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Determinants of Customer Satisfaction in the Banking Sector in Bangladesh

Determinants of Customer Satisfaction in the Banking Sector in Bangladesh

The improvement of service quality, perceived value, and satisfaction ensure customer loyalty (Kuo, 2009;Lai, 2009; Wu & Liang, 2009). Since the studies regarding service quality, perceived value, and customer satisfaction issues in banking industry is limited and there is no available measurement scales for service quality and customer satisfaction, especially in Bangladesh, this study efforts to propose the measurement scales for factors affecting customer satisfaction and for customer satisfaction itself. The objectives of this study are firstly, to recognize the influencing factors of customer satisfaction and post-purchase intentions. Secondly, to examine the interrelationship between customer satisfaction and influencing factors of satisfaction such as service quality, service charge, and perceived value. The result of this study has managerial and academic implications. Managers of commercial banking service providers can use the findings as sources of reference to manage their business and improve their service quality, and academicians can use the finding for application of service marketing field and further extension of this topic or related topics.
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Evaluating Banking Service Quality From Customer Perspective In Pondicherry

Evaluating Banking Service Quality From Customer Perspective In Pondicherry

The service providers’ perception of service quality may be quite different from what customers perceive as service quality. If the banks are to compute in providing quality service to customers, it is important to understand the customer perception and expectation of quality service. Banks introduce modern banking in the India to improve its services retain and attract customers. Banks has been introduced innovative measures like extended business hours, ATM network, internet banking and other comfort for their customers. Customers’ preferences and expectations seem not to match up with the bank’s initiatives. In Pondicherry, many customers voice concerns about inefficiency and lack of quality excellence in the banking sector. Therefore, assessment of service quality in relation to customer expectation and service performance will help the banking sector to improve its service quality.
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Dimensioning The Quality of Health Care Services (Karabuk State Hospital Service Quality Dimensions as an Example of Measurement Application)

Dimensioning The Quality of Health Care Services (Karabuk State Hospital Service Quality Dimensions as an Example of Measurement Application)

One of the indicators of socio-economic development of the countries is the health sector (Sevimli & Oral, 2006). Since the health sector generates the production for human life and human health, the service must be zero defects. Services of- fered in the health sector should have 100% reliability. The services offered in the health sector are directly related to hu- man health, therefore when the services offered in this sector are compared to other services, quality of the services must be high. For this reason, a continuous improvement of service quality in the health sector is required. This obligation requires the measurement of service quality. Services cannot be meas-
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Post service customer satisfaction measurement

Post service customer satisfaction measurement

Contents Abstract Chapter I Review - History Restaurant the of of Literature the Industry The Need for Service Total Quality Service Management Total Quality Service Measurement Consumer[r]

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Service Quality of Social Insurance Industry and Customer Satisfaction from Malaysian Perspective: Customer Knowledge as a Moderator

Service Quality of Social Insurance Industry and Customer Satisfaction from Malaysian Perspective: Customer Knowledge as a Moderator

In order to sustain and improve the reputation of social insurance industry, the organization should continue to focus on the improvement of customer satisfaction. A good feedback from customer tend to credit a good reputation for every organization. Thus, this study focusses on two important aspects. First aspect is the service quality dimensions as a catalyst to deliver comprehensive service for social security insurance. Second aspect is the influence of service quality on customer satisfaction which supported by customer knowledge as moderator. The five indicators of service quality comprise tangibles, reliability, responsiveness, assurance and empathy are crucial to the improvement of service quality. Therefore, the organization of social insurance has the responsibility to deliver a quality service that covers all the five indicators. Indeed, this will encourage to the improvement of customer satisfaction. The presence of quality services provides encouragements to its customers and improve customers’ perception on the performance of an organization and it is surely will bring a better level of satisfaction among the customers.
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Imperatives of service quality failure and recovery: Airline passengers occasionally experience undesirable service(s) encounters or transactions with airline companies. In service marketing, this can be considered as service failure – a situation in which the airline failed to render the promised service(s) to the passenger. The service encounter, referred to in the literature as “the moment of truth” (Fitzsimmons & Fitzsimmons, 2011:214; Coye, 2004:54; Vargo & Lusch, 2004:3) is the first contact between the passenger and the airline. The airline mode of transport involves several procedures and multiple processes (Tolpa, 2012: 62). This creates further challenges in providing quality services because the passenger evaluates each process at its respective level. The processes include cover seat reservations, ground service, flight operation, cabin facilities, meal service, cabin service, baggage delivery and appropriate responses to complaints (Tolpa, 2012: 62). According to Namukasa (2013:520), the passenger’s quest for service quality commences the moments they decide to embark on a journey. Demands for quality service may include arranging to purchase the ticket, demanding pre-flight services, going through check-in and departure procedures (Namukasa, 2013:520). Onboard, passengers would continue to demand in-flight services until the end of the journey when they expect post-arrival services including luggage handling (Tolpa, 2012: 62).
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Digital Banking, Customer Experience and Financial Performance: UK Bank Managers’ Perceptions

