Services Quality and Customer Satisfaction in the Banking Industries,Explore topics
WebThe study result shows that service quality directly and indirectly (through mediation of customer satisfaction and customer loyalty) has positive and significant effect on the Webservice quality was at the root of customer satisfaction and was linked to such behavioural outcomes as customer loyalty. Kazi Omar Siddiqi () studied the interrelationships Webbanking experts on service quality attention of customers have image which urge confidence. Bitner and Hubert () think about service quality as “a customer thinking WebThe study basically aims to analyze the service quality of commercial banks, like State Bank of India (SBI). SERVQUAL scale is used to determine the service quality. The findings Webbetween service quality and customer satisfaction in Islamic banking sector in Pakistan. 2. Examine how the quality of services affects the customer satisfaction. It can be believed ... read more
Customer Satisfaction is to degree at which the product or services rich the standard of the buyer in his or her expectations. It deals with what people called as surprise quotient. This is to extend at which firms give out unexpected technical characteristics or personal service to a customer. The above definition talks about the degree at which a firms performance or it goods and services rich the standard expectation of the customer requirements. The fact that a service is intangible means that people who supply the service, the process by which it is supplied and the associated physical evidence will be the key factors in creating satisfaction.
The heterogeneity features of a services required that considerable emphasis is attach to the service providers and the process to ensure customer satisfaction. The economic competitive, regulatory, social and technological elements generally affect the marketing of goods and services. However, there are a few special considerations that apply only to service as the following section points out:. Economic Element: as national and global economies grow more complex the demand for services continues to increase. For examples, a manufacturing firm that wants to expand its market by selling in other countries may need the services of international freight handlers, export consultants, translators and government lobbyists.
Competitive Element: Service providers can find themselves competing with companies that are outside the service sector. A common source of competition is from goods. Regulatory Element: Internationals marketers have to observe laws in each of the countries in which they operate. Services providers are particularly affected by regulation because governments regulate many services to ensure consistency and reliability. The regulation can be as simple as licensing services providers or as invasive as controlling prices and professional practices throughout an entire industry e. Social Element: Social forces can play a big role in service marketing. Technological Element: Companies that provides these services have responded to changes in their technological environment.
Advancement in science and technology create many opportunities to improve services quality and productivity. The research deals with management, staff and customers of the Ghana Commercial Bank in Takoradi. Out of the target population five management, five staffs, other five members of the staff and forty customers and non-customers were chosen to constitute the sample for the research work. The simple random sampling techniques were used by the researcher in selecting the sample from the target population.
This method of sampling were used because it provided all the management staff supporting staff and customers, as defined population element, an equal chance of being selected as study subjects. For the purpose or the merits of this research work questionnaire and interviews were used. A questionnaire is a list of highly structured questions written and handed over or mailed to respondents to provide relevant answers or solution to the questions. An interview is structured or unstructured way of obtaining information on a focused content. The two types of questionnaire were used by the researcher.
These are the open-ended and close ended type of questions. This allowed respondents to provide answer to own way or opinions freely. Closed-ended questions provide a way of alternatives or simple answer categories for respondents to make a choice from. This provide an easy basis to analysis responses from respondents. Primary or original data was collected by the researcher from the field personally for the purpose of the research work. It was carried out mainly through the use of questionnaire and interviews to obtain original data for the purpose of answering the research questions or problems. Secondary data was used to ensure completeness of the research work. The secondary data was to supplement the information and explanations which the source could not provide for the research work.
For the purpose of analysis data as a way of comparing, contrasting and describing such data, descriptive statistics was used. The data collect was enhanced pictorially in their presentation with the aid of tables, chart and graphs. This chapter shows the presentations and analysis of data collect from questionnaire administered to get sample opinions of management staff, staffs who work in the company. Customers who patronize the service of the company and non-customers who are potential customers. Fifty 50 questionnaires went out. Twenty 20 questionnaires went to customers, another twenty 20 went to non-customers and ten 10 questionnaires went to both management staff and staff respectively all in the Sekondi Takoradi Metropolitan Assembly S.
