Service Quality Measurement at Brand Factory: An Empirical Study

Monica, M; Ramanaiah, G

doi:10.1177/0258042x17749650

Cited by 8 publications

(4 citation statements)

References 12 publications

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“…Among different models, the SERVQUAL model is dominant, fit and widely accepted model for evaluating service quality in the service industry (Lam & Woo, 1997;Morrison Coulthard, 2004). All over the world in different industries, both the academicians as well as the industry practitioners use SERVQUAL scale for measuring the operational efficiency and effectiveness especially in the service sector (Lam & Woo, 1997;Monica & Ramanaiah, 2018). In 1980s, Parasuraman et al (1985) developed t h e SERVQUAL model and methodology which is used to achieve maximum expectations and perceptions score (Monica & Ramanaiah, 2018;Morrison Coulthard, 2004).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model

Khan

Lima

Mahmud

2018

Global Business Review

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This article aims to understand the association between service quality and customer satisfaction to use mobile banking through structural equation model, because, Bangladesh is one of the fastest increasing mobile banking service providers in the world. A structured survey questionnaire was prepared to collect data from participants in Bangladesh. A convenience sampling method was used to select potential participants in this study. Out of the distributed questionnaires, 240, completed and usable, were selected for the analysis which employed partial least squares structural equation modeling (PLS-SEM). The results showed that there are positive and significant effects of all constructs of service quality, namely, tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction for using mobile banking. Particularly, the responsiveness has a strong impact ( β = 0.3165) on customer satisfaction. Furthermore, the tangibility has identified as less significant factor ( β = 0.0770) on customer satisfaction. Findings also indicate that mobile banking service providers should concentrate on all dimensions of service quality, with special focus on responsiveness and reliability for improving their customer satisfaction. This study has several implications for researchers, banking authority, policymakers and financial agencies when rendering services to end users and customers of mobile banking. Furthermore, this implication also helps banks to understand and develop strategies as well as policies to improve the services of mobile banking of Bangladesh.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model

Khan

Lima

Mahmud

2018

Global Business Review

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“…The results of the study indicate that service performance does not provide satisfaction to customers. Monica & Ramanaiah (2018), the results of the study showed that actual service (perception) had no significant effect on customer expectations.…”

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confidence: 78%

The Influence of Human Capital on Smart City Implementation and Service Performance of the Makassar City Government

Basir¹,

Brasit²,

Hamid³

et al. 2020

IJAR

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The aims of study are analyze and describe the effect of human capital on the smart city implementation and service performance. To collect data using questionnaires and interviews with 153 respondents, while the analyzed data are 51 respondents. The sampling technique is purposive sampling. Data were analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique using the SmartPLS program. The results showed that human capital has a direct, positive and significant effect on the smart city implementation and service performance (SERVPERF). The smart city implementation has a direct, positive and significant effect on service performance (SERVPERF). Human capital has a positive and significant effect on service performance (SERVPERF) through the smart cityimplementation.

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“…These five dimensions are defined to measure the quality of service based on the customer's expectation of service provided. This led to the development of SERVQUAL, a method used to measure service quality using the five dimensions mentioned above (Monica, 2018;Wilson, 2018).…”

Section: Introductionmentioning

confidence: 99%

A quantitative analysis of student’s satisfaction

Alwattar

2022

IJIRE

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The goal of this study is to scale the level of students’ satisfaction by services provided by Girne American University located in the North Cyprus region, mainly focused on the education quality along with other services provided by the university. Quantitative research was conducted to measure the students’ satisfaction. A questionnaire sample was distributed to more than 50 students. However, only 50 usable samples were used in the study. The questionnaire was based mainly on four aspects: general aspects of Girne American University, educational resources, instructors and advisors, and teaching methods. The analysis is made over the four main aspects stated above. Students' opinions about services provided by the university were somewhat convergent. Results showed that students are greatly satisfied with the quality level of education and not satisfied with the general services provided by Girne American University. The University may use the surveys’ outcomes to work on enhancing services that didn’t meet students’ expectations. Keywords: Education; satisfaction; student; quality.

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Service Quality Measurement at Brand Factory: An Empirical Study

Cited by 8 publications

References 12 publications

Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model

Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model

The Influence of Human Capital on Smart City Implementation and Service Performance of the Makassar City Government

A quantitative analysis of student’s satisfaction

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