Digital Banking, Customer Experience and Financial Performance: UK Bank Managers’ Perceptions

Customers are increasingly more demanding, forcing firms to become customer oriented and invest to offer quality services and enhance performance (Pekovic et al., 2016), and increase branding (Fritz et al., 2017). DB has enabled banks to delight customers with instant services through different distribution channels (Oliveira and Tam, 2017). Most research in this area predominantly studies customers, which can be a drawback. However, bank employees who frequently interact with customers are the most important link in service delivery, building trust and influencing customer behaviour (Karatepe and Aga, 2016). Given that managers are responsible for implementing DB services, capturing their opinion through their reaction and interaction with customers is also critical to understanding customer experience and financial performance impact.
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OVERVIEW OF THE OPERATIONAL SERVICE QUALITY IN UAE GOVERNMENT

OVERVIEW OF THE OPERATIONAL SERVICE QUALITY IN UAE GOVERNMENT

A key element of service excellence in the public industry is the nature of the relationship between the customer and the provider of the products and services. Some government sectors continuously add additional self-service technologies, even prior to testing the impact on customer perceptions. Offering more products via Government’s operation does not merely contribute to the satisfaction of the customers. Too many details on the website can complicate matters to many customers. This may be a potential reason for the lack of interest in customer’s adopting Government’s operation. In fact, online public users are less likely to leave their government sectors and it appears to be the retail channel that is especially promising in enhancing customer loyalty: online public users are less likely to switch their checking account provider than their offline counterparts. This indicates there is potential for UAE to move towards implementing Government’s operation services.
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Legal Aid Board Corporate Plan 2009 – 2011

Legal Aid Board Corporate Plan 2009 – 2011

As Chairperson it gives me considerable pleasure to introduce the Legal Aid Board’s new Corporate Plan, which includes our main objectives for the service in the three years up to the end of 2011. The Board and I are particularly conscious of the importance of civil legal aid to clients, to government and to society. Notably, it enables people who might not otherwise be in a position because of the financial costs involved to defend or vindicate their rights. This facility to access justice by the more disadvantaged and vulnerable in society is one of the hallmarks of a modern,

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An Empirical Study of Logistics Service Quality Evaluation Model in the Context of Network Big Data

An Empirical Study of Logistics Service Quality Evaluation Model in the Context of Network Big Data

Formal survey questionnaire in an online research firm released a random sample of 2,000 copies of the library, recycling 789 valid questionnaires, the effective rate of 39.5%. Responders, men 59.8%, women 40.2%; mean age was 28.9 years, 40 years of age accounted for 90.6%; 39.9% married, unmarried accounted for 60.1%. By analysis of variance between these categorical variables, no significant differences in the perception of these and related problems of logistics service quality.

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Information technology service management in Raiffeisen Bank Kosovo J.S.C. : [Presentation given November 17, 2010]

Information technology service management in Raiffeisen Bank Kosovo J.S.C. : [Presentation given November 17, 2010]

Raiffeisen Raiffeisen Business Employee Survey Business Employee Survey “The quality of internal service dictates the quality of external  The quality of internal service dictates the qu[r]

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COMPENSATION IN SERVICE RECOVERY AND CUSTOMER LOYALTY IN THE HOSPITALITY INDUSTRY IN KENYA

COMPENSATION IN SERVICE RECOVERY AND CUSTOMER LOYALTY IN THE HOSPITALITY INDUSTRY IN KENYA

Compensation is designed to overcome negative consumer outcomes regarding the experience by providing tangible evidence that the service provider is fair. It is considered an important tool to overcome service failure, and can restore equity to an exchange relationship or connote associations with distributive justice (Bhandari, Tsarenko, & Polonsky, 2007). Consumers expect compensation for the damages the failure may have caused them and/or the costs they incurred to obtain a solution and is considered the second crucial recovery action (La & Kandampully, 2004). Firms can assign tangible resources to correct problems and restore the interchange with the client by returning the money, replacing the service, or offering discounts on a future purchase (Akbar, Mat Som, Wadood, & Alzaidiyeen, 2010). Compensations may also include upgrading to a better hotel room, a free ticket, or a free meal (Boshoff, 1997).
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Investigating the quality of Service in chain stores using SERVQUAL approach (Case Study: Refah Stores on Alborz Province)

