Analiza elemenata kvaliteta usluga u korporativnom bankarstvu

Marinković, Veljko; Senić, Vladimir

doi:10.5937/ekonhor1201013m

Cited by 9 publications

(7 citation statements)

References 30 publications

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“…Younger consumers consider the lack of face-toface contact to be less important, in comparison to older clients. On the other hand, a lower degree of face-to-face contact that is typical for the electronic banking field is the basis for maintaining strong relationships with clients (Marinković, Obradović, 2012). Howcroft et al (2002) conducted a research which also found that the level of education does not affect the use of electronic banking.…”

Section: Demographic Profile Of Users Of Electronic Bankingmentioning

confidence: 99%

“…Accordingly (Garvin, 1984), concludes that quality lies in the eye of the beholder. Specifically, the elements that include habits, attitudes, experiences, value set or social class of an individual are just some of the factors that determine the manner in which a person can perceive quality (Marinković, Senić, 2012).…”

Section: Quality Of Servicesmentioning

confidence: 99%

“…Institutional reforms, expansion of the portfolio of banking products and services, globalisation of banking activities are just a few examples of changes the banking sector has been facing lately (Marinković, Obradović, 2012). In addition to these changes, a major impact on bank operations is achieved through new trends in client behaviour.…”

Section: Introductionmentioning

confidence: 99%

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Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016

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Under the conditions of increased competition, imperatives for banking institutions are focusing on the provision of better quality services, meeting the needs of clients and adjusting to their specific demands, as these are the conditions for achieving satisfaction. Satisfaction has a consequent effect on the realisation of communication, but also economic business goals of market players. In accordance with these facts, the significance of measuring the quality of services needs to be pointed out. In recent years, the tendency of increase in the number of bank clients who use electronic banking services has been perceived in the Republic of Serbia. Advantages of this modern service are numerous, and the ones that stand out among them are saving time, more favourable price, comfortable and fast transaction execution. The purpose of this paper is to examine the satisfaction of clients in relation to electronic banking services, i.e. to come to a conclusion which elements of service quality have an impact on satisfaction, as well as to assess the intensity of such impact. In order to obtain the necessary information, we have used the measures of descriptive statistical analysis, reliability analysis, correlation and regression analysis. The data have been collected using the survey method and the questionnaire distributed to respondents for the purpose of specific research has been created on the basis of previous research in the quality of service field. The results have shown that three dimensions of modified SERVQUAL model (security, ease of use and responsibility) have a statistically significant impact on Unauthenticated Download Date | 5/13/18 8:06 AM 302Gašević, Vranješ,Drinić/Economic themes, 54(2): 301-321 satisfaction, while other factors (reliability, empathy and website content) have, in their joint effect, indicated a non-significant impact on satisfaction. The contribution of this paper is reflected in the fact that the identification of factors (reliability, empathy, website content) that have not achieved a significant impact in their joint effect on the satisfaction of clients with electronic banking can be a signal for the management of financial institutions to take action in order to reduce the perceived risk, maintain trust, provide training and development of employees, modernize website appearance.

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Section: Demographic Profile Of Users Of Electronic Bankingmentioning

confidence: 99%

Section: Quality Of Servicesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016

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“…Parasuraman et al (1985) observe the service quality from the customer's point of view, and compare their expectations with the perception of delivered service. The quality service represents one of the most important ‗triggers' of customer's loyalty and generates wide scope of interests among researchers and practitioners (Marinković & Senić, 2012).…”

Section: Review Of Literature 21 Tourism Multiplier Effect As Exempmentioning

confidence: 99%

Service quality and customer satisfaction in the hotel industry in Serbia

Vujić¹,

Đorđević²,

Lakićević³

2019

Menadž u hotelijerstvu i turiz

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The significance of quality measurement and the value of components of a hotel service offer can be observed in the connection with the clients' satisfaction. The goal of this paper is to measure the level of satisfaction with the quality of hotel service, i.e. to identify the possibilities for establishing and development of long-term relations with the hotel's clients. Happy guests show a larger degree of satisfaction and loyalty and they visit the hotel again, recommend it to their friends, which affects the hotel's profits, and the development of tourism as a whole. The research was conducted in eight hotels in Serbia. Primary data were obtained by using survey method and 87 respondents, all of which were the guests of the hotels. The respondents expressed their claims on 7 points of Likert scale. The data analysis was conducted by applying the statistical program IBM SPSS (Statistical Package for the Social Sciences SPSS 20).

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“…Research of Zelenović et al (2017) showed that clients expect much more from banks in terms of service quality compared to the quality that is provided to them, which points to the need for further research to determine whether and in which segments there is a lack of fulfillment of client expectations and the possibility of improving the service quality which banks are providing. Also, Marinković and Senić (2012) state that it would be desirable to examine the influence of the service supply factors of banks on customer loyalty. According to the author's knowledge, the researches that deal with the analysis of the effects of banking services quality dimensions on clients' satisfaction and loyalty in Serbia are very rare, and taking into account this fact, as well as the previously noted findings, research gap that needs to be supplemented with new knowledge has been identified.…”

Section: Introductionmentioning

confidence: 99%

Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model

Lazarević

Veselinović

2019

Economic Themes

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The economic crisis and the emergence of an increasing number of competitors in the banking sector have led to the need for banks to better understand their clients and to work more closely together with them. The basis of survival and profitable business of banks is the achievement of high quality offer that is the asset for developing long-term relationships. The aim of the paper is to determine the effects of the banking services quality dimensions on satisfaction and loyalty of clients using modified SERVQUAL model. The main research question is to examine which dimensions of banking services quality have an effect on the satisfaction and loyalty of clients, what is the nature and the intensity of this impact. For the purpose of measuring clients’ attitudes regarding banking services quality, the survey method, questionnaire technique was applied. The questionnaire was distributed to clients of banks operating in the territory of Kragujevac, Central Serbia, in the period from September to October, 2018. Simple random sample technique for sampling was applied. The analysis was conducted by processing the primary data in statistical software SPSS where several statistical analyses were conducted. Based on multiple regression analysis, it came to the result that the strongest influence on clients’ satisfaction has variable empathy and the weakest variable tangibility, while variable reliability has no influence. On the other hand, clients’ loyalty is most strongly influenced by variable responsiveness while the weakest influence, as well as on satisfaction, has variable tangibility. The paper points to the significance of improving banking services quality in order to achieve higher level of satisfaction and long-term clients’ loyalty, which is particularly important when it comes to dimensions that have weak or no influence on the observed aspects of consumer behaviour.

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Analiza elemenata kvaliteta usluga u korporativnom bankarstvu

Cited by 9 publications

References 30 publications

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Service quality and customer satisfaction in the hotel industry in Serbia

Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model

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