The analysis and presentation of data collected is a true reflection of management staff, staff, customers and non-customers. The analysis is been presented in form of charts tables and graphs. The above table indicate the number of questionnaire administered and retrieved from management staff, staff, customers and non-customers. This figure shows the statistical graphs chart of the questionnaire design for the research work. Table two 2 shows the number of males and females who were service questionnaire in various age groups. Out of the thirty 30 questionnaires return to us twenty 20 respondents constituting sixty — six point seven percent Thirty-three point three percent A summary of some of the questionnaire that were given to management staff.
This implies that the banks must improve upon the quality of their services to satisfied its customers, as shown in the graph chart Figure III below. This indicates that the staff in the bank often sees the customers frequently. This information can presented in a simple bar chart below in Figure V. This implies that dealing with customers involves some difficulties. This indicates that more of customers are not satisfied with the service of the bank. The reason has been that they spend a lot of time in saving and withdrawing money from the bank.
Figure VI: Simple Bar Chart Representing Consumer Perception about the Service of Ghana Commercial Bank. Do you have plans of shifting your customer ship to another bank, because of your think their service are not to your expectation? In conclusion more people will like to shift their customership to another bank because they think the service deliver by the bank are not to their expectation. Figure VII. Simple bar chart indicating how customers plans of shifting their customership to another bank. It implies that only seven of the respondents of the ten have saved with the bank between the periods of zero to four years.
This indicates that most of respondents are not satisfied with the service at the bank and will like to shift to another bank within the subsequent years. How would you compare Ghana Commercial Bank with other Banks in terms of competence? This indicates that more people connected competence of Ghana Commercial Bank with Average. This information can be presented in a form of a pie chart. Figure VIIX. Pie chart showing potential customers perception about the competence of Ghana Commercial Bank. Figure 6. Simple Bar Chart showing customers perception if they will like to save with the bank. This chapter presents summary of the research work. Its covers the major findings, conclusions arrived at and the recommendations made.
The research work was a descriptive study, which examined service quality and customer satisfaction in banking industries. Essentially, its purpose were to evaluate the level of service quality and customer satisfaction at the Ghana Commercial Bank and recommend ways to improving service quality to management, determine how customers service influence customer retention rates, explore staff attitude towards customers of the bank, examine how the commercial bank goes about the marketing of bank services and evaluate the quality of staff at the bank in terms of training and academic background. The subjects of the study were fifty with regard to the sample simple random sampling was used to ensure that the respondents selected for the research work constitute the various elements of the study population.
Some of the respondents were interview whiles others were required to answer both open-ended and close- ended questions which related to the research topic, objective and hypotheses. Descriptive statistics such as percentages, and proportions were used to analysis the data gathered. ª More males than females to the questionnaire and generally most of the respondents were in their youthful age. ª Respondents in their response were negative with respect to the level of satisfaction they derive from the service provided by the Ghana Commercial Bank.
ª Another observation made from the study indicates that most of the customers are likely to shift their customer ship to another banks. ª It was also discovered that customers spend a lot of time in saving and withdrawing money from the bank. ª It was realized from the research that service quality and customer satisfaction is the prime objective of the bank but how to approach it was a problem. The finding from the study led the researcher to conclude that there was a relationship between the quality of service provision and the rate of customer retention. The second hypotheses were also confirmed. Based on the results from the study and conclusions drawn from it, the following recommendations are spelt out:.
The researcher recommends that the Ghana Commercials Bank redesigns its programs to enhance the quality of service delivery. Due to the generally poor image the bank has, it needs to embark on an intensive awareness programs such as event sponsorship, which is also a good public relations tool. Through this the bank will become more involved with the public. The bank has to shorten its procedures with regards to transactions so that the time for going through bank one off transaction will be reduced. The bank should also educate its customers about some of the ideologies of the bank to enable them understand certain principles. To view or add a comment, sign in To view or add a comment, sign in. Some of the major problems are stated below: Absence of well — train and professionally qualified banking staff Offensive and poor attitude and behavior on the banks staff in their dealings with actual and potential customers Inadequate facilities and equipment required to provide modern banking services Absence of frequent training programs for the staff to shape up their attitude towards customers.
