INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION: APPLICATION OF SERVQUAL MODEL
Open accessAbstract
Financial liberalization has led to intense competitive pressures and private banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This article examines the influence of perceived service quality on customer satisfaction. The article concludes that increase in service quality of the banks can satisfy and develop customer satisfaction which ultimately retains valued customers.
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Assurance has a positive relationship with customer satisfaction.
“There is a positive relationship between assurance and customer satisfaction [49,50,53,54].”
From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [49]
Reliability has a positive relationship with customer satisfaction in the banking sector.
“The extant literature has also revealed that reliability has a positive relationship with customer satisfaction in the banking sector [46,47,49,50,54].”
From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [49]
The empathy dimension plays a crucial role in customer satisfaction in the banking sector.
“Ananth et al. [51] revealed that a positive impact on customer satisfaction is brought about by convenient working hours, individualized attention, a better understanding of customer's specific needs in the banking sector and the empathy dimension, all of which play a crucial role in customer satisfaction [49,50,54,57].”
From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [49]
Banking sector responsiveness has a direct relationship with customer satisfaction.
“Arguably, banking sector responsiveness has a direct relationship with customer satisfaction [46,49,50,55].”
From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [49]
The reliability findings are consistent with previous studies [46,47,49,50,54].
“These findings are consistent with previous studies [46,47,49,50,54].”
From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [49]
Many studies point out a positive relationship between assurance and customer satisfaction.
“Many studies point out the positive relationship between assurance and customer satisfaction [49,50,53,54].”
From The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019) · cites this paper as [49]
Cites
Bloemer, J., de Ruyter, K., & Peeters, P. (1998) · International Journal of Bank Marketing · doi:10.1108/02652329810245984 · Cited by 804 · see citing works
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The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019) · Sustainability · doi:10.3390/su11041113 · Cited by 485 · see citing works
- Authors
- Krishnamurthy, R., B, D., SivaKumar, M. A. K., & Sellamuthu, D. P.
- Affiliations
- King Saud University (SA)
- Venue
- International Journal of Business and Management
- Published
- 2010-03-19
- Volume
- 5
- Issue
- 4
- ISSN
- 1833-3850 (ISSN-L)
- 1833-8119
- OpenAlex
- W2069908834
- Cited by
- 166
- References
- 1
- Citations by year
- 2025: 3 · 2024: 8 · 2023: 12 · 2022: 12 · 2021: 17 · 2020: 12 · 2019: 12 · 2018: 17 · 2017: 9 · 2016: 10 · 2015: 19 · 2014: 14 · 2013: 9 · 2012: 5
- FWCI
- 13.23
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Licence
- cc-by
- Locations
- International Journal of Business and Management (publishedVersion, cc-by)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Accounting › Banking Sector Performance and Management
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- service quality, customer satisfaction, SERVQUAL, retail banking, private banks, customer loyalty, customer retention, financial liberalization
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