Tertiary Students’ Assessment of Service Quality in the Malaysian Banking Industry: An Importance-Performance Analysis

Mokhlis, Safiek; Hasan, Zuha Rosufila Abu; Yaakop, Azizul Yadi

doi:10.5901/mjss.2014.v5n1p361

Cited by 6 publications

(7 citation statements)

References 42 publications

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“…This is partially in a line with the research conducted by Ozretić-Došen and Žižak (2015) in which assurance was also perceived as a significant service quality dimension. In addition, in the study by Mokhlis et al (2014) assurance had the highest importance score when it comes to banking service quality dimensions assessed by students. However, opposite to these studies, where reliability was perceived as an important dimension, in our research it had the lowest contribution.…”

Section: Discussionmentioning

confidence: 88%

“…Banking service quality perceived by students has been investigated in a number of studies. In some of them, it was assessed on the basis of a SERVQUAL approach (Bond & Hsu, 2011;Ozretic-Dosen & Zizak, 2015;Bhengu & Naidoo, 2016;Mokhlis, Hasan & Yaakop, 2014). Bhengu and Naidoo (2016) tested banking service quality (assurance, empathy, reliability, responsiveness, and tangibles) perceived by MBA students in South Africa.…”

Section: Banking Service Quality Perceived By Studentsmentioning

confidence: 99%

“…Hereby, it should be mentioned that obtained gaps were weighted in relation to the significance of service quality dimensions evaluated by students; the most significant dimension was reliability, followed by assurance, responsiveness, empathy and tangibles as the least significant. Mokhlis et al (2014) examined students' assessment of bank service quality the in Malaysian banking industry. The importanceperformance analysis (IPA) was used for evaluating five bank service dimensions.…”

Section: Banking Service Quality Perceived By Studentsmentioning

confidence: 99%

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Banking service quality perceived by students: Implications to green services

Đokić¹,

Milićević²,

Kalaš³

et al. 2022

Strategic Management

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Background: The paper examines banking service quality perceived by students as a basis for determining implications for green services. The focus was on this market segment bearing in mind its potential effects on banks' long-term profitability and students' acquaintance with environmental issues. The attention was dedicated to the green banking concept taking into account the role which banks have in creating an eco-friendly society. Purpose: The aim of the research refers to identifying banking service quality aspects that are important for students. Later, those can be used as a starting point in determining actions regarding green services in the case of the student population. Study design/methodology/approach: The quality of a bank service was modeled as a hierarchical reflective-formative construct, because of which the SmartPLS software was applied. Five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, and tangibles) were specified as lower-order reflective constructs which form the higher-order formative construct (banking service quality). After testing the model, separately for reflective and formative constructs, path coefficients were presented. Finding/conclusions: The results have shown that responsiveness and assurance represent dimensions that have the largest contribution to banking service quality, i.e. the highest path coefficients to higher-order construct. In accordance with those findings, certain implications concerning green services were given. Limitations/future research: The omission of certain variables that may be related to banking services represents the limitation of this study; hereby, in future researches, some socio-demographic characteristics (such as gender, household income, etc.) could be included in the analysis.

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Section: Discussionmentioning

confidence: 88%

Section: Banking Service Quality Perceived By Studentsmentioning

confidence: 99%

Section: Banking Service Quality Perceived By Studentsmentioning

confidence: 99%

See 1 more Smart Citation

Banking service quality perceived by students: Implications to green services

Đokić¹,

Milićević²,

Kalaš³

et al. 2022

Strategic Management

View full text Add to dashboard Cite

show abstract

“…They would endeavour to obtain experiences, recommendations, and advice from individuals who had previously purchased and utilised smartphones (Shabrin et al, 2017). Mokhlis and Yaakop (2012) identified the most significant factor in smartphone purchase decisions in their research. Through social media platforms like Facebook, Twitter, and Instagram, customers can now access information about smartphones, product reviews, and feedback from other users who use the devices or have previously done so.…”

Section: Social Influencementioning

confidence: 99%

Influencing Factors on Consumers Purchase Decision of Smartphones in Lagos State, Nigeria

Elochukwu,

Abu Bakar,

Jusoh

2023

IJARBSS

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Despite accounting for one-sixth of the global population, Africa's use of mobile technology applications is minimal compared to other rapidly expanding nations. Very few studies have examined the factors influencing smartphone purchase decisions, particularly those made by Lagos residents in Nigeria. The paper evaluates what influences consumers' smartphone purchases in Lagos State, Nigeria. A structured questionnaire was designed and distributed to 375 respondents sampled through multistage random sampling. The result of the analysis denoted that system quality was the most significant factor influencing smartphone purchases, followed by brand and price. However, social influence tends to be insignificant. These three factors can explain 16.2% of the purchase decision. Lagos people make their own decision regarding purchasing and will not be influenced by social pressure, such as their peers. This study can serve as a framework to enhance the telecommunication industry in Nigeria. The findings of this research can also help industry players to market their products and subsequently boost the Nigerian economy.

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“…While the shipment of smartphones is rising, personal computer purchase trends have started to decline. Additionally, customers' attention has been drawn to mobile devices due to their growing power and portability features [1]. Portable devices are appealing to users because they are more portable than PCs.…”

Section: Introductionmentioning

confidence: 99%

A Study on The Evaluation of Mobile Phones Using

2019

rmc

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Mobile gadgets are widely used since they have expanded our world and given us new opportunities. Comparing modern mobile devices to Personalized Computers (PCs) from ten years ago reveals that they are more potent. Mobile devices are appealing to users because they are more portable than PCs. Additionally, the fact that they are smaller than personal computers contributes significantly to their growing appeal. Research significance: Online shopping and service websites are particularly affected by the necessity to upgrade service standards and innovate to maintain or increase profit levels in a fiercely competitive industry. The introduction of client enhancements that will aid their judgement process in selecting the products they buy is a crucial component in the successful accomplishment of this goal. Methodology: During this paper, the performance of the chosen mobile phones is assessed using the "technique for order of preference by similarity to ideal solution (TOPSIS)". The "equal weights method (EWM)" assigns several criteria particularly weights of relevance. Result: The rank of alternatives using the TOPSIS method for "Samsung Galaxy S23 Ultra 5G is first, Apple iPhone 14 Pro Max is fifth, Google Pixel 7 Pro 5G is third, OnePlus 11 is fourth and Samsung Galaxy Z Fold 4 5G is second". Conclusion: The result of the analysis shows that the best smartphone among the given mobiles is the "Samsung Galaxy S23 Ultra 5G with 256 GB internal memory, 12 GB RAM, 5000mAH battery capacity, the weight of 233 grams and approximate price of ₹125000".

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Tertiary Students’ Assessment of Service Quality in the Malaysian Banking Industry: An Importance-Performance Analysis

Abstract: In order to compete, banks constantly offer new products directed at specific market segments. Tertiary students are increasingly a segment that banks target.

Cited by 6 publications

References 42 publications

Banking service quality perceived by students: Implications to green services

Banking service quality perceived by students: Implications to green services

Influencing Factors on Consumers Purchase Decision of Smartphones in Lagos State, Nigeria

A Study on The Evaluation of Mobile Phones Using

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