The purpose of this paper is to explore how the different dimensions of service quality influence customers’ behavioural intentions in the private and public sector banks, that…
Abstract
Purpose
The purpose of this paper is to explore how the different dimensions of service quality influence customers’ behavioural intentions in the private and public sector banks, that is, in class and mass banking, respectively, and the implications for the service provider, consumer, society and consumer policy.
Design/methodology/approach
A contextually modified SERVQUAL instrument was used to capture customers’ perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on customers’ behavioural intentions.
Findings
The study revealed four dimensions of service quality in retail banking, namely, customer-orientedness, reliability, tangibles and convenience and showed that the service quality factor customer-orientedness comprising of the responsiveness and attitude of employees is most important in influencing customers’ behavioural intentions in the case of private sector banks and reliability of the service is most influential in the case of public sector banks.
Research limitations/implications
Future research can focus on “service excellence” being extended beyond assessment of the quality of services, towards evaluation of the quality of life outcomes, to which public organizations contribute, appraisal of the quality of public governance processes and quality of performance in meeting social objectives.
Practical implications
Retail bank managers must realize the importance of employees providing competent, reliable service in the case of public sector banks and their responsiveness and behaviour towards customers in the case of private sector banks, as the keys to foster a culture of service excellence.
Social implications
High-quality financial consumer policy must not only be able to increase customer satisfaction with financial services but also build security and trust in public administration through transparent processes and accountability. In this context, with public agencies being regarded as service providers and citizens as customers, the concept of quality must also visualize public agencies as catalysts of a responsible and active civic society.
Originality/value
This study explores the relationship between service quality and customers’ behavioural intentions in the private and public sector banks by linking both constructs at their dimensional level. It highlights major implications for the service provider, society, consumer and public policy based on the different needs, characteristics and requirements of customers of class and mass banking, that is, private and public sector banks.
Details
Keywords
The purpose of this paper is to address the question of service quality in the higher education sector in the business management area, with the research objective to explore the…
Abstract
Purpose
The purpose of this paper is to address the question of service quality in the higher education sector in the business management area, with the research objective to explore the dimensions of service quality and assess performance of higher educational institutes (HEIs) in business management across customer-perceived service quality dimensions.
Design/methodology/approach
A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality with a sample size of 1,152 customers. Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) was used to holistically evaluate the performance of the HEIs.
Findings
The current research develops a scale for measuring service quality in the area of business management education and reinforces the fact that service quality is a multidimensional construct. It suggests that customers distinguish four dimensions of service quality in the case of the higher education industry in business management. TOPSIS analysis provides an effective framework for ranking competing HEIs holistically in terms of their overall performance with respect to multiple service quality factors.
Research limitations/implications
Continued refinement of the scale for measuring service quality in higher education, proposed in this study, is certainly possible based on further research and trends in higher education.
Practical implications
HEIs are finding themselves in an increasingly integrated competitive market. Consequently they are facing challenges due to the evaluation of the results of the services of education and training that they offer. In competitive environments, student perceptions of quality and their satisfaction level have become very important in order to attract and retain them. Identifying the underlying dimensions of service quality is the first step in the definition and provision of quality service and instilling of a customer-service culture. Having access to how consumers evaluate service quality in the higher educational sector in business management and evaluating the positions of the players in the market on service quality parameters, can help the organization to carry out its mission with more efficiency, aid in strategic planning and contend the initiatives that HEIs managers can take to enhance employees’ skills and attitudes and instill a culture of service excellence.
Originality/value
The contribution of this research has been in terms of its scale development and modeling methodology. A methodological innovation in this research has been in the use of TOPSIS in the field of customer-perceived service quality in higher education.
Details
Keywords
– The purpose of this paper is to explore the influence of the dimensions of service quality on customers’ word-of-mouth (WOM) in the context of the retail banking industry.
Abstract
Purpose
The purpose of this paper is to explore the influence of the dimensions of service quality on customers’ word-of-mouth (WOM) in the context of the retail banking industry.
Design/methodology/approach
A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on WOM.
Findings
The study revealed four dimensions of service quality in retail banking, namely, attitude, competence, tangibles and convenience and showed that the service quality factor attitude is most important in influencing WOM.
Research limitations/implications
Continued refinement of the scale for measuring service quality in retail banking, proposed in this study, is certainly possible based on further research and trends in retail banking. Further research may also incorporate multiple measures of the WOM construct.
Practical implications
Retail bank managers must realise the importance of employees’ attitude towards customers, be sensitive to the intangible aspects of the service, particularly the customer-orientation of its frontline personnel and engender and continuously rejuvenate a customer-oriented culture. This is because, the provision of personalised, courteous service and helpful employees who understand the customers’ needs is the strongest driver for WOM.
Originality/value
This study explores the relationship between service quality and WOM by linking both constructs at their dimensional level. This increases the diagnostics of explaining customers’ propensity for WOM.
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The purpose of this paper is to understand the dimensionality of customer-perceived service quality and investigate the influence of service quality on customers’ purchase…
Abstract
Purpose
The purpose of this paper is to understand the dimensionality of customer-perceived service quality and investigate the influence of service quality on customers’ purchase intentions.
Design/methodology/approach
A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on purchase intentions.
Findings
The results of the study provide strong support for the predictive power of perceived service quality on customers’ purchase intentions and shows that reliability is most important for influencing customers’ purchase intentions, followed by employee behaviour, tangibles and convenience.
Research limitations/implications
Refinement of the scale for measuring service quality in retail banking is possible based on future newer trends in retail banking. Multiple measures of the purchase intentions construct may also be considered in future research.
Practical implications
Retail bank managers must realise the importance of reliability as the strongest driver for purchase intentions. Performing the service dependably and accurately is the heart of service marketing excellence. When a company performs a service carelessly, when it makes avoidable mistakes, it shakes customers’ confidence in its capabilities and undermines its chances of earning a reputation for service excellence.
Originality/value
The study explores the relationship between service quality and purchase intentions by linking both constructs at their dimensional level. This increases the diagnostics of explaining customers’ purchase intentions.
Details
Keywords
Ritesh J. Patel and Aaliyah Siddiqui
The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future…
Abstract
Purpose
The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail.
Design/methodology/approach
The authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis.
Findings
The SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed.
Research limitations/implications
This study has implications for bank managers, academicians and future researchers.
Originality/value
This study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.