Service quality and customer satisfaction in the banking sector

Hayat Muhammad Awan · Syed Khuram Shahzad · Anam Iqbal

112 citations0/0 files storedJournal of Islamic marketing

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Customer Service Quality and Loyalty Islamic Finance and Banking Studies Consumer Behavior and Marketing Influence

Abstract

Purpose The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the industry and service context under study. In addition, the study examines the differences in service quality satisfaction and its impact on the behavioral intentions of customers. Design/methodology/approach A field survey carried out with the help of a questionnaire constructed by using a modified SERVQUAL scale. Data were collected from 200 walk‐in customers conveniently drawn from three major conventional banks and three Islamic banks located in urban areas of Pakistan. Data were analyzed using the analytical hierarchy process to identify service quality and customer satisfaction‐related factors for Islamic and conventional banks. Findings By using factor analysis, 52 measurement items with a factor loading greater than (0.5) were identified to form five service quality dimensions namely empathy, service architecture, convenience service encounter, employee service criteria, customer focus and five customer satisfaction dimensions: responsiveness, competency, safe transaction, competitive services, knowledge for the overall banking industry explained 56 percent of the variance. Results from regression analysis of the relationship between multidimensional service quality dimensions and unidimensional customer satisfaction factors also validated the importance of service quality aspects for behavioral intentions (satisfaction, feelings) for customers from conventional banks and Islamic banks. Originality/value This study has practical significance for conventional and Islamic banking policy makers for understanding the behavioral intentions of their customers and using them for effectively positioning the service quality of their banks.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 2010Satisfaction: a behavioral perspective on the consumer 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1982An Investigation into the Determinants of Customer Satisfaction

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2015APPLICATION OF MULTIPLE-CRITERIA DECISION-MAKING TECHNIQUES AND APPROACHES TO EVALUATING OF SERVICE QUALITY: A SYSTEMATIC REVIEW OF THE LITERATURE 2020Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector 2017Elucidating perceived overall service quality in retail banking 2015The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City, Jordan 2020

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