Investigating the quality of Service in chain stores using SERVQUAL approach (Case Study: Refah Stores on Alborz Province)

In!another!study!on!the!quality!of!service!in!banks,!Purhasomy!et!al!expressed!quality!plays!a! major!role!in!banking!and!customers!are!at!the!core!of!it.!Knowledge!about!customer!needs!can! be! led! to! his! satisfaction.! Location! of! bank! and! the! customer! relationship! with! the! bank! is! important.!Income,!friendly!relationship!of!staff,!good!loans,!and!counseling!to!customers!are! important! factors! of! the! quality! of! service.! To! find! different! customer! standards,! geographic,! cultural,! economic,! and! political! condition! of! community! should! be! considered.! In! Iran,! the! needs!of!customer!for!Service!quality!include!the!real!time!in!different!parts!to!see!about!the! customers,! the! staff! responsibility,! using! the! bank! technologies! such! as! telephone! bank! facilities,! ATM! and! online! bank! services,! special! attention! to! customer! time! to! decrease! his! waiting!time,!the!interest!rate!for!the!deposit,!following!the!rules!and!regulations!by!executives! and! employees! of! the! bank,! the! bank! convenient! location! for! easy! availability! ! and! parking! space,! balancing! the! time! needed! to! get! restitution! banking! facilities,! friendly! and! polite! behavior! of! staff,! knowledge! and! expertise! of! bank! employees! and! managers! in! response! to! customers'! needs.! Providing! superior! customer! service! quality! and! quantity! can! attract! the! customer.!In!this!regard,!Bank!managers!should!hold!training!courses!for!staff!to!educate!the! principles! of! attracting! customer.! Since! the! interests! and! expectations! of! customers! are! altering,!the!process!of!identifying!the!needs!of!the!customers!should!be!periodically!modifies! (Pourhasomi!et!al,!2013).!
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Corporate social responsibility is just a twist in a Möbius Strip: An empirical test on Italian cooperatives

Corporate social responsibility is just a twist in a Möbius Strip: An empirical test on Italian cooperatives

These findings reveal that investments in CSR affect the firm's final performance, not only directly through the three above mentioned crossed-effects, but also trough the intermediate action of the following factors: (a) workers' sensitivity, which makes convenient for the firm to develop CSR practices and to pay for the related expenses, since this process increases workers' productivity; (b) the alienation effect implies higher workers' aversion to job tasks and to the company or a greater preference for other activities, leisure or family; (c) the effect of the number of sectors is controversial. First, if there are many sectors the company can invest a limited amount for each of them, but on the other hand social capital and workers' relations are of better quality in smaller sized firms, so that fewer additional responsible investments are required in smaller than in larger sized firms. As a result, what effect prevails in terms of efficiency depends on .
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RELATIONSHIP BETWEEN RECRUITMENT AND SELECTION AND PERSON JOB FIT IN BUDGET HOTELS OF KOLKATA, WEST BENGAL  INDIA

RELATIONSHIP BETWEEN RECRUITMENT AND SELECTION AND PERSON JOB FIT IN BUDGET HOTELS OF KOLKATA, WEST BENGAL INDIA

Tsaur, 2004 In his study “Promoting service quality in tourist hotels: the role of HRM practices and service behavior” found that the service quality of the employees will be improved if[r]

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Customers’ Satisfaction through Service-Quality across Commercial Banks

Customers’ Satisfaction through Service-Quality across Commercial Banks

(East, 1997) suggested that customers’ feeling after using a product leads to customers’ satisfaction. (Oliver, 1980) in a study suggested that the complete fulfillment of customers’ expectations leads to customers’ satisfaction. Customers’ intentions to purchase a product or service in future widely depend on customers’ satisfaction (Taylor & Baker, 1994). Those customers, who are satisfied, share their positive experiences with others leading towards advertising through word of mouth (Richens, 1983). Word of mouth and repeat purchase increases the profitability of a firm (Dabholkar, Thorpe and Rentz, 1996). The most serious aspect for managing service firms is the service quality (Robledo, 2001). Service quality is one of the very few ways of attracting and retaining customers (Venetis and Ghauri, 2004). Improved service quality helps the organizations by reducing costs and attracting and retaining customers (Keiningham et al, 1995). Perception of the customers regarding service reflects its quality (Zeithmal, Berry and Parasuraman, 1988). Customer loyalty and satisfaction can be achieved through the services and products which are of high- quality and those which provide value for money (Zeithmal, Berry and Parasuraman, 1990). Service quality comprises of customers’ perceptions and expectations (Robledo, 2001). Perception of a service quality is a function of customers’ prior expectations for the encounter of future service. Customers evaluate service quality by making a comparison between their expectations and perceptions. A prerequisite of the superior service delivery is to understand customers’ expectations delivery (Boulding, Klara, Staetin and Zeithmal, 1993).
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Keys to Improve Service Quality and Employee Performance In An Organization - A Survey

