries. For this construct, all indicators were adopted
from Flavian et al. (2004). The composite score of all indicators was satisfactory (Alpha=0.89).
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Satisfaction: It refers that customers are satisfied with performance, employee cooperation, and office
decoration and have no complain against the bank and the bank can meet expectations better. Measures for
this construct were incorporated from Ehigie (2006). The composite score of all the measures was highly
satisfactory (Alpha=0.95).
Loyalty: Loyalty is the ultimate dependent variable of the study. This measure has five indicators such as
customers are happy with service, will use the bank continuously, will introduce and influence others to use
the bank, and they think services are of high standard. All of the measurement indicators were taken from
Ehigie (2006). The composite score of all the measures was highly satisfactory (Alpha=0.94).
5.5 Questionnaire Development and Pre-testing
A pilot questionnaire was designed to test the applicability of the measures. This research instrument has
been redefined several times for perfection. Before conducting final survey, the study has gone through
with pre-testing the questionnaire for relevance, appropriateness and clarity. In questionnaire format, the
study followed seven point Likert’s scale (1= Strongly disagree to 7= strongly agree).
5.6 Method of Data Collection
Both mail survey and personal interview were conducted to collect data. Initially 300 questionnaires were
mailed to the respondents in different regions of the country and 200 questionnaires were personally
supplied to the respondents in a big metropolitan city. 95 reply mails questionnaires were received. In four
weeks time, out of 200 personally distributed questionnaires 163 were collected from the respondents.
6. Data Analysis and Results
6.1 Demographic and Personal Information
In the questionnaire, there were seven questions related to demographic and personal characteristics of the
respondents. These characteristics are accordingly analyzed as follows:
Of 222 respondents 194 (87.4%) were male and 28 (12.6%) were female. Most of the respondents were
between the age of 22 and 29. The highest frequencies were found at the age of 25 years revealing 23
respondents. The findings suggest that most of the respondents were young. It was also found that 56.3%
respondents were married and 43.7% were unmarried. Most of the respondents (45.9%) were found to hold
a graduate degree. Majority of the respondents (120) have an account in private banks whereas 102
respondents were the clients of public banks bearing the respective percentage 54.1 % ( private) and 45.9 %
( public).
6.2 Measurement Model
For each construct, the measures were purified using item-to-item total correlations, single measurement
models, and CFA (Confirmatory Factor Analysis). Based on the analyses and suggested modifications, four
measurement indicators from the eleven constructs were dropped. Using common SEM (structural equation
model) procedures, all refined measures in the CFA were used to test the proposed SEM model. The
correlations for the construct measures are shown in Table-1.
6.3 Confirmatory Factor Analysis
The result of the CFA indicates a reasonable model fit (CMIN= 2317.713; DF= 1169, CMIN/DF= 1.983,
RMSEA= .068, IFI= .902, TLI= .892, and CFI= .901 where CMIN= Chi-square value, DF= Degrees of
freedom, RMSEA= Route mean square error approximation, IFI= Incremental fit index, TLI= Tucker
Lewis index and CFI= comparative fit index). This result also shows that the constructs provided
parsimonious fit to the data. The detailed CFA results with standardized loading scores for each construct
measure are displayed in Annexure-A.
6.4 Structural Model
For this study, authors have used SEM (structural equation model) to test the proposed model and its
hypothesized paths. The SEM analysis shows good model fit (CMIN/DF= 1.994, IFI= .900, TLI= .891,
CFI= .900 and RMSEA= .068). Further, hypotheses testing (illustrated in Table-2) shows that seven of
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eleven hypotheses are supported. This specifically indicates that the indirect effects of empathy,
responsiveness, assurance, and reputation on customer satisfaction are significant and effects of reputation
and satisfaction on loyalty are also significant.
The result of Hypothesis 1 indicates that reliability (β= -.24, p< .196) is not significantly related to
satisfaction. Therefore, Hypothesis 1 is not supported empirically. The result of Hypothesis 2 indicates that
responsiveness (β= .682, p< .001) is significantly positive to satisfaction. So Hypothesis 2 is supported.