Excessive competition from banks which perform commercial banking services. ª Explore the staff attitude towards customers of the bank 1. The relevant research hypotheses are the following: ¨ The better the services, the higher the rate of customer retention for Commercial Bank as the law demand stated. Jobber , viewed a service as any deed, performance or effort carried out for the customer. McCarthy and Perreault , defined service as a deed performed by one party for another. These characteristics are as following: Intangibility: A service is intangible and cannot be seen, tasted, felt, heard or smelled before it is bought.
For examples, although branches of a particular bank may be selling and delivering the same service, the quality may not be uniform or homogenous from branch to branch Perishability or Fluctuating Demand: Services are highly perishable since they cannot be stored. v Personal care such as laundry, dry cleaning, beauty care v Medical and other health care including all medical services, dental nursing, hospitalization, optometry, and other health care v Private education like vocational school, nursery schools and some continuing education programs. v Insurance, banking and other financial services such as personal and business insurance, credit and loan services and investment v Transport including flight and passenger services v Communication as in telephone and computer and copying services.
Good service quality enhance corporate image and may provide insulation from price competition. The heterogeneity features of a services required that considerable emphasis is attach to the service providers and the process to ensure customer satisfaction 2. However, there are a few special considerations that apply only to service as the following section points out: Economic Element: as national and global economies grow more complex the demand for services continues to increase. This method of sampling were used because it provided all the management staff supporting staff and customers, as defined population element, an equal chance of being selected as study subjects 3. Table 1: Summary of questionnaire administered and collected. Like Comment Share. With respect to the objectives set out above, the research work seeks to address the following research questions:.
The hypotheses that follow were generally drawn from the research questions above. They have been out to test in line with the research objectives. The relevant research hypotheses are the following:. The research work when completed, will give me an insight into a practical situation. In addition, it will serve as a source of reference fo similar research in future. Finally, it is also intend to facilitate the effort of policy makers to come out with policies that will embody effective customer satisfaction strategies. This project work will cover Ghana Commercial Bank and its customers and non-customers within the Sekondi Takoradi Metropolitan Assembly S.
in Ghana. it will focus on services quality and customers satisfactions. The first problem was lack of funds for travelling, printing, interviewing, and the source of data. Again, some Management staff were reluctant to release information that would have facilitated the researcher effort. The research work consist of five chapters, these are chapter one, containing the background of the study, statement of the problem, research objectives, research questions, research hypothesis, significance of the study, scope of the study, limitation of the study and the organization of the study.
Chapter two examines relevant related literature. The research methodology is the focus of chapter three. Chapter four consists of data presentation and analysis and the final chapter which is chapter five, discusses the summary of the findings, conclusions, and recommendation. It will cover the definitions of service, characteristics of service, classification of services, the scope of services, service quality, the need for service quality, benefits of services quality and definitions of customer satisfaction. It will also take into a look at major themes in the financial services sector.
According to Phillip Kotler et al , service is any activity or benefit that one party can offer t another that is essentially intangible and may not result in the ownership of anything. Cannon , viewed services as those separately identified, essentially intangible activities which provide want satisfaction and which are not necessarily tied to the sales of a product or another service. In the option of Etzel, Walker, and Stanton , service are the identifiable, intangible activities that are the main object of a transaction designed to provide want satisfaction to customers. According to Palmer , services are products which are essentially intangible and cannot be owned.
From the definitions as presented by the various authorities, it is clear that they all emphasis that service is essentially intangible. This means that a service cannot be seen physical but the customer experiences it. The idea of service therefore is focused on the intangibility element and which essentially provides want satisfaction to the customer. Kotler et al , stated that a service has four major characteristics that greatly affect the design of marketing programs for it. These characteristics are as following:.
Intangibility: A service is intangible and cannot be seen, tasted, felt, heard or smelled before it is bought. For example, a person receiving a haircut cannot see the result before purchase. Inseparability: Services are produced and consumed at the same time. For instance, as it is in car hiring. The person rendering the service becomes part of the service as how he does it affect the quality of the service. Heterogeneity of Variability: Services are highly variable as they depend on who provides them and when and where they are provided. For examples, although branches of a particular bank may be selling and delivering the same service, the quality may not be uniform or homogenous from branch to branch.
