The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]

This study aimed to examine the relationship between service quality and customer satisfaction In selected banks namely Bank Islam Malaysia Berhad, CIMB Bank Berhad and Maybank Berhad which located at Jalan Kulas, Kuching. The banking industries are under Increasing pressure to demonstrate a high s...

Full description

Saved in:

Bibliographic Details
Main Authors:	Abu Bakar, Ahmad Shah, Horian, Faizam
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction Banking
Online Access:	https://ir.uitm.edu.my/id/eprint/43118/1/43118.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.43118
record_format	uketd_dc
spelling	my-uitm-ir.431182021-03-11T02:58:55Z The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.] 2014-01 Abu Bakar, Ahmad Shah Horian, Faizam Consumer satisfaction Banking This study aimed to examine the relationship between service quality and customer satisfaction In selected banks namely Bank Islam Malaysia Berhad, CIMB Bank Berhad and Maybank Berhad which located at Jalan Kulas, Kuching. The banking industries are under Increasing pressure to demonstrate a high service quality to the customers. Providing a high service quality Will give a competitive advantage to the banks in order to stay competitive in the market and profitable in the future. The data were collected from 440 respondents from walk-in customers who visited banks and fully utilized the services available in banks. Out of 440 distributed questionnaires, only 438 questionnaires were usable for an analysis. The dimensions and items in designing of questionnaires were based on literature review. questionnaire consist of the respondents demographic profiles, perceived on service quality, satisfaction towards bank service quality and overall comments to improve service quality in banks. With a better understanding of the service quality and customer satisfaction, banks would be able to become more effective on utilization of their limited resources through quality initiatives for the real needs of their customers, Results suggest that there are positive relationships between systemization of service delivery, responsiveness, reliable communication and services cape on customer satisfaction For Bank Islam Malaysia Berhad and Maybank Berhad, the findings showed that the reliability communication of service quality was found to influence customer satisfaction more than the systemization of service delivery, responsiveness and services cape aspects. Meanwhile for CIMB Bank Berhad, the findings showed that the service scape were found to Influence customer satisfaction more than the systemization of service delivery, responsiveness and reliable communication aspects- The banks should emphasize on systemization of service delivery, responsiveness, reliable communication and services cape in order to Increase the customer satisfaction. 2014-01 Thesis https://ir.uitm.edu.my/id/eprint/43118/ https://ir.uitm.edu.my/id/eprint/43118/1/43118.pdf text en public masters Universiti Teknologi MARA, Sarawak Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction Banking
spellingShingle	Consumer satisfaction Banking Abu Bakar, Ahmad Shah Horian, Faizam The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]
description	This study aimed to examine the relationship between service quality and customer satisfaction In selected banks namely Bank Islam Malaysia Berhad, CIMB Bank Berhad and Maybank Berhad which located at Jalan Kulas, Kuching. The banking industries are under Increasing pressure to demonstrate a high service quality to the customers. Providing a high service quality Will give a competitive advantage to the banks in order to stay competitive in the market and profitable in the future. The data were collected from 440 respondents from walk-in customers who visited banks and fully utilized the services available in banks. Out of 440 distributed questionnaires, only 438 questionnaires were usable for an analysis. The dimensions and items in designing of questionnaires were based on literature review. questionnaire consist of the respondents demographic profiles, perceived on service quality, satisfaction towards bank service quality and overall comments to improve service quality in banks. With a better understanding of the service quality and customer satisfaction, banks would be able to become more effective on utilization of their limited resources through quality initiatives for the real needs of their customers, Results suggest that there are positive relationships between systemization of service delivery, responsiveness, reliable communication and services cape on customer satisfaction For Bank Islam Malaysia Berhad and Maybank Berhad, the findings showed that the reliability communication of service quality was found to influence customer satisfaction more than the systemization of service delivery, responsiveness and services cape aspects. Meanwhile for CIMB Bank Berhad, the findings showed that the service scape were found to Influence customer satisfaction more than the systemization of service delivery, responsiveness and reliable communication aspects- The banks should emphasize on systemization of service delivery, responsiveness, reliable communication and services cape in order to Increase the customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Abu Bakar, Ahmad Shah Horian, Faizam
author_facet	Abu Bakar, Ahmad Shah Horian, Faizam
author_sort	Abu Bakar, Ahmad Shah
title	The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]
title_short	The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]
title_full	The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]
title_fullStr	The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]
title_full_unstemmed	The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]
title_sort	relationship between service quality and customer satisfaction in selected banks in kuching / ahmad shah abu bakar ... [et al.]
granting_institution	Universiti Teknologi MARA, Sarawak
granting_department	Faculty of Business Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/43118/1/43118.pdf
_version_	1783734680924717056

The relationship between service quality and customer satisfaction in selected banks in Kuching / Ahmad Shah Abu Bakar ... [et al.]

Similar Items