...INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department of Marketing University of Dhaka Date of Submission: 03 April, 2013 Letter of Transmittal April 03, 2013 Usmita Afrose Associate Professor Department of Marketing University of Dhaka Subject: Submission of Internship Report. Dear Madam, It is a great pleasure and privilege to present the internship report titled “Measuring Customer Satisfaction by using SERVQUAL Dimensions in Dutch Bangla Bank Ltd” which was assigned to me as a partial requirement for the competition of BBA Program. Throughout the study I have tried with the best of my capacity to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I sincerely believe that it will satisfy your requirements. I however sincerely believe that this report will serve the purpose of my internship program. I am grateful to you for your guidance and kind...
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...International Journal of Business and Management Vol. 5, No. 4; April 2010 Influence of Service Quality on Customer Satisfaction Application of Servqual Model K. Ravichandran College of Business Administration in Alkharj, King Saud University P O Box 165, 11942, Alkharj, Saudi Arabia E-mail: varshal2@yahoo.com B. Tamil Mani Reader, Gandhigram University Dindugul, Tamilnadu, India E-mail: dr_tamilmani@rediffmail.com S. Arun Kumar Department of Management Studies, Saranathan College of Engineering Trichy, Tamilnadu, India E-mail: arunkanthh@yahoo.co.in S. Prabhakaran College of Business Administration in Alkharj, King Saud University P O Box 165, 11942, Alkharj, Saudi Arabia E-mail: jopraba@gmail.com Abstract 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. Keywords: Perceived Service Quality, SERVQUAL, Customer satisfaction 1. Introduction Private Banks dealing in retail banking Industry is consequently put into lot of pressures due towards increase in global competition. Various strategies are formulated to retain...
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...Executive summary In this project, we use SERVQUAL Model to determine the service performance of Hong Kong and Shanghai Banking Corporation (HSBC) branches frontline operations. The area of study is the general teller services. There are total of 140 SERVQUAL questionnaires were distributed which aim to find out the customer satisfaction level for HSBC general teller service in five dimensions, including Tangible, Reliability, Responsiveness, Assurance and Empathy, and assess performance for five dimensions • Tangibles: the appearance of facilities, equipment, materials, and personnel; • Reliability: the performance of the service in a dependable and accurate manner; • Responsiveness: the willingness of staff to help customers and provide prompt service; • Assurance: the staff's ability to provide courteous and knowledgeable service; and • Empathy: the staff's ability to understand the needs of the customer. From SERVQUAL questionnaires result, all five dimensions got the negative score. In other words, customers’ perceptions lower than their expectations. Questionnaires result shows some comment problem including operating hours, understanding of specific needs, availability of personal service and level of emphasis on customer best interest. Moreover, we found that the largest service gap is in Empathy dimension and the smallest service gap is in Tangible dimension. Therefore, we suggest that HSBC should focus more on Empathy dimension. The identified...
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...Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control Företagsekonomi - Business Administration\Marketing Företagsekonomi - Business...
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...different scales used to measure service quality? Distinguish between SERVQUAL Scale and SERVPERF Scale? Which one is still dominating in services? Ans. SERVQUAL or RATER is a service quality framework. SERVQUAL was developed in the mid-1980s by Zeithaml, Parasuraman & Berry. SERVQUAL means to measure the scale of Quality in the service sectors. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. SERVQUAL was originally measured on 10 aspects of service quality: It measures the gap between customer expectations and experience. The basic assumption of the measurement was that customers can evaluate a firm's service quality by comparing their perceptions with their expectations. SERVQUAL has its detractors and is considered overly complex, subjective and statistically unreliable. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . Although a great number of research studies for service quality take place in the context of developed countries, the similar studies in the context of a rapidly developing country like inIndia are limited. This descriptive study focuses on the issue of measuring of service quality in banking sector in a developing country like India. In line with the above stated purpose...
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...Middle Eastern Finance and Economics ISSN: 1450-2889 Issue 14 (2011) © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/MEFE.htm Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, 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 Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression 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 managers and decision makers in Jordanian commercial banks to seek...
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...Innovation in Engineering & Management (IJAIEM) Web Site: www.ijaiem.org Email: editor@ijaiem.org, editorijaiem@gmail.com Volume 1, Issue 2, October 2012 ISSN 2319 - 4847 AN ANALYSIS OF THE CUSTOMER SATISFACTION: A CASE STUDY OF BANK SERVICE Haeryip Sihombing1, Parahsakthi Chidambaram2 and Kannan Rassiah3 1 Fakulti Kejuruteraan Pembuatan (FKP), Universiti Teknikal Malaysia Melaka (UTeM), Main Campus – Durian Tunggal, 17609 – Melaka, MALAYSIA 2 Politeknik Ibrahim Sultan (PIS)81700 Pasir Gudang, Johor Bahru, MALAYSIA 3 Politeknik Merlimau Melaka (PMM) Merlimau 77300, MALAYSIA ABSTRACT This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required...
