Exploring Customer Perception on Service Quality in the Banking Sector

Undertaking a literature review on customer perception of service quality within the banking sector is
a task that requires meticulous attention to detail, extensive research, and critical analysis. This type
of review serves as the cornerstone for understanding the intricacies of customer satisfaction and the
various factors that influence it in the banking industry.

Navigating through the vast landscape of scholarly articles, research papers, and academic journals
can be daunting. It involves delving into a myriad of studies, theories, methodologies, and findings
to construct a comprehensive narrative that captures the essence of customer perception in the
banking sector.

One of the primary challenges in crafting a literature review lies in synthesizing diverse perspectives
and interpretations of service quality across different studies. Each piece of literature offers unique
insights, methodologies, and conclusions, making it crucial to discern patterns, discrepancies, and
gaps in the existing body of knowledge.

Furthermore, ensuring the relevance and currency of the literature reviewed adds another layer of
complexity. The banking industry is constantly evolving, driven by technological advancements,
regulatory changes, and shifting consumer preferences. As such, keeping abreast of the latest
research findings and industry developments is paramount to providing an accurate depiction of
customer perceptions.

In addition to the academic rigor required, crafting a literature review demands proficiency in
writing and structuring coherent arguments. Conveying complex ideas, synthesizing information, and
maintaining a logical flow of thought are essential skills that contribute to the effectiveness of the
review.

For those grappling with the challenges of composing a literature review on customer perception of
service quality in the banking sector, seeking assistance from professionals can be invaluable. ⇒
StudyHub.vip ⇔ offers specialized services tailored to meet the unique requirements of literature
reviews. Our team of experienced writers possesses the expertise and insights necessary to conduct
thorough research, analyze data, and articulate compelling arguments that contribute to a
comprehensive literature review.

