Service Quality Perceptions and Customer Satisfaction in Nepalese Banking Sector

Keshav Raj Bhatta ., Bhanu Pratap Durgapal .

Abstract


The purpose of the present study is to find out bank customers’ perception about service quality and customer satisfaction and also to investigate the association and relationship between service quality and customer satisfaction. Samples of 300 customers from six banks located in Kathmandu were included in the analyses. Service quality was measured using SERVPERF approach. The questionnaire included 27 questions relating to the five dimensions of service quality viz. reliability, assurance, tangibility, empathy and responsiveness. Customer satisfaction was measured using a single item scale. A strong correlation was found between service quality dimensions and customer satisfaction. Regression analysis revealed reliability, tangibility, empathy and responsiveness as statistically significant predictors of customer satisfaction.


Keywords


bank customers’ perception, service quality, customer satisfaction

Full Text:

PDF

References


Ahmad Jamal, Kamal Naser (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, Vol. 20 issue: 4, pp.146 – 160.

AN Tariq, N Moussaoui (2009). The main antecedent of customer loyalty in Moroccan banking sector. International Journal of Business.

B Osayawe Ehigie (2006). Correlates of customer loyalty to their bank: a case study in Nigeria International Journal of Bank Marketing.

Barbara Culiberg, Iča Rojšek (2010). Identifying Service Quality Dimensions as Antecedents To Customer Satisfaction In Retail Banking. Economic and Business Review, Vol. 12, page 151–166 151.

Bedi, Monica (2010). An Integrated Framework For Service Quality, Customer Satisfaction And Behavioral Responses In Indian Banking Industry-A Comparison Of Public And Private Sector Banks. Journal of Services Research 10.1 (Apr-Sep 2010): 157-172.

C Boshoff, B Gray - S Afr J Bus Manag (2004). The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry.

Christian Gronroos, (1984). A Service Quality Model and its Marketing Implications, European Journal of Marketing, Vol. 18 issue: 4, pp.36 – 44.

D lacobucci, KA Grayson (1994).The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration. Advances in Services Marketing and Management.

Fornell, Claes (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56 (January), 6-21.

Fornell, Claes (1995).The Quality of Economic Output: Empirical Generalizations about Its Distribution and Association to Market Share. Marketing Science, 14 (3), G203-11.

Francis Buttle (1996). Relationship Marketing: Theory and Practice.

Gee, R., Coates, G. and Nicholson, M. (2008). Understanding and profitably managing customer loyalty. Marketing Intelligence & Planning, Vol. 26 No. 4, pp. 359-74.

George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update (4th ed.). Boston: Allyn & Bacon

H Naeem, A Akram, MI Saif (2011). Service Quality and its impact on Customer Satisfaction: empirical evidence from the Pakistani banking sector. International Business & Economics Research Journal.

Jain SK, Gupta G., (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa.

J. Joseph Cronin, Jr. and Steven A.Taylor (1994). SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Vol. 58, No. 1 (Jan 1994), pp. 125-131.

K.M. File, R.A. Prince, (1992). Positive Word‐of‐Mouth: Customer Satisfaction and Buyer Behaviour. International Journal of Bank Marketing, Vol. 10 Iss: 1, pp.25 – 29.

LL Kheng, O Mahamad, T Ramayah (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies.

LL Olsen, MD Johnson (2003) Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of Service Research.

Marsha L. Richins (1983). Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study. Journal of Marketing.Vol. 47, No. 1 (winter, 1983), pp. 68-78.

Noly Ndubisi, C Kok Wah (2005). Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction. International journal of bank.

Norizan Kassim, Nor Asiah Abdullah, (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, Vol. 22 Issue:3, pp.351 – 371.

Parasuraman, Valarie A. Zeithaml and Leonard L. Berry (1988) SERVQUAL – A multiple item scale for measuring consumers perception of service quality. Journal of Retailing.

Parasuraman, Valarie A. Zeithaml and Leonard L. Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing.

PE Pfeifer, ME Haskins, RM Conroy (2005) spending. Journal of Managerial Issues, – JSTOR.

R East (1997). Consumer behaviour: Advances and applications in marketing. Prentice Hall.

Robert A. Peterson (1994). A Meta-Analysis of Cronbach's Coefficient Alpha. Journal of Consumer Research

RB Woodruff, ER Cadotte (1983), RL Jenkins (1983). Modelling consumer satisfaction processes using experience-based norms. Journal of marketing research.

SMR Nasserzadeh et al. (2008).Customer satisfaction fuzzy cognitive map in banking industry. International Business Information Management Association.


Refbacks

  • There are currently no refbacks.




Editorial Office:

Educational Research Multimedia & Publications,
S.N. 21, Plot No 24, Mirza Ghalib Road Malegaon Nasik,
Maharashtra India - 423203.
+919764558895 (whatsapp),
editor@scholarshub.net, www.scholarshub.net

Copyrights © 2010-2020 - ERM Publications, India     

This work is licensed under https://creativecommons.org/licenses/by-sa/4.0/