Perishability or Fluctuating Demand: Services are highly perishable since they cannot be stored. For example, hours when cashiers are idle at the bank cannot be used to expand service on a busy day when long queues are formed. In the option of Churchill and Peter , service can be classified in several ways. These include the way the service is delivered, the type of organization providing the service and the type of customers they target. Means of Delivering the Service: this may be equipment based. In other words, services may be delivered primarily by equipment, as in the case of movies theatres and airlines or they may be delivered primarily by people, as in the case of janitorial service and accounting.
The means of delivery influence where quality is most at stake in the product mix. For equipment based service, Marketers must be concerned that the equipment is of good enough quality to meet customers need. They must ensure that the employees who keep the equipment operating or come into contact with users are skilled and interested in meeting customer needs. Thus, the quality of computer programming service depends on both the user and the programmers themselves. Type of Providers: This is another way of classifying service and it is in term of the kind of organization providing them. Service providers may include businesses, government and non-government or not-for-profit making organizations.
Business organizations offer goods and services in order to earn a profit. Government organization also provides service; include mass transport, state lotteries and the military. The not-for-profit making organizations also use marketing to help them identify needs and target services build support for causes and solicit contributions. The Purchase Decision for Service: This describe the way in which consumers and organization buyers arrive at their purchasing decision. The wide range of services marketed by profit —making firms is reflected in the following classification by industry:. v Household operations like utilities, house repairs, repairs of equipment in the house, land scalping and household cleaning.
v Recreation and entertainment such as theatres, spectator sports, amusement parks, rental and repairs of equipment used to participate in recreation and entertainment activities. v Medical and other health care including all medical services, dental nursing, hospitalization, optometry, and other health care. v Private education like vocational school, nursery schools and some continuing education programs. v Business and other professional services such as legal, accountancy, and management consulting. v Insurance, banking and other financial services such as personal and business insurance, credit and loan services and investment. Johansson , spelt out that the intangibility of service is typically assumed to make consumers evaluations of quality more difficult than for tangible products.
This views based on the natural hesitation of people to evaluate things they cannot touch. The intangibility of services make them much more subjective product. Quality is a matter of how we feel and of our particular taste. This dependence on subjective feelings means that what is perceived as high quality service may differ between individuals. Ennew, Watkins and Wright , mentions that the need for service quality is driven by customers, employees and a changing business environment. Customers, be the individuals, households or organizations are increasingly aware of alternatives of the financial services on offer, provider organizations and also of rising standard for service.
Consequently, expectations rise and consumers become more critical of quality of service received and so companies can be complacent. Without the focus on service quality, financial service organizations may face complaints from customers. Further, a proportion of dissatisfied customers will complain and tell a number of others, generally it is stated that, if a financial company gives a service to one customer, it gain three, and loses nine when give poor service to one customer, hence it is better to gains three than looing nine, generating adverse word of monthly publicity and some may switch to companies. However, with focus on service quality, an organization can expect a number of benefits.
Customer loyalty through satisfaction increased business and this may lead to attract new customers; hence customer retention is more cost effective than trying to attract new customers. Customer satisfaction lead to increase in opportunities for cross-selling, comprehensive and up to date service knowledge and sales techniques among employee, combined with developing relationships. Customer Satisfaction is to degree at which the product or services rich the standard of the buyer in his or her expectations. It deals with what people called as surprise quotient. This is to extend at which firms give out unexpected technical characteristics or personal service to a customer. The above definition talks about the degree at which a firms performance or it goods and services rich the standard expectation of the customer requirements.
The fact that a service is intangible means that people who supply the service, the process by which it is supplied and the associated physical evidence will be the key factors in creating satisfaction. The heterogeneity features of a services required that considerable emphasis is attach to the service providers and the process to ensure customer satisfaction. The economic competitive, regulatory, social and technological elements generally affect the marketing of goods and services. However, there are a few special considerations that apply only to service as the following section points out:.
Economic Element: as national and global economies grow more complex the demand for services continues to increase. For examples, a manufacturing firm that wants to expand its market by selling in other countries may need the services of international freight handlers, export consultants, translators and government lobbyists. Competitive Element: Service providers can find themselves competing with companies that are outside the service sector. A common source of competition is from goods. Regulatory Element: Internationals marketers have to observe laws in each of the countries in which they operate. Services providers are particularly affected by regulation because governments regulate many services to ensure consistency and reliability.
