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A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

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❶Before going into the field of teaching I was also running my own business for several years. After consumers have experienced a service, their attitudes about the service quality may alter over a certain period of time and can change their future attitudes.

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They also found that the distribution of SERVQUAL scores was not normal, and the scale also failed to achieve discriminant validity from its components. They recommended that the scale can serve as a template for other researchers to use in their investigation of recreational service quality. They found that 28 of the 30 items scored negatively, therefore the perceptions did not meet the customer expectations.

Although they state the scale may be useful, it will still cause the fitness centre problems as customer expectations always seem to be higher than their perception. Consumers always want the best; therefore the managers of fitness centres will have difficulty in improving these scores and providing the perfect service for each customer. After consumers have experienced a service, their attitudes about the service quality may alter over a certain period of time and can change their future attitudes.

For example, just after a person has experienced a holiday they may think it was average or below average but as the person looks back over a period of time then they may feel that it was an enjoyable experience. So the perception of services can interestingly change over a period of time. This will allow greater feedback as more customers will be willing to answer the questions as there is a reduction in time taken to complete the questionnaires.

Another benefit is that the results gained from measuring customer perceptions only are more relevant and meaningful as it is discovered straight away what the customers thought of the service.

However, several authors will argue the fact that measuring customers expectations are still important Parasuraman et al ; Gronroos ; Bopp The debate between the two scales has been continuous. They stated that although Cronin and Taylor suggest that there is little empirical evidence to support the theory of perceptions minus expectations gap, many researchers have supported this theory Crompton and Mckay ; Gronroos, Cronin and Taylor responded to the arguments made by Parasuraman et al and suggest that they are not the only researchers to challenge the SERVQUAL model and many others have found faults in the model Grewal and Brown, ; Hartline and Ferrell, Cronin and Taylor strongly believe that their scale is valid, reliable and very useful in measuring service quality and consumer attitudes.

The fitness centres in Korea at this time were gradually increasing, as demand was increasing. Consequently, the managers of fitness centres wanted to know what customers in this new field required so they could implement it in their fitness centre and gain a competitive advantage over existing and new competitors.

A variety of different models and tools have been assessed in the literature review. Although other models have been proposed which directly measure service quality in fitness centres they have not received the same support that the SERVPERF scale has. Hypotheses 1 — There will be no significant difference in service quality between fitness centre A and fitness centre B. Hypotheses 2 — The empathy dimension will be the highest rated dimension. We are no longer trading.

For any questions regarding previous orders please reply to the last email you received from us. This site uses cookies, please visit our cookie policy for more information. Update your browser to view this website correctly. I am master in statistics from Middlesex Universit More. Hi, This is Jennifer and I will assist you in writing literature review on service quality in hospitality. I will also share some of my previous work with you so that you can have idea of my Writing skills.

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Kindly consider me for your project of doing a literature review on service quality in hospitality. I have good research skills and i offer unique content. Hire me and you wont regret. The bank could not fulfill the expectation of customers with regard to the three dimensions namely innovation, benefits and credits and reputation of the bank.

However, customers satisfied relating to other nine attributes [ 38 ]. Bank safety and guarantees considered to be the important variables which influenced the satisfaction of customers [ 39 ]. Direct association with the service quality, satisfaction of customers and corporate image has been reviewed [ 40 ].

As a mediator, customer satisfaction affects the various dimension of service quality and as a moderator affects only the empathy and reliability dimensions on customer satisfaction [ 41 ].

The literature review prepared for this study on service quality and satisfaction of customers in all banks both public and private situated in India reflects the findings of various professionals based on their studies. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ]. The study explained the concept of customer satisfaction, beginning from basic principles.

Assurance services in Government Banks better when compared to Private Banks. However the level of customer satisfaction in private banks is more than government banks [ 43 ]. The nationalised bank have to improve employee behaviour, ambience infrastructure, whereas the private and nationalised banks have to concentrate in the areas such as lower charges, more accessibility and good communication [ 44 ].

The perception of customers towards the service of private banking sector is good when compared to the customers of public sector bank [ 45 ]. Constructs such as reliability, responsiveness, fulfillment, privacy and security have a significant association towards the customer satisfaction in internet banking [ 47 ].

Out of the five dimensions, responsiveness found to be significant in predicting overall satisfaction with regard to banking service [ 42 ]. The customers satisfied with the quality of staff dimension, whereas, maintaining accounts and handling of enquires dimensions did not meet their expectations [ 48 ].

Empathy dimension of the service quality showed the highest significant relationship with customer satisfaction followed by assurance dimension [ 49 ]. Among the five dimensions the bank has to concentrate on reliability dimension [ 50 ]. A positive correlation with customer satisfaction was displayed by all the five dimensions of the service quality [ 51 ].

