Customers’ Emotional Reactions as Significant Predictors Towards Excellent Customer Service Experiences

2017 ◽  
Vol 3 (1) ◽  
pp. 9
Author(s):  
Anizah Zainuddin ◽  
Shereen Noranee
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Emotional Responses ◽  
Sampling Technique ◽  
Emotional Reactions ◽  
Retail Banking ◽  
Personal Contact ◽  
Quality Value ◽  
Service Experiences

This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses.

scholarly journals Retail banking service quality: A client perception study

2016 ◽  
Vol 6 (4) ◽  
pp. 216-222
Author(s):  
Mbablemhle Bhengu ◽  
Vannie Naidoo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Banking Sector ◽  
Banking Industry ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Retail Banking ◽  
Service Encounters ◽  
Face To Face ◽  
Mba Students

The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters.

Service Quality Perception towards E-CRM Practices among Customers of Private and Public Sector Banks of Rajasthan Using SERVQUAL Method

2018 ◽  
Vol 7 (3) ◽  
pp. 22
Author(s):  
Neeti Kasliwal ◽  
Jagriti Singh
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Banking Sector ◽  
Sampling Technique ◽  
Vital Role ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Score Method ◽  
Public Banks

Banking sector is growing rapidly and playing a vital role in the economic development of the nation. Both private and public sector banks are giving more priority to service quality to satisfy their customers. For this, banks are now emphasizing on E-CRM practices to carry out transactions and communicate with their customers. The purpose of this research is to assess the service quality among private and public banks in Rajasthan. Purposive sampling technique has been employed to collect the data from three private banks and three banks from public. To analyze the data, descriptive statistics, Mean score method and t test have been used. Results indicates that there is a significant difference in consumer’s perception of service quality dimensions related to E-CRM practices provided by selected private and public sector banks of Rajasthan..The findings of this research will help policy makers of banking sector to set customer oriented policies.

scholarly journals Hubungan Mutu Pelayanan Dengan Loyalitas Pelanggan Jasa Pengiriman Paket Pada Kantor Pos Kota Depok

2016 ◽  
Vol 2 (2) ◽  
pp. 85
Author(s):  
Emma Rahmawati ◽  
Musa Hubeis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Sampling Technique ◽  
Quality Level ◽  
Post Office ◽  
Loyal Customer ◽  
The Relationship

<p>fice were (1) To identify the relationship between service quality and customer loyalty; (2) To analyze the relationship strength between service quality and customer loyalty; (3) Assessing the service quality level by Depok City Post Office. The data collecting were primary and secondary data. Convenience sampling was chosen as sampling technique. The research analyze by descriptive analysis, Importance Performance Analysis (IPA), Range and Rank Spearman correlation test, and processed by Microsoft Excel 2007 and Software SPSS 17.0 version for Windows. The study by IPA showed the attribute spread out around all quadrant with the majority attributes placed on quadrant III, however the study will be focused on attributes placed Quadrant I: completly of information media, quick service and complaint service, which are the main important factors to improve. The research finding was proven the customer is categorize as loyal customer. The analysis of work attributes level showed reliability has no relation with loyality. The Relationship between Good Quality of Customer Service and Customer Packaging Delivery Service Loyalty in Depok City Post Office is strong showed by r = 0,277.</p>

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals The Relationship Between Service Quality and Customer Satisfaction in India’s Rural Banking Sector: An Item Analysis and Factor-Specific Approach

2013 ◽  
Vol 1 (2) ◽  
pp. 43-63 ◽  
Author(s):  
Mohammad Adil
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Item Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Sampling Frame ◽  
Business World ◽  
Perceived Service Quality

Earlier research has shown that, in today’s highly competitive business world, service quality and satisfaction are central to management concerns for marketing effectiveness and success. This study attempts to determine customer-perceived service quality at rural Indian banks and identify the most significant predictors of overall customer satisfaction based on a five-dimensional ‘performance-only’ scale measuring service quality. Data was collected from 289 patrons of rural banks, based on a seven-point Likert scale ranging from 1 (”strongly disagree”) to 7 (“strongly agree”). The absence of a reliable sampling frame necessitated following a controlled sampling technique. In order to extract factors relevant to service quality, we employ exploratory factor analysis, means, standard deviations, t-tests, and regression analysis. Our preliminary analysis indicates that rural customers report high levels of perceived service quality across all five dimensions while the results of the regression analysis (β) show that reliability and assurance explain overall customer satisfaction at rural banks in India. The study’s findings can be employed by the banking industry to restructure and prioritize its service quality and develop appropriate promotional strategies by highlighting relevant aspects of service quality and customer satisfaction.

