Literature review service quality banking

Early history[ edit ] Old Russian literature consists of several masterpieces written in the Old Russian language i.

Literature review service quality banking

Visit for more related articles at Journal of Internet Banking and Commerce Abstract The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction.

But there is some evidence that few public, private and foreign banks do not give importance to their retail customer relating to maintenance of service quality and customer satisfaction. In this regard, this research paper focuses with a purpose to report the findings of existing literature to identify decompose and define Literature review service quality banking dynamics of quality service and satisfaction of customer towards all banking services in Global scenario including India.

The contribution of the study would broadly be two fold namely quality service and satisfaction of customers in banks across various countries. This literature review based study will definitely help new researchers to identify their research problems for their research study. Keywords Service Quality, Customer Satisfaction, Role of Banks, Retail Banking Introduction In the current banking scenario it is obvious that banks gain competitive advantage by rendering efficient service and thereby enhancing customer relationship.

More emphasis on creating loyal customers is the need of the hour. It is pivotal for all players in the financial service industry to understand the needs of the customer and customize services based on their needs.

This in turn will pave way for achieving customer satisfaction to a larger extent. The measurement of the same is an important factor in banking sector. In this ICT Information, Communication and Technology era, the mode of direct pay, online financial services has gained value.

Now a day, customers need flexible hours of operation, customization and transparency. Thus, research on service quality and satisfaction of customers in banking sector is considered important.

In this research paper, the researchers have focused on service quality and customer satisfaction literature that has been receiving significant attention over the last few years. This research paper is classified in two fold namely Quality of Service and satisfaction of customers in banks across various countries.

A Review of Literature The literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers. With a view to authenticate the study, various literatures have been reviewed to identify the research gaps.

Valued customers can be retained by improving the service quality of mobile banking [ 1 ]. Customers of foreign bank experienced most excellent service quality contrary to the customers of nationalized bank in Pakistan [ 2 ].

Literature review service quality banking

In general, the bank has been appraised positively by the customers, however continuous development is suggested to maintain a cut-throat edge [ 3 ]. The maximum satisfaction of customers with respect to a receptiveness dimension - enthusiastic to assist the customers, friendly approach of employees b reliability dimension of customers care.

However, the customer satisfactions vary according to the nature of service [ 4 ]. To enhance the customer satisfaction, the bank has to maintain a strong relationship through better service [ 5 ]. Service quality and e-banking adoption had a constructive and noteworthy association with the satisfaction of customer.

To retain the customers the bank has to improve all the dimensions of the service quality [ 9 ]. Positive and significant association between the various constructs of service quality and satisfaction has been studied. The customers expected higher from banks than what they actually received [ 12 ].

Serviceability had a positive and significant effect on customer satisfaction to accept internet banking service [ 14 ]. The factors influenced the service quality of the customer: Positive association between customer satisfaction and their trustworthiness has been studied.

The service quality as well as service value played a vital role in instituting customer loyalty [ 17 ]. The researcher Shanka [ 18 ] substantiated the theory of literatures with respect to the link between dimensions of service quality and satisfaction of customers.

The dimensions such as sympathy, tangibility, trustworthiness, receptiveness and assurance are essential for the satisfaction of customers towards the services provided by the private banking sector in Bangladesh [ 19 ].

Empathy and tangible dimensions demonstrates the highest positive correlation and least positive correlation respectively towards customer satisfaction [ 22 ]. The customers of Islamic banks U. K and Pakistan considered assurance dimension as an important factor for customer satisfaction followed by reliability and empathy.

On the other hand, the customers of Islamic Banks UAE considered assurance and tangible as important [ 23 ].SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality.

SERVQUAL is built on the expectancy-disconfirmation paradigm, which in simple terms means that service quality is understood as the extent to which consumers' pre-consumption expectations of quality.

The Economics of Defense (Cambridge Surveys of Economic Literature) [Todd Sandler, Keith Hartley] on alphabetnyc.com *FREE* shipping on qualifying offers. Defense economics examines both peace and defense issues, using such macroeconomic and microeconomic tools as growth theory.

Literature review service quality banking

Service quality becomes the crucial issue for hospitality industry and the theory of service quality has evolved over long period of time through testing and trials in service sector.

– The paper examines 14 different service quality models reported in the literature applicable to the banking sector. The critical review of the different service quality models is intended to compile the various dimensions which emerged out of the studies, compare the commonality between them, study their relevance and importance in banking in the.

Hereby, the researchers conclude that there is a dearth of literature in emerging service quality and customer satisfaction in banking sector that can be used as a trigger to examine diversified attributes of service quality and customer satisfaction, especially in the banking sector context.

– The paper examines 14 different service quality models reported in the literature applicable to the banking sector. The critical review of the different service quality models is intended to compile the various dimensions which emerged out of the studies, compare the commonality between them, study their relevance and importance in banking in the.

Russian literature - Wikipedia