Toward Understanding Conflicts Between Customers and Employees’ Perceptions and Expectations: Evidence of Iranian Bank

Rostamy, Ali Asghar Anvary

doi:10.3846/1611-1699.2009.10.241-254

Cited by 13 publications

(8 citation statements)

References 64 publications

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“…This is not surprising, because today's sophisticated and discerning customers demand superior service quality. It is acknowledged among these managers that high service quality results in a number of desirable outcomes, such as reduction in customers' complaints, greater willingness to recommend to someone else, improved customer satisfaction and retention rates, and enhanced fi nancial performance (Angur et al 1999;Rostamy 2009;Yavas, Benkenstein 2007;. Astute bank managers also strive to have a pool of satisfi ed and loyal customers, because such customers buy and spend more (cf.…”

Section: Introductionmentioning

confidence: 98%

Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender / Aptarnavimo Kokybė, Vartotojų Pasitenkinimas Ir Lojalumas Vartotojų Lyties Atžvilgiu

Karatepe

2011

Journal of Business Economics and Management

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The purpose of this study is to investigate customer satisfaction as a mediator of the effects of service environment, interaction quality, empathy, and reliability on loyalty. The present study also aims to examine gender as a moderator in the relationship between the aforementioned service quality dimensions and customer satisfaction. Data were gathered from the customers of retail banks in Northern Cyprus. The results based on hierarchical multiple regression analysis reveal that customer satisfaction mediates the impacts of service environment, interaction quality, empathy, and reliability on loyalty. The results also indicate that gender moderates the effects of empathy and reliability on customer satisfaction. Implications of the results are discussed, and avenues for future research are offered.

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Section: Introductionmentioning

confidence: 98%

Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender / Aptarnavimo Kokybė, Vartotojų Pasitenkinimas Ir Lojalumas Vartotojų Lyties Atžvilgiu

Karatepe

2011

Journal of Business Economics and Management

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“…Besides, service quality models weighted SERVQUAL and weighted SERVPERF were created. They involved the importance weights of service quality factors (Rostamy, 2009).…”

Section: Customer Satisfaction and Service Quality In Bankingmentioning

confidence: 99%

“…Statements were formulated based on the value factors determined by the authors in their previous study (Titko & Lace, 2011) and on the statements from the SERVQUAL modifi ed versions proposed for banking industry (Rostamy, 2009;Abdullah et al, 2010;Avkiran, 1994;Bahia & Nantel, 2000).…”

Section: Measurement Instrumentmentioning

confidence: 99%

Service quality in banking: developing and testing measurement instrument with Latvian sample data

Titko¹,

Lāce²,

Kozlovskis³

2013

Acta Univ. Agric. Silvic. Mendelianae Brun.

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TITKO JELENA, LACE NATALJA, KOZLOVSKIS KONSTANTINS: Service quality in banking: developing and testing measurement instrument with Latvian sample data. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2013, LXI, No. 2, pp. 507-515 The paper highlights the importance of managing service quality in banking that can positively aff ect customer satisfaction. The goal of the given study is to develop an instrument for measuring service quality perceived by Latvian banks' retail customers and to determine the most important contributors to customer satisfaction. To achieve this purpose, randomly selected customers of Latvian banks were surveyed, using the authors' developed questionnaire. The proposed instrument was tested for reliability and validity, using techniques of confi rmatory factor analysis. Exploratory factor analysis yielded fi ve service quality dimensions (factors) that allowed constructing customer satisfaction factor model EPICA: E -expenses, P -product, I -image, C -competence and emotional intellect, A -access. The subsequent correlation analysis revealed that the strongest relationship is between customer satisfaction and C factor. The results of the current research are crucially important for Latvian banks' executives because the majority of previous studies in the related fi eld off ered measurement scales adequate for measuring service quality in other industries. Besides, the proposed questionnaire is exclusively developed for Latvia and considers Latvian banking sector specifi cs. retail banking, service quality, factor analysis, EPICA model

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“…It would be logical, therefore, to assume that customer appraisal following a service recovery encounter (perceived satisfaction) is a function of perceived effort. However, we have to assume that differences between customers and employees viewpoints happened (Asghar, Rostamy 2009). A case in point is the client who, having perceived sincere concern and effort on the part of the company, -despite the lack of a satisfactory solution -demonstrates something close to what can be termed as satisfaction (Mohr, Bitner 1995).…”

Section: Hypothesesmentioning

confidence: 99%

Managing Service Recovery Processes: The Role of Customer's Age / Vartotojų Amžiaus Įtaka Paslaugų Vertinimui

Cambra‐Fierro

Berbel‐Pineda

Ruiz‐Benítez

et al. 2011

Journal of Business Economics and Management

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Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role of age as potential moderating. Segmenting customers' samples by age may potentially contribute to more effective service recovery process management. Older customers seem to be more loyal when dealing with service providers than younger customers, while younger customers are more demanding in terms of companies' efforts. Implications for both literature and practice are included at the front-end of the paper. Reference to this paper should be made as follows: Cambra-Fierro, J.; Berbel-Pineda, J. M.; Ruiz-Benítez, R.; Vazquez-Carrasco, R. 2011. Managing service recovery processes: the role of customers' age, Journal of Business Economics and Management 12(3): 503-528. JEL Classi cation: M3.

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Toward Understanding Conflicts Between Customers and Employees’ Perceptions and Expectations: Evidence of Iranian Bank

Cited by 13 publications

References 64 publications

Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender / Aptarnavimo Kokybė, Vartotojų Pasitenkinimas Ir Lojalumas Vartotojų Lyties Atžvilgiu

Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender / Aptarnavimo Kokybė, Vartotojų Pasitenkinimas Ir Lojalumas Vartotojų Lyties Atžvilgiu

Service quality in banking: developing and testing measurement instrument with Latvian sample data

Managing Service Recovery Processes: The Role of Customer's Age / Vartotojų Amžiaus Įtaka Paslaugų Vertinimui

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