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Service quality and customer satisfaction literature review - Service Quality, Relationship Quality and Customer Loyalty Case Study Banking Industry in Iran


The view must be extremely beautiful and substantial. The validity and reliability analyses were first conducted based on the procedures established by Hair, Anderson, Tatham and Black 1998, and Nunally and Berstein 1994.


Cronin and T aylor 1992 developed SER VPERF to compare with SER VQUAL. 53 Lai Sheng-Qiang and Tang Xue-Mei, The Influence of E- service Quality on Consumer s Satisfaction and WOM, Second International Conference on MultiMedia and Technology, IEEE, pp.

The purpose of this paper to show the relationship of service quality, and image on customer loyalty in Malaysian commercial banking industry and to test the conceptual research model that connect, service quality, customer satisfaction, image to customer loyalty. A number of researchers have provided lists of quality determinants, but the best known determinants emanate from Parasuraman et al, 1985 from a focus group findings, who found ten dimensions of service quality, namely, tangibles, reliability, competence, courtesy, credibility, security, access communication and understanding the customer.


8 Frequency of Serving in Peacekeeping First Time 93.


International Journal of Business Management, 4 2, 71-79.

Jabnoun N and Khalifa A 2005, A Customized Measure of Service Quality in the UAE, Managing Service Quality, V ol.

The same applies for the restaurants inside the hotel where the best and the freshest ingredients are selected for the cuisine. The finding had also supported studies by Bitner 1990, Mey et al. Bit ner M J and Hubb ert A R 1994, En coun te r Sat isfa ctio n ver sus Overal l Satisfaction versus Service Quality The Consumer s V oice, in R T Rust and R L Oliver Eds. Secondly, to examine the relationship between responsiveness and customer satisfaction. Totally believed with services provided by HQ Reliability 4.

Loyalty during this period is a matter repeated events of encouraging affect in respect to the services.

The contribution of the study would broadly be two fold namely quality service and satisfaction of customers in banks across various countries. Fourthly, assurance was usually referred to as credibility, competence and security in delivering services Juwaheer Ross, 2003 Osman Sentosa, 2013 Raza et al. In the guest rooms, according to GM 1, luxury includes having the best linens, a pillow made of pure cotton and carefully chosen bathroom amenities.

At the same time, the researchers wrote memos, such as short phrases, ideas or keys words, in the margins to facilitate later analysis. In interviews, the researcher is free to ask follow-up questions and explore, even though the interviewer comes prepared with a list of topics or questions. When a customer trusts an organization, he or she has the confidence in service quality and product quality of the organization. 1985, bank image 3 items and customer satisfaction 3 items. In addition, they stated that service quality is the gap between customers expectation service and their perception after service experience. Luxury The managers generally agreed that feelings about luxury are the result of experiences, and how they match or differ from expectations and from the everyday lives of the guests., Enhancing Kn owledg e Development in Marketing, pp. 1992, Measuring service quality a reexamination and extension, Journal of Marketing, Vol. Even though the nature of the relationship was significant, little was known about the role of service quality as an important predicting variable in the workplace quality research literature Raza et al.

Empathy and tangible dimensions demonstrates the highest positive correlation and least positive correlation respectively towards customer satisfaction. Therefore, long-term retention of employees is beneficial for the satisfaction of guests. Finally, reliability correlated with customer satisfaction 0. Reference 56 in their study on customers in Bangladesh have found that customer satisfaction is significantly and positively related to customer.


So, banks sho uld mainta in th e level of service s by proper allocation of resources to meet customer requirements. Second, customer satisfaction had three items that were modified from service quality related customer satisfaction Bitner, 1990 Eggert Ulaga, 2002 Ouyung, 20 10 M e y et al.


2011, Intrinsic motivations, self-esteem, and luxury goods consumption, Journal of Retailing and Consumer Services, Vol. The increase in customer s perceptions of service quality will influence aspects of relationship quality such as satisfaction and trust 32. However, some argue that measuring service quality using SERVQUAL, which is based on or gaps, is inappropriate and suggest that SERVPERE, which is measurement, is a better method 28. It does this through comprehensive understanding of current and potential customers, made possible by modern database technology dividing the constituents into logical segments possessing common interests and communicating with them interactively in ways that are highly relevant to their interests. Statistical Hypothesis H1 satisfaction has positive effect on customer loyalty. 1996, How business travellers discriminate between mid-priced and luxury hotels, Journal of Hospitality and Leisure Marketing, Vol. International Journal of Business and Management 5 117-124.


Reference 6 have found the same finding in their study on Iran customers.


Customers of foreign bank experienced most excellent service quality contrary to the customers of nationalized bank in Pakistan.

Most of the findings showed the strong statistical evidence that service quality has a great influence where it positively and significantly correlated with customer loyalty. We are trying to get our people to talk with the guests. Moreover, interviewees affirmed that people experience satisfaction when the services meet their expectations. Luxury The value attached to luxury is crucial in any society, but feelings about luxury differ from person to person.


A third of service quality includes interaction quality, physical environment quality, and outcome quality 29.


However, the customer satisfactions vary according to the nature of service. An examination of in the coefficients table showed that the tolerance values for the relationship between the independent variable i.

To achieve this we could use technologies to help the organization. However, it should be noted that some of the independent and mediating variable are overlapped. N elso n N O 2006, A Str uct ural Eq uat ion M odel ing of t he Antece dent s of Relationship Quality in the Malaysia Banking Sector, J. Service Quality and Customer Satisfaction with Banks situated in Foreign Countries A Review of Literature The literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers.

The variables of demographics asked are the respondents gender, age, status, place of origin, race, occupation, annual income, and education background.

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