International Journal of Business and Economics Research

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Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank

Received: 29 January 2015    Accepted: 15 February 2015    Published: 02 March 2015
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Abstract

The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.

DOI 10.11648/j.ijber.20150402.12
Published in International Journal of Business and Economics Research (Volume 4, Issue 2, April 2015)
Page(s) 30-35
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This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Customer Satisfaction, Service Quality, Jamuna Bank Limited, Bangladesh

References
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[6] Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
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[8] Kheng, mahamad, Ramayah (2010). The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies Vol. 2, No. 2; November 2010.
[9] Lam, R., and Burton, S. (2006). SME banking loyalty (and disloyalty): a qualitative study in Hong Kong.International Journal of Bank Marketing, 24(1), 37-52.
[10] Lehtinen, U., and Lehtinen, J.R. (1982). Service quality- a study of dimensions. unpublished working paper,Service Management Institute, Helsinki, 439-460.
[11] Levesque, T.J., and McDougall, G.H.G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
[12] Lewis, R.C., and Booms, B.H. (1983). The marketing aspects of service quality. Emerging Perspectives in Service Marketing, in Berry, L.L., Shostack, G. and Upah, G. (Eds) American Marketing Association, Chicago, IL 99-107.
[13] Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139.
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[15] Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, fall.
[16] Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), spring.
[17] Portela, M.C.A.S., and Thanassoulis, E. (2005). Profitability of a sample of Portuguese bank branches and its decomposition into technical and locative components. European Journal of Operational Research, 162(3), 850-866.
[18] Soomro, Memon, Channa (2012), Role of Customer Satisfaction and Service Quality in Public and Private Banks. Impact Factor 3.582 Case Studies Journal ISSN (2305-509X) – Volume 3, Issue 6. http://www.casestudiesjournal.com Page 33.
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Author Information
  • Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh

  • Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh

  • Department of Management Information Systems, Faculty of Business Studies, University of Dhaka, Dhaka, Bangladesh

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  • APA Style

    K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid. (2015). Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. International Journal of Business and Economics Research, 4(2), 30-35. https://doi.org/10.11648/j.ijber.20150402.12

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    ACS Style

    K. M. Salah Uddin; Nymatul Jannat Nipa; Mamunur Rashid. Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. Int. J. Bus. Econ. Res. 2015, 4(2), 30-35. doi: 10.11648/j.ijber.20150402.12

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    AMA Style

    K. M. Salah Uddin, Nymatul Jannat Nipa, Mamunur Rashid. Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank. Int J Bus Econ Res. 2015;4(2):30-35. doi: 10.11648/j.ijber.20150402.12

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  • @article{10.11648/j.ijber.20150402.12,
      author = {K. M. Salah Uddin and Nymatul Jannat Nipa and Mamunur Rashid},
      title = {Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank},
      journal = {International Journal of Business and Economics Research},
      volume = {4},
      number = {2},
      pages = {30-35},
      doi = {10.11648/j.ijber.20150402.12},
      url = {https://doi.org/10.11648/j.ijber.20150402.12},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.ijber.20150402.12},
      abstract = {The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.},
     year = {2015}
    }
    

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    T1  - Identification the Factors Influencing Customer Satisfaction on Service Quality in Jamuna Bank
    AU  - K. M. Salah Uddin
    AU  - Nymatul Jannat Nipa
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    T2  - International Journal of Business and Economics Research
    JF  - International Journal of Business and Economics Research
    JO  - International Journal of Business and Economics Research
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    AB  - The aim of this research was to examine the level of service quality as perceived by customers of Jamuna Bank Limited situated in Dhaka, Bangladesh. Literature tells us that if the banks are providing higher service quality then the customers are satisfied. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangible. One sample Z test analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that banks in Bangladesh to seek and improve the elements of service quality that make the most significant factor of customer satisfaction.
    VL  - 4
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