Regarding Hypothesis 3, result suggests that tangibles (β= .09, p< .268) do not positively affect customer
satisfaction; therefore, Hypothesis 3 is rejected. Hypothesis 4, Hypotheses 5 and Hypotheses 6 indicate that
assurance, empathy and security are significantly related to satisfaction as they have respective values (β= -
.367, p< .027), (β= .341, p< .022) and (β= .30, p< .021). Hence, Hypothesis 4, Hypothesis 5 and Hypothesis
6 are supported. The results of Hypothesis 7 and Hypothesis 8 suggest that access and service offered are
not significantly related to satisfaction (β= -.084, p< .349), (β= .032, p< .690). Thus, Hypothesis 7 and
Hypothesis 8 are rejected. According to the Hypothesis 9, satisfaction is strongly affected by reputation (β=
.274, p< .018). Hypothesis 10 suggests that reputation is significantly related to clients’ loyalty (β= .313, p<
.001). And finally Hypothesis 11 indicates that satisfaction can lead to greater customers loyalty (β= .612,
p< .001). Hence, these results suggest that Hypothesis 9, Hypothesis 10 and Hypothesis 11 are supported.
7. Discussion and Conclusion
Service quality concept is obviously important in the modern banking business. Extant literature supports
that perceived service quality, customer satisfaction and loyalty are significant determinants for the success
of modern banking business. Quality of service is the main determinant factor when clients consider a
bank’s standard. This study has examined an interrelationship among service quality, satisfaction and
customer’s loyalty by identifying and measuring the variables underlying with this relationship. Primarily
nine variables were identified that lead to greater customer satisfaction. Among these, five are service
quality dimensions such as; reliability, responsiveness, tangibles, assurance and empathy and other four are
related to customer satisfaction such as; security, access to services, service offered and reputation. Here
nine hypotheses are also drawn; five of them are accepted. It leads to the conclusion that responsiveness,
assurance, empathy; security and reputation have a strong impact on clients’ satisfaction. This also lends
support to Lee et al. (2000). The banks with highly responsive employees facilitate to create strong
customer bondage. The banks that provide assurance, empathy and offer secured atmosphere for their
clients enhance customer satisfied. The result shows, banks’ reputation has also strong impact on customer
satisfaction. It can be strongly recommended that these above five variables are the key to customer
satisfaction. Hence, these factors should be seriously considered by the bankers.
However, four hypotheses of the study were rejected (reliability, tangibles, access to services and services
offered) indicating that they have no significant impact on customer satisfaction to banks. The authors
assume that there may have been some variation on the perception of bank customers in terms of different
geographical location and cultures. To reach a concrete conclusion these variables demand further
investigation.
The result of other two hypotheses (H10 and H11) indicates that satisfaction and reputation both have strong
influence on client’s loyalty. According to Ehigie (2006), satisfaction has strong influence on customer
loyalty. Thus, H10 and H11 were accepted. Hence, result of the study shows that the proposed structural and
measurement model is a good model fit.
8. Contributions
This paper is an extension of existing knowledge base in service quality literature. The findings claims that
existing SERVQUAL model can be extended by incorporating some other dimensions such as security,
access, service offered and reputation. These additional dimensions obviously will broaden the service
quality measurement system. The findings of this study would open up a new method of designing banking
service in developing country like Bangladesh. It will also guide bankers how well they could serve present
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and prospective customers. The study will facilitate to build strong organizational image or reputation of
banks which will lead customer satisfaction and make customers loyal towards a particular bank. In fact,
the model of this study provides a framework for bankers in order to prescribing the pathway of offering
quality service. Moreover, the study would contribute future researchers for undertaking similar study in
the field of service marketing. The research findings also contribute to developing new insights and
understanding for service outcomes of banks.
9. Limitations and Future Research Scope
The study allows only the educated clients of banks from both private and public sectors which limit the
generalizability of the findings. The study also ignores clients from banks which locating in rural areas of
the country. Since data were collected from clients of both private and public banks; a comparative study
would be interesting to measure service quality, customer satisfaction and customer loyalty. The future
researchers would conduct similar studies all over the country. The authors have undertaken four additional
variables (i.e., security, access to services, service offered and reputation) in the existing SERVQUAL
model, but future researchers can incorporate other variables like, commitment and communication to
contribute in the body of knowledge. This can lead future researches to be taken with the help of the
proposed model in this field. Authors invite future researchers to test the proposed model in any other
service sector. In this way the study will contribute to further knowledge exploration in the respective field.
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Customers Say?”, International Journal of Bank Marketing 10, 52-60.
