Relationships between service quality and behavioral outcomes

Yavaş, Uğur; Benkenstein, Martin; Stuhldreier, Uwe

doi:10.1108/02652320410521737

Cited by 152 publications

(128 citation statements)

References 29 publications

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“…Specific attributes of ATM banking were adopted from empirical researches; Al Hawari et al (2006), Athanassopoulos (2000), Davies et al (1996), Howcroft (1991), Joseph and Stone (2003), Moutinho and Brownlie (1989), Patricio et al (2003), and Yavas et al (2004). 25 ATM banking attributes in total were adopted from empirical studies and were categorized into the five service quality dimensions of tangibles, reliability, responsiveness, assurance and empathy (Parasuraman, et al, 1988).…”

Section: Research Modelmentioning

confidence: 99%

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Mwatsika¹

2016

IJBER

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Automated teller machine banking has become a significant channel for banking products and services behind branch banking in Malawi and banks continue to invest in new and efficient technologies that can handle more functions that include cash depositing to attract more customers and achieve customer satisfaction with the banks. 353 respondents participated in this study to assess the impact of Automated teller machine banking performance on customer satisfaction with banks. The study adopted a performance only approach to measuring customer satisfaction. A self administered questionnaire containing multi-dimension and multi-attribute Likert measurement scales was used where respondents rated the performance only and their satisfaction with Automated teller machine banking and satisfaction with their respective banks. Using SPSS, regression analysis of satisfaction with Automated teller machine banking performance and satisfaction with the bank was conducted and the results indicate that performance of automated teller machine banking has 40 percent predictive capability of customer satisfaction with the bank. The study further found that despite influencing customer satisfaction with the bank, Automated teller machine banking has no capability to attract customers to switch banks. Therefore banks could improve their customer satisfaction ratings through improvements in Automated teller machine banking services but where the banks wish to attract customers from rivals, alternative marketing strategies should be sought.

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Section: Research Modelmentioning

confidence: 99%

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Mwatsika¹

2016

IJBER

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“…So customer satisfaction and service quality is the core heart of the industry of banking. In the consideration of a successful banking business rely on the strongly related impact of perception and the expectation of the customers [2,3]. Testing the market oriented customer expectations, scheming a system for service delivery that can satisfy the needs of customers and improve the level of performance is an imperative objective for banks to attain and retain the quality of being competitive [4].…”

Section: Introductionmentioning

confidence: 99%

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Shabbir¹,

Rehma²

2016

Int J Econ Manag Sci

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“…By implication, positive word of mouth, reached by high service quality and customer satisfaction, can be used as powerful marketing tool. Yavas et al (2004) concluded that service quality is of key importance for customer satisfaction and the desired behavioural outcome such as word of mouth, recommending and switching. However, they qualified the statement considering that different aspects of service quality and different costumer characteristics can lead to different outcome.…”

Section: Servqual Model and Its Role In Measuring Service Quality In mentioning

confidence: 99%

“…It is often used to assess the service quality in traditional service industries like hospitality and catering (Lee and Hing, 1995) but also in other industries like consumer retail environment, accounting firms, real estate, hospitals and travel agencies. The model, based on Grönroos (1984) model of technical and functional service quality, consists of service system, behavioural service, service transactional accuracy and machine service as dimensions of service quality measurement (Yavas et al, 2004).…”

Section: Servqual Model and Its Role In Measuring Service Quality In mentioning

confidence: 99%

A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

Ramanathan

Win

Wien³

2018

BIJ

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Purpose -The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. We take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values. Design/methodology/approach -We use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22 item scale of the SERVQUAL approach. Samples are selected based on convenience sampling. Findings -We found differences in the levels of inflence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that 'assurance' from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes). Originality/Value -We recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. We contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. We further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. We found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

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Relationships between service quality and behavioral outcomes

Cited by 152 publications

References 29 publications

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

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