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CONCEPTS OF SERVICE QUALITY MEASUREMENT IN BANKS

Corneliu, Bente - In: Annals of Faculty of Economics 1 (2012) 2, pp. 889-894

dimensions of SERVQUAL model i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the …

Persistent link: https://www.econbiz.de/10010617397

SERVICE QUALITY: A CASE STUDY OF BANCA ROMANEASCA

CORNELIU, BENTE - In: Annals of Faculty of Economics 1 (2013) 2, pp. 421-429

formulated recommendations clear and immediate on the quality of customer service provided to adapt SERVQUAL dimensions to the … dimensions of bank quality and to asses consumersâ€(tm) perceptions of the importance of each of these dimensions. Hypothesis- H0 … results of the service quality analysis show that reliability and empathy are the two most critical dimensions of service …

Persistent link: https://www.econbiz.de/10010733836

APPLYING THE SERVQUAL METHOD IN BANKS

Corneliu, Bente - In: Annals of Faculty of Economics 1 (2012) 2, pp. 895-900

The main concern of credit institutions in Romania should be to maintain a portfolio of clients. Long-term cooperation relations between a bank and its customers is the proof of that bank's efforts in providing quality services that meet consumer demands. The study would try to throw some...

Persistent link: https://www.econbiz.de/10010617463

Exploring justice perceptions in online banking recovery : gender moderation and behavioral outcomes

Ali, Attia Abdelkader; Andrei, Andreia Gabriela; … - In: Journal of business economics and management 26 (2025) 1, pp. 164-185

The study addresses the recovery from service failures in online banking. It focuses on the three dimensions of … service failure with online banking. The results show that the three dimensions of perceived recovery justice - DJ, PJ, IJ …

Persistent link: https://www.econbiz.de/10015413412

An Empirical Analysis of Customer Satisfaction of Foreign Remittance Services

Pahwa, Manvinder Singh - 2012

The foreign remittances are one of the most important and stable sources of foreign exchange for Indian economy. The users of this foreign currency are the relatives and dependents of the NRIs working abroad. This paper focuses on the empirical analysis of perceived satisfaction of the customers...

Persistent link: https://www.econbiz.de/10013099567

An Empirical Analysis of Satisfaction of Selected Customers Availing ATM Services of ICICI Bank

Pahwa, Manvinder Singh - 2012

Banking industry has been the mainstay of Indian economy. Lately its competitiveness has increased manifold. In order to enhance their customer base banks have been introducing innovative services including that of high quality ATM facility. In the present research paper, an attempt has been...

Persistent link: https://www.econbiz.de/10013105276

Comparative Analysis of Customer Satisfaction of ATM Services Provided by Public and Private Sector Banks in India

Pahwa, Manvinder Singh - 2014

The significance of banking in any economy can never be overlooked. These banks provide a flow to the money which is the life blood of any economy. Banking Revolution through ATMs has made banks available in almost all the streets of the country by both public as well as private sector banks....

Persistent link: https://www.econbiz.de/10013053462

Customer Satisfaction in Private Banking

Seiler, Volker - 2018

The paper presents a customer satisfaction model for the private banking industry. We empirically assess the postulated model with the help of partial least squares (PLS) and use formative measurement models for the predictors of customer satisfaction and customer loyalty. The results of the...

Persistent link: https://www.econbiz.de/10012911003

Service Quality and Customer Satisfaction in Banks During an Economic Recession and Banking Crisis Period : The Critical Case of a Greek Co-Operative Bank

Kalpadakis, Andreas - 2015

quality dimensions of the adapted SERVQUAL model contributed significantly to overall customer satisfaction and loyalty; and …The authors tested a modified SERVQUAL scale based on a survey of Pancretan Cooperative Bank's customers – in terms of …

Persistent link: https://www.econbiz.de/10013013188

Creating value for clients using a holistic approach in banking marketing

Guzovski, Marina; Smoljić, Mirko; Martinčević, Ivana - In: ENTRENOVA - ENTerprise REsearch InNOVAtion Conference 8 (2022) 1, pp. 80-90

This paper investigates how marketing mix strategies' design affects customer value creation. The paper presents the results of empirical research conducted through a questionnaire that aims to show and determine which elements are key in choosing a bank, the extent to which branches and digital...

Persistent link: https://www.econbiz.de/10014308270