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...Introduction Customer satisfaction in the banking industry revolves around receiving a positive feedback regarding aspects such as staff conduct, credibility, communication and access to banking services whether through online banking or teller services. These factors represent the final dimensions of service quality that satisfy the customers. There are also the intangible aspects of the staff-customer interface. These intangible aspects include the implementation of a helpful, caring, and friendly and a committed approach among the members of the bank staff. Indeed, a positive experience in the area staff-customer interaction was the key to maintaining a high level of customer satisfaction. In a way, the bank customers respond positively to the customer-oriented, high-touch, and an intangible service quality criteria in an age of increased automation. The Chase Bank acknowledges that the critical dimensions of bank service quality and their implementation in practical business terms varies as the customer profiles and customer experiences evolve. Some studies have found that bank service quality expectations vary by segments and by countries (Arasli et al., 2005), and by time. It is possible that the saliency of bank service quality dimensions may be situational and may also adapt as the context changes. The ‘speed of service’ reflects differences resulting from both customer characteristics and exposure to high-tech banking practices. For example, a customer-Oriented...
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...American Journal of Scientific Research ISSN 1450-223X Issue 27(2011), pp. 68-83 © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/ajsr.htm Banking Service Quality Provided by Commercial Banks and Customer Satisfaction Sulieman Ibraheem Shelash Al-Hawary Associate professor of Business Management, Department of Business Administration College of Financial and Business Administration Al al-Bayt University, Jordan Rashid M. Alhamali Associate professor of Industrial Management, Department of Qualitative Methods College of Business Administration, King Saud University Saudi Arabia Saad Abdullah Alghanim Associate professor of Health and Hospital Administration Department of Management, College of Business Administration King Saud University, Saudi Arabia Abstract Purpose – The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. Design/methodology/approach – The study uses qualitative methodology, a face to face survey was conducted to test the hypothesis, thirteen banks were chosen randomly in Jordan with their customers acting as respondents to survey, a sample includes 453 customers of Jordanian commercial banks. Findings – The study finds that the order of importance of the dimensions of service quality tested here is: Assurance; Reliability; tangibles; Empathy; and Responsiveness. customers satisfaction are mostly influenced by the service quality. customers indicated...
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...Measuring Service Quality Using SERVQUAL Following are the instructions for using the SERVQUAL questionnaire discussed in the chapter on quality. It uses a bank as the company to be studied, but any type of service organization would be studied in the same way. On the questionnaire, just replace the word bank with the type of business (profit or non-profit) being analyzed. You can derive an un-weighted gap score or a weighted gap score. Weighting depends upon how you allocate 100 points among the five SERVQUAL categories. A modified use of the questionnaire is to limit it to just the total or average Perception score. This is called SERVPERV and is used when Expectations are likely to be all the same (typically high). Weights can be applied here as well. STEPS TO OBTAIN UNWEIGHTED SERVQUAL SCORE Step 1. Select a bank the service quality of which you want to assess. Using the SERVQUAL instrument, first obtain the score for each of the 22 expectation questions. Next, obtain a core for each of the perception questions. Calculate the Gap Score each of the statements (Gap Score = Perception – Expectation). Step 2. Obtain an average Gap Score for each dimension by assessing the Gap Scores for each of the statements that constitute the dimension and dividing the sum by the number of statements making up the dimension. Step 3. In TABLE 1 transfer the average dimension SERVQUAL scores (for all five dimensions) from the SERVQUAL instrument. Sum up the scores and...
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...Measuring Service Quality Using SERVQUAL |Introduction |Measuring the quality of a service can be a very difficult exercise. Unlike product where there | | |are specific specifications such as length, depth, width, weight, colour etc. a service can have| | |numerous intangible or qualitative specifications. In addition there is there expectation of the| | |customer with regards the service, which can vary considerably based on a range of factors such | | |as prior experience, personal needs and what other people may have told them. | |SERVQUAL – a methodology for |As a way of trying to measure service quality, researchers have developed a methodology known as| |measuring service quality |SERVQUAL – a perceived service quality questionnaire survey methodology. SERVQUAL examines five | | |dimensions of service quality: | | |Reliability | | |Responsiveness | | |Assurance; ...
