As a mediator, customer satisfaction affects the various dimension of service quality and as a moderator affects only the empathy and reliability dimensions on customer satisfaction [ 41 ]. The literature review prepared for this study on service quality and satisfaction of customers in all banks both public and private situated in India reflects the findings of various professionals based on their studies.
In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ]. The study explained the concept of customer satisfaction, beginning from basic principles. Assurance services in Government Banks better when compared to Private Banks. However the level of customer satisfaction in private banks is more than government banks [ 43 ]. The nationalised bank have to improve employee behaviour, ambience infrastructure, whereas the private and nationalised banks have to concentrate in the areas such as lower charges, more accessibility and good communication [ 44 ].
The perception of customers towards the service of private banking sector is good when compared to the customers of public sector bank [ 45 ].
Constructs such as reliability, responsiveness, fulfillment, privacy and security have a significant association towards the customer satisfaction in internet banking [ 47 ].
Out of the five dimensions, responsiveness found to be significant in predicting overall satisfaction with regard to banking service [ 42 ]. The customers satisfied with the quality of staff dimension, whereas, maintaining accounts and handling of enquires dimensions did not meet their expectations [ 48 ]. Empathy dimension of the service quality showed the highest significant relationship with customer satisfaction followed by assurance dimension [ 49 ].
Among the five dimensions the bank has to concentrate on reliability dimension [ 50 ]. A positive correlation with customer satisfaction was displayed by all the five dimensions of the service quality [ 51 ]. Banks should concentrate on the following dimensions to satisfy the customers: Service quality and customer satisfaction provided a useful tool for the banking services across the world.
The findings of this study have a wide array of potential implications for rural and urban customers, bankers, government and academicians. The findings also have profound implications for customers for investing their money in foreign banks, public and private sector banks. The findings of the study also extend directions to bank managers to extent their fullest service to all customers irrespective of age, community, geography and customer needs to be integrated with unsystematic factors.
There are three significant implications for academic practitioners, bank managers and researchers — that it would be valuable to re-examine the findings of this review using a larger sample over an extended period. The presence of service quality and customer satisfaction in banks may vary in other banking services contexts including technology service, mobile banking service, E-banking and digital divide service and so forth.
Over and above, the examination of service quality and satisfaction of customers towards banking services provided by all banks across different phases of banking financial services and financial inclusion is a pivotal area of research.
Extensive review of the literature suggests that service quality and customer satisfaction in banks can be investigated further to find out what method that banks follow over sample period for different service quality and customer satisfaction.
Though there have been a number of studies that have found the presence of service quality and customer satisfaction inconsistency and attributed different reasons for service quality and customer satisfaction of foreign and public banks however no study have been able to resolve this issue. Hence, it can be an existing idea to address the issue of service quality and customer satisfaction of public and private banks situated in foreign countries anomaly through analysing the public and private sector banks situated in India.
Despite sincere efforts, the study has certain inherent limitations. The study is descriptive in nature and data was collected from many sources such as academic journals, magazines, websites and annual reports.
There is, therefore, dire need to empirically validate the relationships between quality service and satisfaction of customers in various contexts. The presence and extent of service quality and customer satisfaction examination in different countries has been pursued by the researcher. Previous studies reveal that the service quality and satisfaction of customers are studied jointly and not separately. Service quality and satisfaction of customers towards foreign and nationalised banks can be studied separately in future studies.
There is woeful shortage of potential explanation of service quality in foreign banks. Different scholars have tried to explain service quality and customer satisfaction with the help of financial inclusion, customer retention, customer awareness on modern banking services, mobile cash transfer and macro-financial variables.
However, there is no unanimity on the possible source of service quality and customer satisfaction. Many researchers examined the time-varying, volatility behaviour of rural and urban banking customers and to the best of my knowledge; it has never been attempted in the Indian banking sector. 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.
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. 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.
A Review of Literature The literature review prepared for this study on service quality and satisfaction of customers in all banks both public and private situated in India reflects the findings of various professionals based on their studies.
Research Implications Service quality and customer satisfaction provided a useful tool for the banking services across the world. Conclusion Extensive review of the literature suggests that service quality and customer satisfaction in banks can be investigated further to find out what method that banks follow over sample period for different service quality and customer satisfaction.
Limitations of the Study and Scope for Future Research Despite sincere efforts, the study has certain inherent limitations. International Journal Management Business Research 2: Naeem H, Akram A Service quality and its impact on customer satisfaction: An empirical evidence from the Pakistani banking sector. A Hong Kong based study. Contemporary Management Research 9: The Case of Faisalabad.
