ustMODELS USED IN BANKING SERVICES Cetina Iuliana Academy of Economic Studies, Bucharest, 6, Piata Romana, ,phone: 0722-430482, email:iuliana.cetina@k.ro Mihail Nora Academy of Economic Studies, 6, Piata Romana, Bucharest, phone: 0722/369467 Usually, the marketing policy developed by companies goods has been directed towards attracting new consumers. In oppositions to such companies, service companies are first of all preoccupied with preserving their current customers. A frequent example, as an
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European Journal of Social Sciences – Volume 16, Number 2 (2010) Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing C.N. Krishna Naik Head & Chairman, Board of Studies, Sri Krishna Devaraya Institute of Management Sri Krishna Devaraya University, Anantapur, Andhra Pradesh, India E-mail: profkrishnanaik@gmail.com Swapna Bhargavi Gantasala Assistant Professor, Aurora’s P.G. College Ramanthapur, Hyderabad E-mail: sappusunnyankith@gmail.com Gantasala V. Prabhakar Director
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satisfaction. This research will focus only on service quality as a factor influencing customer’s satisfactions. The aim is to do an investigation about the service quality and customer satisfaction at A&W restaurant, Seksyen 7, Shah Alam. Using 5 SERVQUAL instruments, questionnaires will be designed and distributed to respondents. The findings will create awareness of service quality and customer satisfaction, thus help to develop future marketing strategy. 1.0 Introduction 1.1 Fast Food Industry
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emotions of their staff in providing top quality and superior services to focus on customers and additionally to market the spirit of service providing and effectiveness of staff, produce some competitive blessings for themselves. Within the current banking setting service quality is one among the most “weapons” that modify banks to differentiate though a really standardized and heavily regulated product from the competition. Following a technique supported service quality is extremely typically a “must”
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Alawneh, A., Al-Refai, H., & Batiha, K. (2013). “Measuring user satisfaction from e-Government services: Lessons from Jordan”, Government Information Quarterly 277–288. This study is about the identification of the determinants that influencing the users satisfaction towards e-Government services portal which was held in Jordan. in other words its about the determination Jordanians’ e-Satisfaction with Jordan’s e-Government services portal. Five factors were identified through past literature
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International Journal of Business and Social Science Vol. 2 No. 18; October 2011 Customers’ Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach Dr. H. S. Sandhu Director SAI Technology Campus Amritsar (Punjab) India Ms. Neetu Bala Assistant Professor Maharaja Agrasen College (University of Delhi) Vasundra Enclave Delhi, India Abstract The service quality has become a highly instrumental co-efficient in the aggressive competitive marketing
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Chapter one Introduction 1. Background to the study Although service quality in banking has been considered markedly important over the years, the topic has recently been afforded even more attention. (Crosby, 1979). Such interest may be the result of the reduced customer base and decreased market share affecting a portion of the banking industry. (Bowen and Hedges, 1993). The trend of world markets has changed noticeably from agricultural to service markets (Asian Development Outlook, 2007). All
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Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia This research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Malaysia. This research had shown us that 2 main problems faced by consumers is the issue of banking hours being too rigid and not flexible and standing in line for a long time at the banks is non-productive and a sheer waste of time. A quantitative research had conducted
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THE EXTENT OF INTERNET BANKING SERVICES USAGE IN RELATION WITH CUSTOMERS’ PERCEIVED E-SERVICE QUALITY (PeSQ) OF MALAYSIAN BANKS IN PENANG: THE MODERATING ROLE OF ADOPTERS RISK PROFILE Sri Zuliarni1, Hasnah Hj Haroon2, Sofri Yahya2 ABSTRAK Studi ini mengkaji perilaku penggunaan jasa Internet banking lanjutan dalam konteks nasabah tetap pada Bank nasional Malaysia di Penang. Kerangka penelitian berasaskan Technology Acceptance Model (TAM) dan modifikasi model Perceived e-Service Quality (PeSQ)
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conventional ones and organizations are rethinking business process designs and customer relationship management strategies. Banks are no exception to this transformation; a use of Information and Communication Technology (ICT) is revolutionizing the banking services through various unthinkable innovations
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