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Vol 2, No 4, 2011
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Table-1: Correlation Matrix
Constructs 1 2 3 4 5 6 7 8 9 10
1. Reputation 1.000
2. Service 1.000
.768
offered
3. Access to
.771 .736 1.000
service
4. Security .769 .647 .742 1.000
5. Tangible .616 .754 .610 .575 1.000
6. Empathy .756 .827 .693 .597 .831 1.000
7. Assurance .824 .783 .767 .783 .682 .822 1.000
8.
.670 .811 .715 .562 .873 .928 .770 1.000
Responsiveness
9. Reliability .761 .738 .766 .692 .750 .870 .834 .884 1.000
10. Satisfaction .750 .831 .703 .637 .873 .927 .758 .938 .835 1.000
11. Loyalty .811 .805 .714 .666 .793 .870 .768 .854 .806 .921
Table- 2: Results of Hypotheses Testing
Path direction Estimate C.R. P Sup/not
H1 Reliability --> Satisfaction -.240 -1.292 .196 Not support
H2 Responsiveness --> Satisfaction .682 3.387 .001*** Support
H3 Tangibility --> Satisfaction .090 1.109 .268 Not support
H4 Assurance --> Satisfaction -.367 -2.209 .027* Support
H5 Empathy --> Satisfaction .341 2.293 .022* Support
H6 Security --> Satisfaction .300 2.315 .021* Support
H7 Access to
--> Satisfaction -.084 -.936 .349 Not support
service
H8 Service offered --> Satisfaction .032 .399 .690 Not support
H9 Reputation --> Satisfaction .274 2.374 .018* Support
H10 Reputation --> Loyalty .313 5.047 .001*** Support
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11. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 4, 2011
Path direction Estimate C.R. P Sup/not
H11 Satisfaction --> Loyalty .612 10.869 .001*** Support
Note: ***p< .001, **p< .01, *p< .05
Annexure-A
Results of CFA Analysis
Constructs Measures Factor loading
re1 This bank provides service as promised .833
Reliability re2 Dependable in solving customer problem .792
re3 This bank maintain consistency of performance .795
re5 Accuracy in transactions .767
res1 Provides prompt and quick service .862
res2 Willing to help customer .878
Responsiveness
res3 Ready to response quickly .886
res4 Always keep customer informed .830
res5 Reduced waiting time in queue .878
ass1 I feel safe in transaction with this bank .775
Assurance ass2 Employees give confidence to customer .807
Ass3 Employees are knowledgeable and efficient .760
ass5 Keep confidentiality of clients information .777
emp1 Give individual attention to customer .862
emp2 Deal customer with care .853
Empathy
emp3 Understand the need of customer .853
emp4 Having problem solving attitude .879
emp5 Have branches in convenient location .702
tan1 Modern equipment are used in this bank .880
Tangibles tan2 Employees have professional appearance .889
tan3 Visually appealing decoration .912
tan4 Employees are well dressed .903
sec1 This bank is secured in transactions .779
sec2 This bank provides security of deposits .801
Security
sec3 Personal and financial data is secured in this bank .816
sec4 Provides security at entrance and exit .762
sec5 Employees desk and table is secured for the clients .717
Access acc1 This banks service is Convenient to me .855
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12. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 4, 2011
Constructs Measures Factor loading
acc2 Required time available for transactions .869
acc3 This banks service is easy to access .813
acc4 Bank’s office time is convenient to me .758
acc5 Ease of contact .741
ser1 Interest given on savings are satisfactory .845
ser2 Commission charges for services is logical .903
Services
ser3 Offered services are Attractive of this bank .885
Offered
ser4 Interest charged on loans is rational .845
ser5 Maximum Banking services available .855
rep1 This bank is reputed to keep promises for clients .835
Reputation rep2 This bank has goodwill in the banking industry .860
rep3 It has a positive image among clients and public .851
rep4 The bank is well known to mass people .721
sat5 I am satisfied with office decoration .844
sat4 I am satisfied with the employees cooperation .865
Satisfaction
sat3 This bank can meet my expectations better .920
sat2 I am satisfied with the performance of this bank .933
sat1 I have no complain against this bank .872
loy1 I will continuously use this bank .848
loy2 I will introduce this bank to others .911
Loyalty
loy3 This bank’s services are of high standard .905
loy4 I am happy with the services of this bank .896
loy5 I will influence others to use this bank .897
85