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...Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: An Empirical Study S Arun Kumar1, B Tamil Mani2, S Mahalingam3 and M Vanjikovan4 This paper examines the service quality dimensions of Indian private banks dealing with retail banking. Overall service quality level acts as an antecedent for customer satisfaction. The factors extracted give perceived service quality dimensions which correlate with overall attitudinal loyalty. Overall service quality further tested for any significant relationship with attitudinal loyalty, which is considered to be an important component of retaining valued customers. The data has been collected from 100 valued customers of two private retail banks of Tiruchirapalli. A questionnaireelicited information on socio-demographic variables along with SERVQUAL dimensions of service quality added with three extra contemporary validated variables and attitudinal loyalty variables. The results suggest that responsiveness and reliability of service quality dimensions determine customer satisfaction more than the assurance, empathy and tangible aspects (SERVQUAL score analyzed using Factor Analysis and Multiple Regressions). Overall perceived service quality fosters customer’s attitudinal loyalty through latent customer satisfaction (Tested using Chi-Square Statistics and Correlation Analysis). Increase in service quality of the banks can satisfy and develop attitudinal loyalty which ultimately retains valued customers. Introduction ...
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...European Journal of Marketing 30,1 8 Received October 1994 Revised April 1995 SERVQUAL: review, critique, research agenda Francis Buttle Manchester Business School, Manchester, UK SERVQUAL: a primer SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications (Parasuraman et al., 1985; 1986; 1988; 1990; 1991a; 1991b; 1993; 1994; Zeithaml et al., 1990; 1991; 1992; 1993). The ABI/Inform database “Global edition”, (September 1994) reports that service quality has been a keyword in some 1,447 articles published in the period January 1992 to April 1994. By contrast SERVQUAL has been a keyword in just 41 publications. These publications incorporate both theoretical discussions and applications of SERVQUAL in a variety of industrial, commercial and not-for-profit settings. Published studies include tyre retailing (Carman, 1990) dental services (Carman, 1990), hotels (Saleh and Ryan, 1992) travel and tourism (Fick and Ritchie, 1991), car servicing (Bouman and van der Wiele, 1992), business schools (Rigotti and Pitt, 1992), higher education (Ford et al., 1993; McElwee and Redman, 1993), hospitality ( Johns, 1993), business-tobusiness channel partners (Kong and Mayo, 1993), accounting firms (Freeman and Dart, 1993), architectural services (Baker and Lamb, 1993), recreational...
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...Table of Contents Introduction 2 Theoretical background 3 Service quality 3 Service Quality Evaluation Models 4 1. SERVQUAL Model 4 Description of the company 5 Starbucks 5 Importance of Marketing Research for Service Quality 5 Research objectives 5 Methodology 6 Questionnaire 6 Questionnaire description 6 Interview 8 Appendices 9 Appendix 1 (Questionnaire) 9 Appendix 2 10 (Interview map) 10 References 11 Introduction Recently the new trend that is developing is narrowed towards offering to the customer good service despite the good product. Having high service quality is accepted as one strong competitive advantage that is difficultly built but it brings high success for the company if managed properly. Service quality is following the perceptions of the customer of what he/she thinks that quality of service is about and meeting exactly their expectation. Theoretical background Service quality Defining service quality may mainly be based on assumptions because of the intangible nature that services have. Moreover, different circumstances might shape the definition of service quality differently. (Brown, 1999) Despite the intangibility that describes the services, the second very important element when giving theory based on service quality is that services are heterogeneous. Presenting them varies from producer to producer or from client to client. Finally, the last characteristic describing the services is the inseparability...
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...European Journal of Marketing 30,1 8 Received October 1994 Revised April 1995 SERVQUAL: review, critique, research agenda Francis Buttle Manchester Business School, Manchester, UK SERVQUAL: a primer SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications (Parasuraman et al., 1985; 1986; 1988; 1990; 1991a; 1991b; 1993; 1994; Zeithaml et al., 1990; 1991; 1992; 1993). The ABI/Inform database “Global edition”, (September 1994) reports that service quality has been a keyword in some 1,447 articles published in the period January 1992 to April 1994. By contrast SERVQUAL has been a keyword in just 41 publications. These publications incorporate both theoretical discussions and applications of SERVQUAL in a variety of industrial, commercial and not-for-profit settings. Published studies include tyre retailing (Carman, 1990) dental services (Carman, 1990), hotels (Saleh and Ryan, 1992) travel and tourism (Fick and Ritchie, 1991), car servicing (Bouman and van der Wiele, 1992), business schools (Rigotti and Pitt, 1992), higher education (Ford et al., 1993; McElwee and Redman, 1993), hospitality ( Johns, 1993), business-tobusiness channel partners (Kong and Mayo, 1993), accounting firms (Freeman and Dart, 1993), architectural services (Baker and Lamb, 1993), recreational...
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