Perceived service quality in Ethiopian retail banks

Mersha, Tigineh; Sriram, Ven; Yeshanew, Haile; Gebre, Yonatan

doi:10.1002/tie.21483

Cited by 12 publications

(10 citation statements)

References 23 publications

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“…Visibility is considered as firm's representatives, physical facilities, materials and equipment as well as communication materials. This dimension related to the reality of products and services (Mersha et al, 2012). It is related to tangible proof of physical components, depictions, properties, amenities and ingredients of the service firm (Othman & Owen, 2001).…”

Section: Visibilitymentioning

confidence: 99%

Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

Bala¹,

Jahan²,

Amin³

et al. 2021

OJBM

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The aim of this study is to capture the impact of different dimensions of services of mobile banking on customer satisfaction for the mobile banking users for rural areas of Bangladesh during the COVID-19 pandemic times. The study also finds out the affiliation between the customer satisfaction and loyalty of different types of mobile banking users during the pandemic times. The researchers designed a self-complete questionnaire that was used for data collection and received 180 questionnaires out of 250 questionnaires. This research conducted on the rural people in Bangladesh who are availing the service of mobile banking during the pandemic situation and for this reason, the results may not applicable to other times as well as other areas. The finding of the study indicated that reliability, responsiveness and efficiency dimensions of mobile banking service have significant influence on customer satisfaction during the COVID-19 lockdown times.

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Section: Visibilitymentioning

confidence: 99%

Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

Bala¹,

Jahan²,

Amin³

et al. 2021

OJBM

View full text Add to dashboard Cite

show abstract

“…Research has demonstrated that service quality is positively related to customer satisfaction (Gera, 2011), customer loyalty (Siddiqi, 2011), financial performance (Agathee, 2010;Jain and Gupta, 2004) and competitive advantage (Wang et al, 2003;Kelley et al, 2002). This makes the subject of service quality an important area of business research (Mersha et al, 2012;Kumar et al, 2009), and prompted Sangeetha and Mahalingam (2011) to conclude that service quality has been at the fore front of academic and practitioner research in services marketing.…”

Section: Introductionmentioning

confidence: 99%

“…Service quality in retail banking has been well researched and an over flogged research area (Mersha et al, 2012;Abdullah et al, 2011;Aldlaigan and Buttle, 2002). A search through the literature reveals that various models and scales have emerged in the literature on the subject.…”

Section: Introductionmentioning

confidence: 99%

“…A search through the literature reveals that various models and scales have emerged in the literature on the subject. These include the well-known SERVQUAL model (Parasuraman et al, 1988;Mersha et al, 2012;Kumar et al, 2009), the BSQ model (Bahia and Nantel, 2000;Abdullah et al, 2011) and the SYSTRAC-SQ model (Aldlaigan and Buttle, 2002). Recently, this stream of research has even been extended to include retail bank hybrid services (Ganguli and Roy, 2010) and electronic platforms (Narteh, 2013a;Katono, 2011).…”

Section: Introductionmentioning

confidence: 99%

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Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

Narteh

2018

IJBM

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Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

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“…Raithel et al (2012) have also argued that high levels of quality reduce customers' perceived risk and result in increased profits and sales. Successful service firms practice continuous quality improvement (Mersha et al, 2012).…”

Section: Literature Reviewmentioning

confidence: 99%

Retail service quality in India: construct exploration and measure development

Verma

Duggal

2015

South Asian Journal of Global Business Research

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Purpose – Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct of retail service quality in the Indian context, and identifies quality components as a precursor to developing a quality measure. Design/methodology/approach – Initially, the construct comprehension was done using exploratory research involving customer depth probes and juxtaposing it with the available literature. After defining the broad contours of retail service quality and surface considerations, the study attempted to discover retail service quality dimensions by factor analyzing the collected data. Findings – It was found that retail service quality construct is composed of seven critical dimensions – ambience and layout, salespeople, merchandise, convenience, services, prices and customer care. Research limitations/implications – The specific quality component structure found in this study highlights the need for managers to prioritise their retail operation and marketing efforts in sync with the uncovered quality dimensions. Originality/value – This paper explored the quality phenomenon in the Indian retail context using a bottom-up approach. This paper provides the much-needed insights to firms that are entering the Indian market on what the quality means and the components it is made up of.

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Perceived service quality in Ethiopian retail banks

Cited by 12 publications

References 23 publications

Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

Retail service quality in India: construct exploration and measure development

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