Strategies for Sustainable Quality Service Delivery in Hotels in Owerri

2018 ◽  
pp. 1-12
Author(s):  
I.B. Anyanwu
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Service Delivery ◽  
Sample Size ◽  
Customer Service ◽  
Marketing Research ◽  
Sampling Technique ◽  
Hospitality Management ◽  
Quality Service ◽  
Infinite Population

This study sought to determine strategies for sustainable quality service delivery in hotels in Owerri. Two research questions guided the study. The study population comprised all customers of registered hotels. It is an infinite population. The researcher used Cochran (1977) formula for determining sample size for an infinite population, and it gave a sample size of 384. A structured questionnaire was used as an instrument for data collection which was validated by academics in Hospitality Management and Tourism, and Marketing. Crombach Alpha Coefficient of 0.73 was obtained confirming the usability of the instrument. Convenient sampling technique was adopted for data collection, which was analyzed using frequency, mean, and standard deviation. Findings revealed that the level of quality service delivery in the hotels studied was very poor as shown by the clustered mean. Similarly, the respondents agreed on specific strategies such as marketing research and anticipation of guest needs, employee empowerment, and training, among others for improving quality service delivery in hotels in the study area. Given the findings of the study, recommendations were made to the effect that hotel operations are encouraged to carry out periodic service quality assessment to determine customer service quality perceptions and also develop sustainable feedback mechanisms such as comment cards and other online interactive platforms that can facilitate constant updates on customer needs and wants.

scholarly journals A comparative study on customers perception on service quality in cooperative and nationalized banking sector with reference to coimbatore district in tamil nadu

2014 ◽  
Vol 1 (3) ◽  
pp. 170-190
Author(s):  
Velanganni V
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Tamil Nadu ◽  
Business Performance ◽  
Service Sector ◽  
Banking Sector ◽  
Research Question ◽  
Financial System ◽  
Economic Transformation ◽  
Marketing Service

Financial system is the most important institutional and functional vehicle for the economic transformation in the country. Banking sector is reckoned as the hub and barometer of the financial system. As a pillar of the economy, this sector plays a predominant role in the economic development of the country. The banking sector is considered as growth facilitator. In recent years, the banking industry around the world has been undergoing a rapid transformation.As India is moving towards a service economy marketers require knowing more about marketing service product. Service has increasingly assumed a vital position in the Indian Economy. There is a prospective market for services and increasing supremacy of services in economies contribution of service sector have drawn growing attention to the issues of the service sector.Quality has been recognized as a strategic tool for attaining efficiency and improved business performance. This paper includes the review of literature on service quality and behaviour intension and discussed in relation to each of the research question. The paper concludes with a summary and description of implication of the findings. The research has examined the customer service in banking sector in this paper under three major headings, viz.,pre sale service , product features, office services, Behavioural Response, post sale services and with regard to satisfaction on service quality on people, physical evidence and processes.

scholarly journals Relationship Marketing and Service Quality in Bank Muscat Oman (Sayarati Loans)

2013 ◽  
Vol 5 (12) ◽  
pp. 568-576
Author(s):  
Normala S Govindarajo
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Asset Management ◽  
Significant Relationship ◽  
Financial Services ◽  
Retail Banking ◽  
Key Indicator ◽  
Current Scenario ◽  
Private Banking

Sultanate of Oman is one of the prominent GCC Countries with a population of around 3 million. With assets worth over USD 15 billion, Bank Muscat (SAOG) is the leading financial services provider in Oman with a strong presence in Corporate Banking, Retail Banking, Investment Banking, Treasury, Private Banking and Asset Management. This paper looks into the “RELATIONSHIP MARKETING AND SERVICE QUALITY IN BANK MUSCAT OMAN (Sayaratti Loans)”. The quality of customer service is the key indicator of the performance of the different branches of the Bank. Banks in the current scenario is increasingly showing its interest in satisfying a customer wants. Given the profit figures on board as targets Banks need to also look into the special needs of the customer’s perspective, any lacuna in service quality to be looked into seriously. The car loans popularly known as Sayaratti loans are taken as the product for study. The findings of the study say that there is a significant relationship between the age and the overall customer satisfaction levels and there is no significant relationship between the age and the service quality by the bank.

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