The regulation can be as simple as licensing services providers or as invasive as controlling prices and professional practices throughout an entire industry e. Social Element: Social forces can play a big role in service marketing. Technological Element: Companies that provides these services have responded to changes in their technological environment. Advancement in science and technology create many opportunities to improve services quality and productivity. The research deals with management, staff and customers of the Ghana Commercial Bank in Takoradi. Out of the target population five management, five staffs, other five members of the staff and forty customers and non-customers were chosen to constitute the sample for the research work.
The simple random sampling techniques were used by the researcher in selecting the sample from the target population. This method of sampling were used because it provided all the management staff supporting staff and customers, as defined population element, an equal chance of being selected as study subjects. For the purpose or the merits of this research work questionnaire and interviews were used. A questionnaire is a list of highly structured questions written and handed over or mailed to respondents to provide relevant answers or solution to the questions. An interview is structured or unstructured way of obtaining information on a focused content. The two types of questionnaire were used by the researcher.
These are the open-ended and close ended type of questions. This allowed respondents to provide answer to own way or opinions freely. Closed-ended questions provide a way of alternatives or simple answer categories for respondents to make a choice from. This provide an easy basis to analysis responses from respondents. Primary or original data was collected by the researcher from the field personally for the purpose of the research work. It was carried out mainly through the use of questionnaire and interviews to obtain original data for the purpose of answering the research questions or problems. Secondary data was used to ensure completeness of the research work. The secondary data was to supplement the information and explanations which the source could not provide for the research work.
For the purpose of analysis data as a way of comparing, contrasting and describing such data, descriptive statistics was used.
This research work takes a look at service quality and customers satisfaction in banking industries. In Ghana, the Standard Charted Bank and Barclays Bank were the first banks to be established in the country. These banks were controlled by the foreigners in those days. Kwame Nkrumah found it necessary that Ghana must have its own indigenous bank which could take care of financial requirements and transaction of the people. Since he thought a day would come that the owners of these private banks may decide to leave and take along also expertise. In line with this, the Ghana Commercial Bank was established on 23 May It was sited at High Street in Accra.
It was out the Ghana Commercial Bank that the Central Bank of Ghana was also established to take care of the printing and issuing of currency to the Ghana Commercial Bank. Apart from the Ghana Commercial Bank, there exist several other banks in and other non — banking institutions most of which perform commercial banking activities. There is very keen competition in the banking industry. To be able to survive the prevailing intense competition in the banking industry, what most of the bank attempt to do is to create convenient banking activities for their customers.
Such activities include the Automated Teller Machine ATM , Ready Cash Service, Money Transfers, Computer Banking, Banking Via Mobile Phone, etc. Though these services are virtually duplicated by other banks, what is the focus now is the quality of the service which is provided. For this reason, most banks are now paying more to actual and potential customers in order to sustain their business in an environment of competition. Though it seems that the above is a means of remaining competitive, not all the banks emphasizes on customer satisfaction and again it is only a few banks that have taken the trouble to develop their Marketing Strategy with regards to how their services should be provided to satisfy customers.
The performance of the Commercial Bank in this direction has been very credible. However, inspite of the bank performance, which is substantially credible, it is yet beset with some problems. Some of the major problems are stated below:. Offensive and poor attitude and behavior on the banks staff in their dealings with actual and potential customers. Absence of frequent training programs for the staff to shape up their attitude towards customers. ª Evaluate the level of service quality and customer satisfaction at the Ghana Commercial Bank and recommend ways of improving service quality to management. With respect to the objectives set out above, the research work seeks to address the following research questions:.