Banks should concentrate on the following dimensions to satisfy the customers: Service quality and customer satisfaction provided a useful tool for the banking services across the world. The findings of this study have a wide array of potential implications for rural and urban customers, bankers, government and academicians. The findings also have profound implications for customers for investing their money in foreign banks, public and private sector banks.

The findings of the study also extend directions to bank managers to extent their fullest service to all customers irrespective of age, community, geography and customer needs to be integrated with unsystematic factors. There are three significant implications for academic practitioners, bank managers and researchers — that it would be valuable to re-examine the findings of this review using a larger sample over an extended period.

The presence of service quality and customer satisfaction in banks may vary in other banking services contexts including technology service, mobile banking service, E-banking and digital divide service and so forth.

Over and above, the examination of service quality and satisfaction of customers towards banking services provided by all banks across different phases of banking financial services and financial inclusion is a pivotal area of research.

Extensive review of the literature suggests that service quality and customer satisfaction in banks can be investigated further to find out what method that banks follow over sample period for different service quality and customer satisfaction. Though there have been a number of studies that have found the presence of service quality and customer satisfaction inconsistency and attributed different reasons for service quality and customer satisfaction of foreign and public banks however no study have been able to resolve this issue.

Hence, it can be an existing idea to address the issue of service quality and customer satisfaction of public and private banks situated in foreign countries anomaly through analysing the public and private sector banks situated in India.

Despite sincere efforts, the study has certain inherent limitations. The study is descriptive in nature and data was collected from many sources such as academic journals, magazines, websites and annual reports.

There is, therefore, dire need to empirically validate the relationships between quality service and satisfaction of customers in various contexts. The presence and extent of service quality and customer satisfaction examination in different countries has been pursued by the researcher. Previous studies reveal that the service quality and satisfaction of customers are studied jointly and not separately.

Service quality and satisfaction of customers towards foreign and nationalised banks can be studied separately in future studies. There is woeful shortage of potential explanation of service quality in foreign banks. Different scholars have tried to explain service quality and customer satisfaction with the help of financial inclusion, customer retention, customer awareness on modern banking services, mobile cash transfer and macro-financial variables.

However, there is no unanimity on the possible source of service quality and customer satisfaction. Many researchers examined the time-varying, volatility behaviour of rural and urban banking customers and to the best of my knowledge; it has never been attempted in the Indian banking sector.

Hereby, the researchers conclude that there is a dearth of literature in emerging service quality and customer satisfaction in banking sector that can be used as a trigger to examine diversified attributes of service quality and customer satisfaction, especially in the banking sector context. Keywords Service Quality, Customer Satisfaction, Role of Banks, Retail Banking Introduction In the current banking scenario it is obvious that banks gain competitive advantage by rendering efficient service and thereby enhancing customer relationship.

A Review of Literature The literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers. A Review of Literature The literature review prepared for this study on service quality and satisfaction of customers in all banks both public and private situated in India reflects the findings of various professionals based on their studies.

Research Implications Service quality and customer satisfaction provided a useful tool for the banking services across the world. Conclusion Extensive review of the literature suggests that service quality and customer satisfaction in banks can be investigated further to find out what method that banks follow over sample period for different service quality and customer satisfaction.

Limitations of the Study and Scope for Future Research Despite sincere efforts, the study has certain inherent limitations. International Journal Management Business Research 2: Naeem H, Akram A Service quality and its impact on customer satisfaction: An empirical evidence from the Pakistani banking sector. A Hong Kong based study. Contemporary Management Research 9: The Case of Faisalabad. International Journal of Marketing Studies 3: Ben I Evaluating customer satisfaction in banking services.

International Review of Business Research Papers 3: A case study in Bangkok. International Journal of Humanities and Management Science 1: Amercian International Journal of Contemporary Research 4:


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Service quality becomes the crucial issue for hospitality industry and the theory of service quality has evolved over long period of time through testing and trials in service sector.. The demanding customers and increased sense of customer satisfaction led to the use of the new service parameters making hoteliers to implement quality management as an effective aid.

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Service quality literature is predominantly concerned with the customer's perspective; there is a scarcity in the amount of research concerning the staff's perspective: '…there is something of a paucity of published research on the support staff's perspective' (Reynoso, and Moores , p).

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LITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of “service quality” and “customer satisfaction” and the Customer satisfaction survey in website: edasuda.gq Key words: Service Quality, Customer Satisfaction, Consumer behavior INTRODUCTION A LITERATURE REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION Akram Jashireh Department of Management and Accounting, College of Humanities, Islamic Azad university of Hamedan Branch,Hamedan, Iran.

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ก 98 (˘ ˇ- ˙ ˇ˘ ˇ ) 79 LITERATURE REVIEW OF SERVICE QUALITY IMPROVEMENT IN THE RETAIL BANKING INDUSTRY edasuda.gqmphol Chaoprasert*. Service quality in healthcare establishments: a literature review 11 specific attributes or cues, while satisfacti on involves a wider range of determinants, including .