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HOW TO MEASURE SERVICE QUALITY CUSTOMER SATISFACTION PDF

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Measuring service quality and customer satisfaction of the small- and medium- sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE). A solid foundation in defining and customer satisfaction, and hence it becomes a key to measuring service quality was emanated in the mid competitive. Given these established relationships, it is imperative that service firm's measure and monitor service quality and satisfaction of their customers. The rivalry in the.


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𝗣𝗗𝗙 | Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive. The quality of service has become an essential aspect of customer satisfaction. This study attempts to measure service quality and customer. The present research was conducted in a bank in Tehran, Iran, in / This report is the outcome of a field research, which aimed to determine the quality.

Definition[ edit ] From the viewpoint of business administration , service quality is an achievement in customer service. Customers form service expectations from past experiences, word of mouth and marketing communications. For example, in the case of Taj Hotels Resorts and Palaces , wherein TAJ remaining the old world, luxury brand in the five-star category, the umbrella branding was diluting the image of the TAJ brand because although the different hotels such as Vivanta by Taj- the four star category, Gateway in the three star category and Ginger the two star economy brand, were positioned and categorised differently, customers still expected high quality of Taj. The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result. This in turns depends upon the customer's expectation in terms of service, they might receive and the service provider's ability and talent to present this expected service. Successful companies add benefits to their offering that not only satisfy the customers but also surprise and delight them.

While measuring the service quality in banking sector this research provides an opportunity to investigate the validity and reliability of the SERVQUAL instrument. This will enable to understand the service quality attributes that customers used to evaluate the service quality in Nepalese commercial banking sector and requirements that should exist within a valid and reliable service quality measuring instrument.

Pdf quality service satisfaction how measure to customer

What is lacking in the Nepalese context is found the relationship between service quality dimensions and customer satisfaction. Among all the recent articles the researcher reviewed it had not tested the five dimensions of SERVQUAL and customer satisfaction at the same time to confirm this relationship between service quality and customer satisfaction.

This study addresses the following research issues for Nepalese commercial banking context: - Is service quality significantly associated with customer satisfaction? The present research has been emphasized on consumers' perception about service quality dimensions SERVQUAL on customer satisfaction Nepalese commercial banking sector undertakings. This study aims to achieve the following objectives: - To scan the most important factor among the service quality dimensions on overall service quality and customer satisfaction.

Service quality

It has been proven that perceived service quality is a component of customer satisfaction Ziethaml et al. Moreover, the SERVQUAL model has been proven to be the best model to measure service quality in service sectors especially with the customer perspective. Figure 1. Customer satisfaction is a dependent variable and service quality and its dimensions are independent variable.

H3: Overall service quality has a significant positive direct effect on customer satisfaction. Methods The research design of this study is descriptive as well as analytical Research. This study investigates the impact of service quality dimensions on measuring overall service quality and customer satisfaction. Direct responses of the respondents were taken. The researcher was taken the convenience sampling methods. It is app. Majority of the respondents are age between years old, accounting for Likewise majority of the respondents are from bachelor and masters level respondents, accounting for Here, overall service quality is dependent variable for model 1 and independent variable for model 2 to measure the level of customer satisfaction.

The final version of the questionnaire was made up of three major parts: i evaluation of five dimensions of service quality dimensions SERVQUAL ii evaluation of customer satisfaction variables, and iii demographic questions.

Databases such as SPSS Descriptive statistics like mean and standard deviation was used. Multiple regression analysis was used for testing hypotheses.

The result of analysis has been properly tabulated, analyzed and interpreted. Data Analysis 3. Only respondents are doing transactions with commercial banks between 2 to 5 years.

It means that people have no longer experience about commercial banks in Nepal. Due to the rapid growth of telecom industry and e-commerce, banks and customers are getting benefit by using these technologies. But, postal is very least used methods these days. The applied measurement scales exhibits satisfactory levels of reliability. One scale item REL5 The bank insists on error free records; among 5 items was eliminated from Reliability. One scale item RES4 Employees in the bank are never too busy to respond to your request; among 4 items was eliminated from Responsiveness.

One scale item ASS3 Employees in the bank are consistently courteous with you; among 4 items was eliminated from Assurance. Two scale items EMP1 The bank gives you individual attention and EMP2 The bank has operating hours convenient to all its customers among 5 items were eliminated from Empathy. For overall service quality OSQ and satisfaction SAT variables, all the items in were accepted to increase the value of the measurement. Tangibles 4. Except for Responsiveness and Empathy which has a standard deviation of 1.

It means that the mean result is accurate. This shows that the Tangibles has greater impact on forming overall service quality in the Nepalese commercial banking sector.

Satisfaction and overall service quality is highly correlated 0. The positive correlation of 0. Customers feel that their interest is heartly taken. Likewise the VIF value is less than 10, thus further confirming that multicollinearity problem is not a concern Hair et al.

Explanatory Variable value of B Sig. Constant 2. R square of this model is 0. A conceptual model of service quality and implications for future research. Journal of Marketing, 49 Fall , Journal of Marketing, Vol. Ramseook-munhurrun, P. Employee perceptions of service quality in a call centre.