The hypotheses that follow were generally drawn from the research questions above. They have been out to test in line with the research objectives. The relevant research hypotheses are the following:. The research work when completed, will give me an insight into a practical situation. In addition, it will serve as a source of reference fo similar research in future. Finally, it is also intend to facilitate the effort of policy makers to come out with policies that will embody effective customer satisfaction strategies. This project work will cover Ghana Commercial Bank and its customers and non-customers within the Sekondi Takoradi Metropolitan Assembly S.
in Ghana. it will focus on services quality and customers satisfactions. The first problem was lack of funds for travelling, printing, interviewing, and the source of data. Again, some Management staff were reluctant to release information that would have facilitated the researcher effort. The research work consist of five chapters, these are chapter one, containing the background of the study, statement of the problem, research objectives, research questions, research hypothesis, significance of the study, scope of the study, limitation of the study and the organization of the study. Chapter two examines relevant related literature. The research methodology is the focus of chapter three.
Chapter four consists of data presentation and analysis and the final chapter which is chapter five, discusses the summary of the findings, conclusions, and recommendation. It will cover the definitions of service, characteristics of service, classification of services, the scope of services, service quality, the need for service quality, benefits of services quality and definitions of customer satisfaction. It will also take into a look at major themes in the financial services sector. According to Phillip Kotler et al , service is any activity or benefit that one party can offer t another that is essentially intangible and may not result in the ownership of anything.
Cannon , viewed services as those separately identified, essentially intangible activities which provide want satisfaction and which are not necessarily tied to the sales of a product or another service. In the option of Etzel, Walker, and Stanton , service are the identifiable, intangible activities that are the main object of a transaction designed to provide want satisfaction to customers. According to Palmer , services are products which are essentially intangible and cannot be owned. From the definitions as presented by the various authorities, it is clear that they all emphasis that service is essentially intangible.
This means that a service cannot be seen physical but the customer experiences it. The idea of service therefore is focused on the intangibility element and which essentially provides want satisfaction to the customer. Kotler et al , stated that a service has four major characteristics that greatly affect the design of marketing programs for it. These characteristics are as following:. Intangibility: A service is intangible and cannot be seen, tasted, felt, heard or smelled before it is bought. For example, a person receiving a haircut cannot see the result before purchase. Inseparability: Services are produced and consumed at the same time. For instance, as it is in car hiring. The person rendering the service becomes part of the service as how he does it affect the quality of the service.
Heterogeneity of Variability: Services are highly variable as they depend on who provides them and when and where they are provided. For examples, although branches of a particular bank may be selling and delivering the same service, the quality may not be uniform or homogenous from branch to branch. Perishability or Fluctuating Demand: Services are highly perishable since they cannot be stored. For example, hours when cashiers are idle at the bank cannot be used to expand service on a busy day when long queues are formed. In the option of Churchill and Peter , service can be classified in several ways. These include the way the service is delivered, the type of organization providing the service and the type of customers they target.
Means of Delivering the Service: this may be equipment based. In other words, services may be delivered primarily by equipment, as in the case of movies theatres and airlines or they may be delivered primarily by people, as in the case of janitorial service and accounting. The means of delivery influence where quality is most at stake in the product mix. For equipment based service, Marketers must be concerned that the equipment is of good enough quality to meet customers need. They must ensure that the employees who keep the equipment operating or come into contact with users are skilled and interested in meeting customer needs. Thus, the quality of computer programming service depends on both the user and the programmers themselves. Type of Providers: This is another way of classifying service and it is in term of the kind of organization providing them.
Service providers may include businesses, government and non-government or not-for-profit making organizations. Business organizations offer goods and services in order to earn a profit. Government organization also provides service; include mass transport, state lotteries and the military. The not-for-profit making organizations also use marketing to help them identify needs and target services build support for causes and solicit contributions. The Purchase Decision for Service: This describe the way in which consumers and organization buyers arrive at their purchasing decision. The wide range of services marketed by profit —making firms is reflected in the following classification by industry:. v Household operations like utilities, house repairs, repairs of equipment in the house, land scalping and household cleaning.
v Recreation and entertainment such as theatres, spectator sports, amusement parks, rental and repairs of equipment used to participate in recreation and entertainment activities. v Medical and other health care including all medical services, dental nursing, hospitalization, optometry, and other health care. v Private education like vocational school, nursery schools and some continuing education programs. v Business and other professional services such as legal, accountancy, and management consulting. v Insurance, banking and other financial services such as personal and business insurance, credit and loan services and investment. Johansson , spelt out that the intangibility of service is typically assumed to make consumers evaluations of quality more difficult than for tangible products.