By entrusting your literature review to ⇒ StudyHub.vip ⇔, you can rest assured that your project
will be handled with the utmost care and attention to detail. We are committed to delivering high-
quality, original content that meets the highest academic standards and exceeds your expectations.
The literature review shows that majority of the studies were quantitative and present inconclusive
findings on the impact of quality service on customer satisfaction. Literature review in customer
service a literature review and critique on customer satisfaction. Service has been entering every part
of life from the most essential demands such as eat ing, sle epi ng to oth er ent erta inm ent nee ds su
ch as spo rt, tra vel ing, coo kin g, and telecommunication. Practical implications-The service quality
of the public and private sector banks has serious implications on the satisfaction of its customer in
terms of performance aspects. However, there is public discontent over unfavorable customer services
rendered by the commercial banks, including long queues, among other things (Uahengo and
Shihomeka, 2018). Customer service, marketing, we are not done with your paper until you are
completely satisfied1. The thoroughly dealt factors were perceived quality, customer satisfaction,
switching cost, customer trust and, customer commitment. Tangible by Parasuraman et al. 1988;
“physical facilities. Tone at the top: the effects of gender board diversity on gender wage inequal.
Data were collected from 141 customers who maintain both public and private bank accounts in the
Gampaha district. Reliability had a significant relationship with service quality and. However, there
is a lack of recent evidence to show how the quality of these services affects customer satisfaction,
leaving a significant hole in Sri Lankan literature. Generally players from every state except
Washington, New Jersey, Pennsylvania, New York, and Delaware are allowed to play. Various
statistical tools are applied for analysis of data. The data analysis method that will be used in this
study is to use a structural equation model. This paper make several suggestions and contributions
regarding further studies related to service quality in banking industry. This study provides insight of
service quality impact on customer satisfaction in banking sector of Pakistan. Analyzing measures of
customers’ satisfaction is an immense dilemma because customer is becoming more demanding
regarding service quality in banking sector of Pakistan. This present research tends to evaluate the
overall idea of expected and perceived services of the two banks. This signifies room for further
debate on the phenomenon. It could affect your sales, branding, and reputation. Future Work-Future
research needs to focus on a larger cross section of internet users and more diversified random
samples to verify findings of current study. Literature was reviewed in order to comprehend what
makes service quality, customer satisfaction and customer loyalty and to identify nature of
relationship between them. The purpose of this research is to find out customer satisfaction in
commercial banks, particularly in Bank AL Falah. Targeted respondents are the general public who
are at the. Positivity can help them open up to you. 4. Commit to Consistency If you don’t want them
to change their minds about you, you need to be consistent with your service and product quality.
Your literature review can either make or break your research which is why you should invest time
and proper writing help for premium results. This study specifies that what was done till date and
what needs to be done in future to have a better understanding of organised retail industry in
Ghaziabad with special reference to hypermarkets. Questionnaire comprised two part, first includes
questions related to demographic aspects and second part was related to service quality of banks and
their satisfaction. In the competitive market, banks in both public and private sectors apply different
strategies to improve the quality of their services provided.
You can download the paper by clicking the button above. Download Free PDF View PDF
SERVICE QUALITY: AN EMPIRICAL ANALYSIS OF NATIONAL SAVING BANKS IN
NORTHERN PROVINCE IN SRI LANKA Dr.Vinasithamby Sritharan Download Free PDF View
PDF See Full PDF Download PDF Loading Preview Sorry, preview is currently unavailable. Amin,
Onyeukwu, and Osuagwu. (2018) examined the relationship between service quality and satisfaction
in Nigerian banks and found a significant positive relationship. This study is a cross-sectional survey
that employed the use of pre-structured questionnaire to collect primary data from a sample of 120
respondents through personal contact, field survey and email. This is benefiting Indian retailers,
foreign retailers and consumers as well. One way ANOVA has been applied to ascertain the
significance level of the dimensions of service quality. Further, paired sample t test was applied to
test the hypothesis and compare the services provided by the public sector bank with that of private.
This study provides a review of the literature on the influence of service quality on customer
satisfaction in the banking sector amidst the COVID-19 pandemic to determine the existing research
gap. To islamic banking, which covers literature review service major issues that many. It will then
identify and describe one professional area in detail and describe three activities by giving examples
and. Banks are more determined to retain their existing customers by providing quality services
leading to Customer satisfaction. Research Implication Limitation-The sample size is not large
enough, so the results should be interpreted with caution as regards to generalization of research
finding of Indian consumer as a whole because sample is collected from some part of Punjab and
Chandigarh. The population in this study is BRI Ambon Branch customers in Ambon City. In that
light, Marsrurul (2019) applied the SERVQUAL model to quantitatively examine the influence of
service quality on customer satisfaction in the Bangladeshi tourism industry. Security,
Responsiveness and Technical Reliability explained more variability in Service Quality than other
dimensions. Asserted that researchers have garner bank methodology, gaps model. function. Force
bank limited as “customer satisfaction after. An intensive literature review involving fourteen (14)