International Journal of Marketing Studies 3: Ben I Evaluating customer satisfaction in banking services. International Review of Business Research Papers 3: A case study in Bangkok. International Journal of Humanities and Management Science 1: Amercian International Journal of Contemporary Research 4: International Journal of Multidisciplinary Research Review 1: Sabir RI Factors affecting customer satisfaction in banking sector of Pakistan. International Review of Management and Business 3: International Journal of Business and Social Science 4: Ma Z Assessing service ability and reliability to affect customer satisfaction of internet banking.
Journal of Software 7: International Journal of Economics, Commerce, and Management 3: Arokiasamy ARA The impact of customer satisfaction on customer loyalty and intentions to switch in the banking sector in Malaysia. The Journal of Commerce 5: Interdisciplinary Journal of contemporary research in business 5: Karim RA, Chowdhury T Customer satisfaction on service quality in private commercial banking sector in Bangladesh.
British Journal of Marketing Studies 2: International Journal of Trade, Economics and Finance 2: Case study of a private commercial joint stock bank in Vietnam. Theory and Practice Siddiqi KO Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management 6: Rehman AA Customer satisfaction and service quality in Islamic banking: Qualitative Research in Financial Markets 4: Koloory HR Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank.
International Journal of Organizational Leadership 4: Quyet TV Service quality effects on customer satisfaction in banking industry. International Journal of u- and e-Service, Science and Technology 8: Study in consumer banking sector.
Journal of Contemporary Management Science 4: Cheserek LK Effect of quality financial services on customer satisfaction by commercial banking Kenya. International Journal of Humanities and Social Science 5: Hinson R Determinants of Ghanaian bank service quality in a Universal banking dispensation. Banks and Bank Systems 1: Afro Eurasian Studies 2: Global Economy and Finance 7: A Study on Khulna.
Science Journal of Business and Management 1: Do you need help in the review of existing literature and studies on a law? Lit Review Service is here. We cover all types of law literature analysis!
Management thesis literature review: Are you looking for a thorough management thesis literature analysis? Our experts can write the best management lit review for you. Medicine and health thesis lit review: Writing a medicine and health thesis analysis of literature is no easy task!
Education thesis literature review: Are you struggling to write your education thesis lit paper? Just place an order and we will work on it now! Our service is here to help. Just fill up the order form and let us begin writing an effective psychology literature survey for you today! Technology research paper lit review: Writing the technology literature work is often challenging for many students.
That is why our literature review service is here to be your help! For a complete and well research lit review, rely only on our experts. Economics thesis literature review: We can help you write an impressive economics thesis literature survey and submit it on time. All works are guaranteed original and well polished. Contact us for an economics thesis literature analysis today! Are you looking for literature review help, not listed here? We work on all subjects that also include engineering, tourism, chemistry, math, hotel management, accountancy and all academic subjects there are.
Feel free contacting our experts for help today! Please accept our Terms. Your message has been successfully sent! We will get back to you soon. Professional writers Always custom research Access to online libraries Referenced lit reviews Annotated bibliography help Free proofreading Free bibliography. Thorough topical research Analytical and critical reviews Professional writing Copies of all references Free Plagiarism reports.
Most Popular Literature Review Topics: Remember me next time. Our Literature Review Writing Service Our Literature Review Service We are the perfect place that you should head out to when you are seeking the literature survey web services. Advantages of Using Literary Analysis Help Services The advantages of using the literary analysis help from our firm are quite many.
Through us you get to work with a writer that is: Qualified in your subject area with a Masters or Ph.
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.
Service quality literature is predominantly concerned with the customer's perspective; there is a scarcity in the amount of research concerning the staff's perspective: 'â€¦there is something of a paucity of published research on the support staff's perspective' (Reynoso, and Moores , p).
Essays - largest database of quality sample essays and research papers on Literature Review On Service Quality. Key words: Service Quality, Customer Satisfaction, Consumer behavior INTRODUCTION A LITERATURE REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION Akram Jashireh Department of Management and Accounting, College of Humanities, Islamic Azad university of Hamedan Branch,Hamedan, Iran.
Literature review – Measuring service quality – SERVQUAL and SERVPERF The purpose of this review is to consider both current and past literature concerning the main concept areas associated with the study in question and also to provide some rationale for conducting the study. Service quality in healthcare establishments: a literature review 17 The related literature acknowledges the importance of SQ and patient satisfaction .