Service Quality, Customer Satisfaction and Customer Loyalty: An Empirical Study on Banks in India

Rabbani, Mustafa Raza; Qadri, Faran Ahmad; Ishfaq, Mohammed

doi:10.21015/vtess.v11i2.427

Cited by 12 publications

(8 citation statements)

References 16 publications

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“…These results show the strong influence of satisfaction and loyalty of banking customers (H2 accepted). The study is consistent with research that proved the satisfaction is a critical factor for customer loyalty [24][25][26]. The results of the coefficient of determination presented in Table 4 show that R2 has a value of 0.452, which means that customer loyalty can be explained by CRM variables consisting of commitment, communication, and conflict handling by 45.2% while the remaining 54, 8% is influenced by other factors.…”

Section: Advances In Social Science Education and Humanities Researcsupporting

confidence: 88%

The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia

Saputra¹

2019

Proceedings of the International Symposium on Social Sciences, Education, and Humanities (ISSEH 2018)

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This study examines the effect of Customer Relationship Management (CRM) on banking customer loyalty in Batam city of Indonesia through customer satisfaction as a mediating variable. The respondents of this study are the customers of commercial banking in Batam collected by using purposive sampling method. This study took 500 respondents as sample those are registered as customers at 155 commercial bank offices based on data from Indonesia Central Bank in 2016. The model developed aims to measure customer loyalty through the implementation of customer relationship management (CRM) strategy of banking services industry in Batam. The result of this study indicate that CRM has a positive impact on loyalty through satisfaction as a mediating variable. The conclusion of customer loyalty research could be recommended for bank management in implementing the proper CRM strategy and maintaining the longtime relationship with the prime customers.

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Section: Advances In Social Science Education and Humanities Researcsupporting

confidence: 88%

The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia

Saputra¹

2019

Proceedings of the International Symposium on Social Sciences, Education, and Humanities (ISSEH 2018)

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“…Zeithaml et al (1996) argue that service quality has significant implications for financial gains or losses. Our argument is also in line with the findings of Zhang et al (2019) and Zeithaml et al (1996), who claim that identifying quality gaps and closing them enhances consumers' satisfaction and profitability, as also claimed by Grönroos (1983), Lassar et al (2000) and Rabbani et al (2016).…”

Section: Parasuramansupporting

confidence: 91%

Quality Determination of the Saudi Retail Banking System and the Challenges of Vision 2030

Ishfaq

Hajieh

Alharthi

2020

IJFS

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Vision 2030 of the Kingdom of Saudi Arabia (KSA) requires numerous national and multinational organizations to re-engineer themselves to achieve the required targets for the upturn of the Saudi economy. In this respect, the quality of indigenous goods and services has been the biggest challenge to satisfy consumers of Saudi businesses. The banking and finance sector, specifically, has a great deal of responsibility to put in place a strong financial system that is capable of attracting capital from both local and foreign investors. SERVQUAL, with the five conventional dimensions—tangibility, reliability, responsiveness, assurance and empathy—offers a great deal of flexibility in modifying the model to the specific requirements of a service in carrying out gap analysis. In this context, we have applied SERVQUAL by adding two new dimensions—functional and technical—to the conventional five dimensions. We applied SERVQUAL using a “performance-only approach” to identify quality gaps present in the services of national and multinational banks. Our analysis shows that gaps exist in the service quality—both in national and multinational banking systems. We therefore present weighted gap scores to assist service managers in setting up priorities to improve the quality of their services. This study suggests that there is much to be done to improve retail banking quality and gain customers’ confidence, both from within and outside the KSA.

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“…It can be best utilized to help people stuck in lockdown and the people who have lost their business and belongings during COVID-19. Islamic banks and financial institutions can be assigned the sadaqa distribution respon-sibility to bring more efficiency and transparency [ 116 , 117 ].…”

Section: Resultsmentioning

confidence: 99%

The Response of Islamic Financial Service to the COVID-19 Pandemic: The Open Social Innovation of the Financial System

Rabbani

Ali

Rahiman

et al. 2021

Journal of Open Innovation: Technology, Market, and Complexity

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Novel Coronavirus, also known as COVID-19, is a health emergency that is having an ever-growing impact on the global economy. COVID-19 has caused economic disruption at an unprecedented speed and scale. The economic costs it will bring to society can only be measured in times to come. Millions of people across the globe have already become unemployed, and similarly, millions of businesses have either shut down or are on the verge of collapse. It is a great challenge for policymakers to minimize the economic impact of COVID-19 and put the economy on a growth trajectory once again. Unfortunately, there is so far no country in the world that can be viewed as a role model for its economic response to the COVID-19 pandemic. The present study proposes Islamic finance as a potential tool to help affected economies safely pass through the economic crisis resulting from the pandemic. This study identifies a four-stage COVID-19 model and proposes ten innovative Islamic financial services for each stage of the pandemic. In addition, it analyzes how these services can be effectively utilized at different stages to overcome the economic damage caused by the pandemic.

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Service Quality, Customer Satisfaction and Customer Loyalty: An Empirical Study on Banks in India

Cited by 12 publications

References 16 publications

The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia

The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia

Quality Determination of the Saudi Retail Banking System and the Challenges of Vision 2030

The Response of Islamic Financial Service to the COVID-19 Pandemic: The Open Social Innovation of the Financial System

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