The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia
By L. Kheng, Osman Mahamad, Thurasamy Ramayah, Rahim Mosahab. 2010
433 citations recorded by the source corpus.
The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with five dimensions was used by this research to evaluate the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show that improvement in service quality can enhance customer loyalty. The service quality dimensions that play a significant role in this equation are reliability, empathy, and assurance. The findings indicate that the overall respondents evaluate the bank positively, but still there are rooms for improvements.
Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/e7c7c42aae7cc36b75aafd1a49ea600bb828ad07
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Information Systems and Management
In Marketing
- Muhammad Asnan Fanani
- Dimitrios I. Maditinos
- Badri Munir Sukoco
- Elissavet Keisidou
- Lazaros I. Sarigiannidis
- Eleftherios Thalassinos
- Nur Asnawi
- C. Mbama
In Organizational Behavior and Human Resource Management
- Muhammad Asnan Fanani
- Dimitrios I. Maditinos
- Badri Munir Sukoco
- Elissavet Keisidou
- Lazaros I. Sarigiannidis
- Eleftherios Thalassinos
- Nur Asnawi
- C. Mbama
Citations in the corpus
- The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks (2019, result): “This plays an important role as well as strengthening the findings of several JIMA previous research studies (Akbar and Parvez, 2009; Kheng et al., 2010; Mosahab et al., 2010).”
- Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, methodology): “On the other hand, Kheng et al. (2010) tested the SERVQUAL model on customer satisfaction and loyalty and found that tangibles affected neither satisfaction, nor loyalty.”