This views based on the natural hesitation of people to evaluate things they cannot touch. The intangibility of services make them much more subjective product. Quality is a matter of how we feel and of our particular taste. This dependence on subjective feelings means that what is perceived as high quality service may differ between individuals. Ennew, Watkins and Wright , mentions that the need for service quality is driven by customers, employees and a changing business environment. Customers, be the individuals, households or organizations are increasingly aware of alternatives of the financial services on offer, provider organizations and also of rising standard for service.
Consequently, expectations rise and consumers become more critical of quality of service received and so companies can be complacent. Without the focus on service quality, financial service organizations may face complaints from customers. Further, a proportion of dissatisfied customers will complain and tell a number of others, generally it is stated that, if a financial company gives a service to one customer, it gain three, and loses nine when give poor service to one customer, hence it is better to gains three than looing nine, generating adverse word of monthly publicity and some may switch to companies. However, with focus on service quality, an organization can expect a number of benefits.
Customer loyalty through satisfaction increased business and this may lead to attract new customers; hence customer retention is more cost effective than trying to attract new customers. Customer satisfaction lead to increase in opportunities for cross-selling, comprehensive and up to date service knowledge and sales techniques among employee, combined with developing relationships. Customer Satisfaction is to degree at which the product or services rich the standard of the buyer in his or her expectations. It deals with what people called as surprise quotient. This is to extend at which firms give out unexpected technical characteristics or personal service to a customer.
The above definition talks about the degree at which a firms performance or it goods and services rich the standard expectation of the customer requirements. The fact that a service is intangible means that people who supply the service, the process by which it is supplied and the associated physical evidence will be the key factors in creating satisfaction. The heterogeneity features of a services required that considerable emphasis is attach to the service providers and the process to ensure customer satisfaction. The economic competitive, regulatory, social and technological elements generally affect the marketing of goods and services.
However, there are a few special considerations that apply only to service as the following section points out:.
Services Quality and Customer Satisfaction in the Banking Industries,More articles by this author
Webbanking experts on service quality attention of customers have image which urge confidence. Bitner and Hubert () think about service quality as “a customer thinking Web1. To identify the service quality dimensions that are needed to be improved 2. To assess the current status of customer satisfaction 3. To analyze the relationship between Webbetween service quality and customer satisfaction in Islamic banking sector in Pakistan. 2. Examine how the quality of services affects the customer satisfaction. It can be believed Webbetween service quality and customer satisfaction in Islamic banking sector in Pakistan. 2. Examine how the quality of services affects the customer satisfaction. It can be believed Webbanking experts on service quality attention of customers have image which urge confidence. Bitner and Hubert () think about service quality as “a customer thinking WebThe study result shows that service quality directly and indirectly (through mediation of customer satisfaction and customer loyalty) has positive and significant effect on the ... read more
Secondary data was used to ensure completeness of the research work. However, inspite of the bank performance, which is substantially credible, it is yet beset with some problems. These characteristics are as following: Intangibility: A service is intangible and cannot be seen, tasted, felt, heard or smelled before it is bought. These characteristics are as following:. Table two 2 shows the number of males and females who were service questionnaire in various age groups. The relevant research hypotheses are the following: ¨ The better the services, the higher the rate of customer retention for Commercial Bank as the law demand stated. It was out the Ghana Commercial Bank that the Central Bank of Ghana was also established to take care of the printing and issuing of currency to the Ghana Commercial Bank.
v Insurance, banking and other financial services such as personal and business insurance, credit and loan services and investment v Transport including flight and passenger services v Communication as in telephone and computer and copying services. Akin Jolaawo, MBAMScIb. This information can be presented in a form of a pie chart, research paper service quality banks. The above table indicate the number of questionnaire administered and retrieved from management staff, staff, customers and non-customers. Workplace Job Search Careers Interviewing Salary and Compensation Internships Employee Benefits See All. Further, a proportion of dissatisfied customers will complain and tell a number of others, generally it is stated that, if a financial company research paper service quality banks a service to one customer, it gain three, and loses nine when give poor service to one customer, hence it is better to gains three than looing nine, generating adverse word of monthly publicity and some may switch to companies.
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