recent (2009-2015) related literatures were assessed by finding out the extent to which each factor
determined Customer Loyalty in Banking Industry. Results from hypotheses testing also
demonstrate that. Regression analysis demonstrated customer satisfaction fully mediates the
relationship between reliability and customer loyalty as well as assurance and customer loyalty,
partially mediates empathy and customer loyalty, while no mediation found between tangibility and
customer loyalty as well as between responsiveness and customer loyalty. Primary data was collected
through structured questionnaire that was created on Google form and circulated among the
respondents. Due to the absence of 'industry status', organized retail in India faces difficulties in
procurement of organized financing and fiscal incentives. Fill Gaps 6. Collect Feedback 7. Follow up
more Understanding Customer Perception Surveys Every business owner knows that the way a
customer sees your company can affect so many aspects of the business. In terms of the one-
dimensional requirement, the model illustrates that customer satisfaction is relative to the fulfillment
of the commodity’s features (Kano et al., 1984), and in the same line customers will explicitly
demand the one-dimensional requirements. The literature review is spoiler: college is crazy
expensive. The change is visible across most cities with ultra modern new age formats such as
departmental stores, hypermarkets, supermarkets and specialty store developing by the day.
Behavioural outcomes cai asserted that many studies have desires and many. To fully understand
what the clients want to see, you need to conduct a customer perception survey. This could be the
part where you establish a marketing plan like word of mouth marketing. This has also made the
customers well aware of the service level available around the world and thus expects the best from
his bank. Thus, this study aimed to ascertain the state of current knowledge on the link between
quality service and customer satisfaction within the banking sector by reviewing the literature.
Two competing models, revealed during the recent literature its own shares. Thus, customers’
satisfaction level of private sector commercial banks in terms of technology based services is higher
than that of public sector banks. Journal of Services Marketing, 12(6), 426-440. CrossRef. You need
to check yourself out for possible areas you think might need improvement. 2. Get Emotional To
make sure you are always on your customer’s good side, you need to create an emotional connection
with them. The Effects of Customer Expectation and Perceived Service Quality on Customer.
Achieving this customer focus requires retaining of existing customers by providing quality services.
For this purpose the questionnaire based on service quality dimensions was prepared which has two
parts i.e. Expectations and perception. Indistinguishable from Magic: How the Cybersecurity Market
Reached a Trillion. Quality service plays a major role in achieving customer satisfaction and creating
brand loyalty in banking sector. Behavioural outcomes cai asserted that many studies have desires
and many. Therefore, there is a need for further qualitative exploration of the phenomenon. The
study measured quality service based on SERVQUAL’s five dimensions, and the results divulge an
indirect effect of service quality on customer satisfaction. Finally, based on the evidence from the
national context, Uahengo and Shihomeka (2018) conducted a study to assess the impact of quality
service on the organizational performance of one bank in Namibia using descriptive statistics. The
Effect of Service Quality on Loyalty using Satisfaction as an Intervening. For you to grow with your
customers, you need to know how to improve your customers’ perception of you. Rendered in four
key words: service scale based on customer retail from. Tangible was found to have a significant
relationship with. Research Methodology: A total of 200 questionnaires were distributed among
B2C Internet banking customers in India and 133 were returned resulting 66.5% response rate. The
implication of Internet banking service quality on customer’s trust, satisfaction and loyalty was
examined. Research Leap is where business practice meets research. This could be your market
research strategy to get to know your clients well. 7. Follow up Follow up on what the customer
needs. Bank Rakyat Indonesia (Persero) Tbk Cabang Ende in order to increase customer loyalty.
Behavioural outcomes nasrin jazani. summarize. A sample bank of bank sasser 1990 organized with
respect to customer. A customer service literature review would look at previous research done in
customer service. That is why your customer’s brand perception must be positive. The BANKSERV
instrument was adapted from SERVQUAL designed to allow customers to reflect on their
expectations and perceptions in single statements. It helps in building long-term relationship as well
as brand equity. Elo’s result 2023: Return on investment increased to 6 per cent and cost effi.
According to Stafford (1998), quality service has a relevant function of stimulating banks to pursue
competitive advantage and customer satisfaction. Apart from traditiona l functi ons, call center can
make outgoin g calls to custo mers Shanti N. But, very few researches have been done in south
eastern region.
This study is based on various textbooks, international and national journals, reference books,
concerned magazines, newspapers, internet and concerned PhD thesis. The response rate is 72.22%.
This study found that all the dimensions of service quality named responsiveness, reliability,
assurance, empathy, system availability and privacy are found significant in digital banking but their
perceived level of significance is different. Pearson correlation coecient test was used to test the rst
hypothesis and specically related hypotheses. Data were collected from 141 customers who maintain
both public and private bank accounts in the Gampaha district. That is why companies conduct
customer perception surveys. Empathy has significant positive relationship with customer. Due to the
absence of 'industry status', organized retail in India faces difficulties in procurement of organized
financing and fiscal incentives. Generally players from every state except Washington, New Jersey,
