Service quality dimensions and customer satisfaction: empirical evidence from retail banking sector in Oman

Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth

“…There is overwhelming literature support available concerning service quality and customer satisfaction of financial services (Al-Salem & Mostafa, 2019;Avkiran, 1994;Bakar et al, 2019;Bolton & Drew, 1991;Cadotte et al, 1987;Devesh, 2019;Levesque & McDougall, 1996;Pakurár et al, 2019;Suciptawati et al, 2019;Vencataya et al, 2019). It has been frequently debated that customer satisfaction is increased because of high perceived service quality (Gounaris et al, 2003;Parasuraman et al, 1988), which defines the strong relationship between the two.…”

“…It has been frequently debated that customer satisfaction is increased because of high perceived service quality (Gounaris et al, 2003;Parasuraman et al, 1988), which defines the strong relationship between the two. Moreover, the literature also debates that the two concepts are conceptually distinct from each other, however, at the same time are closely related; where in the case of higher service quality, customer satisfaction also increases (Devesh, 2019;Pakurár et al, 2019;Parasuraman et al, 1988). Following the same direction, numerous studies have identified and tested the significant positive relationship between the two, specifically in the financial institutions (Bakar et al, 2019;Razak et al, 2007;Sulistiyawan et al, 2019).…”

“…Following the same direction, numerous studies have identified and tested the significant positive relationship between the two, specifically in the financial institutions (Bakar et al, 2019;Razak et al, 2007;Sulistiyawan et al, 2019). It is therefore suggested by many that to enhance customer satisfaction, the financial institutions should focus on providing better service quality (Devesh, 2019;Sivesan, 2019). Targeting service quality will not only provide long-term benefits to the business but will also provide a competitive advantage (Wang et al, 2003).…”

“…Sivesan (2019) investigated the relationship between the two in the specific context of insurance companies. There have been numerous studies conducted on the service quality and customer satisfaction of banking customers, proving it to be a strong relation (Devesh, 2019;Endara et al, 2019;Li et al, 2021;Pakurár et al, 2019;Razak et al, 2007). Ramanathan et al (2018) compared the customers of leasing contracts in public and private sectors and suggested responsiveness and assurance be the most important dimensions ensuring an indirect relationship with customer satisfaction.…”

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

“…A rising interest in service quality has been spurred on by the increase of competitive pressures in service businesses and expected benefits of service quality improvement. A number of studies have supported the antecedent role of service quality to customer satisfaction (Rajaguru, Hassanli, 2018;Ananda & Sonal, 2019;Zhang et al, 2019). Satisfied customers are praised for higher probability to return to the same company, recommend the company to significant others and spread positive word-of-mouth.…”