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Managing Service Quality, 19 5 , — Case studies measuring and managing service quality: integrating customer expectations. Managing Service Quality, 11 1 , 22— Roopchund, R. The International Journal of Business and Management, 2 7 , Rust, A. Journal of Retailing, 69, Saghier, N. Santouridis, I. Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece.

The TQM Journal, 22 3 , The TQM Journal, 22 3 , — Research Methods for Business Students 3rd edn. Harlow: Pearson Education. Schumacker, R. A beginner's guide to structural equation modelling 2nd ed. Research methods for business: a skill-building approach 5th ed. Sephton, P Journal of Muamalat and Islamic Finance Research. Snepenger, D. Journal of Travel Research, 45 2 , Sohail, M. Service quality in hospitals: more favourable than you might think.

Managing Service Quality, 13 3 , — Stevens, P. Su, C. The American Journal of Occupational Therapy, 56 5 , Tabachnick, B. Using multivariate statistics 5th ed. Boston: Pearson Education. Voon, BH Wang, C. Wang, I. Journal of Information and Optimization Science, 27 1 , Wang, L. A study of the relationship among experience value, destination image and place attachment.

African Journal of Business Management, 5 26 , Wang, Y. The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China. Managing Service Quality, 13 1 , Wu, C. Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions. International Journal of Hospitality Management, 31 3 , Wu, Y. The Use of E-SQ to establish the internet bank service quality table.

Zainudin, A. Zeithami, V. Zeithaml, V, A. Service quality delivery through websites: a critical review of extent knowledge. Journal of the Academy of Marketing Science, 30 4 , — Zeithaml, V. Services Marketing 2nd ed. New York : McGrawHill. The behavioral consequences of service quality. Journal of Marketing, 60 4 , Journal of the Academy of Marketing Science. Delivery quality service: Balancing customer perceptions and expectations. Refbacks There are currently no refbacks. But, postal is very least used methods these days.

The applied measurement scales exhibits satisfactory levels of reliability. One scale item REL5 The bank insists on error free records; among 5 items was eliminated from Reliability. One scale item RES4 Employees in the bank are never too busy to respond to your request; among 4 items was eliminated from Responsiveness. One scale item ASS3 Employees in the bank are consistently courteous with you; among 4 items was eliminated from Assurance.

Two scale items EMP1 The bank gives you individual attention and EMP2 The bank has operating hours convenient to all its customers among 5 items were eliminated from Empathy. For overall service quality OSQ and satisfaction SAT variables, all the items in were accepted to increase the value of the measurement. Tangibles 4. Except for Responsiveness and Empathy which has a standard deviation of 1.

It means that the mean result is accurate. This shows that the Tangibles has greater impact on forming overall service quality in the Nepalese commercial banking sector.

Satisfaction and overall service quality is highly correlated 0. The positive correlation of 0. Customers feel that their interest is heartly taken.

Likewise the VIF value is less than 10, thus further confirming that multicollinearity problem is not a concern Hair et al.

Service quality

OSQ Dependent: SAT Dependent: Explanatory Variable value of B Sig. Constant 2. R square of this model is 0. For Model3, F-value and p-value is So, Hypothesis 1 is accepted.

So, Hypothesis 2 is accepted. For Model3, p-value of Overall service quality is 0. So, Hypothesis 3 is accepted. The second popular bank is Nabil Bank collecting only Majority of the people has been experiencing less than 2 years with their commercial banks. Transaction with banks has been a new fashion today. Service also leads to customer retention and brand loyalty and increase the image of the bank.

Service quality - Wikipedia

Conclusions The objective of this study was to examine the relationship between customer satisfaction and service quality with respect to service quality dimensions.

This study is consistent with Agbor to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. The findings express that tangibles, reliability, responsiveness, assurance and empathy have played greater affect to customer satisfaction.

This study has the potential to make theoretical, managerial, and methodological contributions to the analysis of service quality. Theoretically, we attempted to investigate the causal relationships among service quality dimensions, service quality, and customer satisfaction. The level of service quality has positive impact on customer satisfaction. Managerially, this research provides bank managers with a scale to assess the quality of their service from the perspective of the five underlying dimensions called SERQUAL.

This study also provides marketing managers, especially in the major service sector like banking area, with an insight to understand how to increase customer satisfaction level. Methodologically, this research attempted to examine the suitability of SERVQUAL to measure the service quality in the commercial banking sector context. These methodological attempts and the purified measurement items of the study will provide a valuable guidance to the future empirical research into bank service quality.

Bibliography Agbor, J. Anderson, E. Marketing Science, 12 Spring , Babakus, E. Journal of Business Research, 24 3 , Brady, M. A Hierarchical Approach. Journal of Marketing, 65 6 , Performance-Only Measurement of Service Quality: A Replication and Extension.

Measure service to customer satisfaction quality pdf how

Journal of Business Research, 55, Burns, A. Marketing Research 5th ed. New Delhi: Dorling Kindersley India Pvt. Cronin, J.