Pennsylvania, New York, and Delaware are allowed to play. The sample study performed in three
private and three public sector banks of Tamilnadu state of India. Primary data was collected through
structured questionnaire that was created on Google form and circulated among the respondents.
But still Indian retail industry is not developed to avail the available opportunities. In this survey, you
can’t just ask random questions; there needs to be a structure and category for everything. However,
there is public discontent over unfavorable customer services rendered by the commercial banks,
including long queues, among other things (Uahengo and Shihomeka, 2018). The research is limited
to those major challenges which have a significant impact on the overall organized Indian retail
market only. Customer satisfaction is positive and significant influenced. Also from the results, we
find that the correlation between customer satisfaction and service quality is higher than the
correlation between customer satisfaction and customer loyalty. Data has been gathered from 252
respondents by convenience and snowball sampling method from two nationalized public sector
banks using online surveys and field survey within bank premises. The development of the retail
sector can take place at a faster pace if a comprehensive legislation is enacted. In America, what is
considered virtual gambling is treated differently from state to state, and also from game to game.
Review, items were identified different branches expectations could be integrated. Also, this
literature review, has identified gaps within the academic. Download Free PDF View PDF Bank
Service Quality in Sri Lanka: A Comparative Study between Public and Private Sectors Saman Yapa
Download Free PDF View PDF SERVICE QUALITY AND CUSTOMER SATISFACTION OF
THE PUBLIC AND PRIVATE SECTOR BANKS IN SELECTED CITIES OF TAMILNADU,
INDIA Journal ijmr.net.in(UGC Approved) Purpose: The aim of the study is examining the service
quality and its relationship between customer satisfaction of the public and private sector banks in
selected cities of Tamilnadu. Organized retailing has finally emerged from the shadows of
unorganized retailing and is contributing significantly to the growth of Indian retail sector. Ijbrm
144Customer Perceptions and Expectations Regarding Service Qualities in. To collect enough data to
test hypotheses, a survey will be. Five dimensions Tangibility, Assurance, Empathy, Responsiveness
and Reliability were taken into considerations. Once your customer gives your company feedback,
you can then use that information for your customer analysis. The results from the analysis show a
positive relationship between quality service and customer satisfaction. Another definition of service
is that a service is any activity or benefit that one party offers to another which is essentially
intangible and does not result in the ownership of anything. Results show evidence those customers
satisfaction are.
To browse Academia.edu and the wider internet faster and more securely, please take a few seconds
to upgrade your browser. RELATED TOPICS Business See Full PDF Download PDF About Press
Blog People Papers Topics Job Board We're Hiring. By having a thorough discussion on the recent
researches, articles and seminars, we will be able to know the present scenario of organised India
retail industry and the way forward. Two competing models, revealed during the recent literature its
own shares. Due to the positive connection between the two, Kumar (2018) calls for the promotion
of value added services in banking sectors to all income group customers. This study has an applied
aim and descriptive-cor relational method and it is exactly PLS-SEM regarding the analysis of the
data. Apart from being a psychological attribute, Geoffrey and Kemboi (2014) supplement that it
also depends on economic and physical factors, with quality service being the primary determinant.
A literature review and critique on customer satisfaction. Empathy has significant positive
relationship with customer. One way ANOVA has been applied to ascertain the significance level of
the dimensions of service quality. The analytical method used is the multi-linear regression method.
The research paper is basically focusing on the challenges faced by organized retailers in India. The
sampling method used was purposive sampling with a total sample of 91 people to be studied. This
research paper investigates the role of digital banking in perceived service quality. Stem cell therapy
research paper freeStem cell therapy research paper free independent consultant business plan. While
the Ministry of Commerce takes care of the retail policy, the Ministry of Consumer Affairs regulates
retailing in terms of licenses and legislations. Frequencies and percentages of five (5) studied
variables were computed and presented in a table. This study is a cross-sectional survey that
employed the use of pre-structured questionnaire to collect primary data from a sample of 120
respondents through personal contact, field survey and email. Not very much satisfied when
customer perception about the relationship between. Also, this literature review, has identified gaps
within the academic. Services of internet banking sector. after. Satisfaction published in customer
satisfaction? heart. This study followed the theoretical model that has been modified with. Moreover,
respondents with higher education are most. Shoppers can visit web stores from the comfort of their
homes and shop as they sit in front of the computer Now a day, online shopping has become popular
among people, they have become techno savvy and feel very comfortable in using internet.
Customers are demanding new level of convenience and flexibility in addition to powerful and easy-
to-use financial management tools, products and services that. Therefore, this study attempted to
explore the effect of service quality of commercial banks on customer satisfaction. Bank has been
chosen for this research due to its services for. The results indicate a moderate effect of quality
service on customer satisfaction requiring further improvement. It is also argued that customer
satisfaction measurement provides a means of creating ongoing service improvement by identifying
areas of improvement. The purpose of this research is to find out customer satisfaction in commercial
banks, particularly in Bank AL Falah.