Keys to Improve Service Quality and Employee Performance In An Organization - A Survey

As mentioned by Abdus Sattar Abbasi and AbdulKhaliq Alvi [11], certain characteristics in the employees enhance the client to gain more survives and to deal more with the company. These characteristics include empathy, expertise and reliability. Abdus Sattar Abbasi and AbdulKhaliq Alvi [11] studied the mobile phone service provider of Pakistan offices by stating hypothesis about the employees' characteristics on client satisfaction, employees' performance and the relationship between them [11]. They aimed to determine which characteristic has significant impact on the employee performance. After that, they studied the relationship between employee performance and client satisfaction. Moreover, Xiujuan Zhang [12] distributed two surveys among a sample in six department's stores. The first survey was given before entering the store to measure the client pre-shopping emotion. The second survey was after shopping while the client is leaving, to measure his perception of the employees' performance. This method reflected the in between emotions of the clients that he aims to measure. The study focuses on three main dimensions of service employee performance, which are authentic empathy, service competency and self-confidence. The first study shows that empathy and reliability has significant impact on employee performance. Expertise and reliability has significant impact on client satisfaction. Finally, it was conducted that employee performance has positive impact on client satisfaction [11]. In the second study, it was found that empathy is the most powerful factor that enhance the client’s satisfaction and emotional reward during service consumption [12]. To clarify this concept in more details, Abdus Sattar Abbasi and AbdulKhaliq Alvi [11] explained that empathy has significant impact on employee performance and in return, employee performance has positive impact on client satisfaction [11].
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Conceptual overview of relationship among internal marketing, employee satisfaction, customer satisfaction and financial performance of service sector organization: a literature review

Conceptual overview of relationship among internal marketing, employee satisfaction, customer satisfaction and financial performance of service sector organization: a literature review

satisfaction in a firm’s working environment and improved customer satisfaction (Heskett et al.,1994; Schneider et al.,2003). Thus a link between employee satisfaction, customer satisfaction and financial performance of the organization can be observed. But many IM researchers found it difficult in reality (Kamkaura et al.,2002; Silvestro & Cross,2000). This is because various factors used to measure satisfaction may not link with the measures of overall satisfaction and financial performance of the firm. Further Heskett et al., 1994,1997 suggested a link between employees service quality, their level of satisfaction and preservation of employees in organization. This can further be linked with customer satisfaction, improved customer loyalty and improved financial performance of the company (Hallowell & Schlesinger,2000; Loveman,1998; Silvestro & Cross, 2000). Heskett et al. (1997) have identified the impact of employee satisfaction on the level of customer satisfaction leading to a better service quality, resulting in improved business performance. Many authors have supported this view (Schlesinger & Heskett, 1991; Scheinder & Bowen,1999). Silvestro & Cross (2000) have identified a positive relationship between customer satisfaction and financial performance of the firm. Matzler et al. (2004) has pointed out a close relation between employee satisfaction and business performance of the firm. Kano (1997) suggested employee satisfaction’s impact on external customer satisfaction. So employee satisfaction features influence the customer satisfaction leading to better performance. Harter et al. (2002) found positive effect of employee satisfaction on financial performance of the firm. Schneider et al. (2003) also supported the evidence of positive influence
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Servqal Revisited. A Systematic Review of Literature

Servqal Revisited. A Systematic Review of Literature

The Authors further refined and reassessed the SERQUAL scale and brought out a modified LIKERT scale which measures agreement or disagreement. Reliability, Factor Structure and Validity of the refined SERVQUAL was established. . The customer assessment of service quality were measured for 3 types of Service-Telephone Repair, Retail Banking and Insurance. The findings of the study were dovetailed with that of similar

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Behavioural intentions in the motel industry : an empirical analysis

Behavioural intentions in the motel industry : an empirical analysis

I ask your help with my project. Attached is a brief questionnaire, which should only take about 10 to 15 minutes, and your answers will be completely anonymous and confidential. However, in order to qualify for this research, you must at least 18 years old and have recently stayed in a full service New Zealand motel. This research is for my postgraduate study and the research findings will benefit marketers and practitioners (i.e. motel owners or mangers) in the lodging sector. The aggregate results of this study may be used for future academic publications. Finally, the aggregate results of this study will be provided to motel owners/operators. If you choose to complete the survey, it will be understood that you have consented to participate in the research project and to publication of the results of the research project. This research has been reviewed and approved by the Lincoln University Human Ethics Committee.
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