The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector
By M. Pakurár, Hossam Haddad, János Nagy, József Popp, Judit Olah. Sustainability, 2019
429 citations recorded by the source corpus.
Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.
Subfields: Artificial Intelligence, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/47d574867331d61e021a35de7fc41bb131710462
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Citations in the corpus
- Effects of service quality and customer satisfaction on loyalty of bank customers (2021, background): “Likewise, with service quality which has a direct effect on customer satisfaction, and customer satisfaction has a direct effect on customer loyalty (Amin, 2016; Hapsari et al., 2017; Kasiri et al., 2017; Kuo et al., 2011; Pakurár et al., 2019; Ribbink et al., 2004; Siddiqi, 2011).”
- Economic Business Sustainability and Strengthening Human Resource Capacity Based on Increasing the Productivity of Small and Medium Enterprises (SMEs) in Makassar City, Indonesia (2021, background): “The special characteristic of a multilingual organization is that, when dealing with the influence of the perceived quality dimension, it is necessary to consider the perceived quality of the individual services and the overall perceived quality of the multilingual organization and overall satisfact”