SME borrowers' satisfaction towards banking services

Banking industry is. one of the important sectors of service industry in Malaysia. Financial services in general, especially banks, compete in market place with common products and services, which cause service quality to become a critical competitive tool. The information gathered from the SME Borr...

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Main Author:	Ngu, Chiung Hung
Format:	Thesis
Language:	English
Published:	2012
Subjects:	HF Commerce HF5601 Accounting HG Finance
Online Access:	http://ir.unimas.my/id/eprint/9391/1/Ngu%20Chiung%20Hung%20ft.pdf
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id	my-unimas-ir.9391
record_format	uketd_dc
spelling	my-unimas-ir.93912023-05-25T03:30:48Z SME borrowers' satisfaction towards banking services 2012 Ngu, Chiung Hung HF Commerce HF5601 Accounting HG Finance Banking industry is. one of the important sectors of service industry in Malaysia. Financial services in general, especially banks, compete in market place with common products and services, which cause service quality to become a critical competitive tool. The information gathered from the SME Borrowers can be utilized to enhance a much more efficient marketing strategy in the banking industry. The purpose of this study is to examine the level of satisfaction by these customers in relation to the banking services in Sibu. The study also seeks to analyze the importance of the tangible and intangibles factors in the banking sector. The SERVQUAL instrument was applied to assess SME borrowing customers' expectation and perceptions of services provided by banks in Sibu and to highlight how the service factors were related to customer satisfaction. A questionaire with five-point Likert scale was conducted to measure these customers' satisfaction in all the commercial banks at Sibu. Data was analyzed using SPSS software by employing descriptive studies and paired T -test. A total of 102 respondents were chosen as sample for the study. Results showed that both tangibles and intangibles factors (tangible, reliability, responsiveness, assurance and empathy) had significant relationship in influencing the SME borrowing customers' satisfaction in Sibu, Sarawak. These results have important implications for bank managers to improve quality service. Universiti Malaysia Sarawak, (UNIMAS) 2012 Thesis http://ir.unimas.my/id/eprint/9391/ http://ir.unimas.my/id/eprint/9391/1/Ngu%20Chiung%20Hung%20ft.pdf text en validuser masters Universiti Malaysia Sarawak, (UNIMAS) Faculty of Economics and Business
institution	Universiti Malaysia Sarawak
collection	UNIMAS Institutional Repository
language	English
topic	HF Commerce HF5601 Accounting HG Finance
spellingShingle	HF Commerce HF5601 Accounting HG Finance Ngu, Chiung Hung SME borrowers' satisfaction towards banking services
description	Banking industry is. one of the important sectors of service industry in Malaysia. Financial services in general, especially banks, compete in market place with common products and services, which cause service quality to become a critical competitive tool. The information gathered from the SME Borrowers can be utilized to enhance a much more efficient marketing strategy in the banking industry. The purpose of this study is to examine the level of satisfaction by these customers in relation to the banking services in Sibu. The study also seeks to analyze the importance of the tangible and intangibles factors in the banking sector. The SERVQUAL instrument was applied to assess SME borrowing customers' expectation and perceptions of services provided by banks in Sibu and to highlight how the service factors were related to customer satisfaction. A questionaire with five-point Likert scale was conducted to measure these customers' satisfaction in all the commercial banks at Sibu. Data was analyzed using SPSS software by employing descriptive studies and paired T -test. A total of 102 respondents were chosen as sample for the study. Results showed that both tangibles and intangibles factors (tangible, reliability, responsiveness, assurance and empathy) had significant relationship in influencing the SME borrowing customers' satisfaction in Sibu, Sarawak. These results have important implications for bank managers to improve quality service.
format	Thesis
qualification_level	Master's degree
author	Ngu, Chiung Hung
author_facet	Ngu, Chiung Hung
author_sort	Ngu, Chiung Hung
title	SME borrowers' satisfaction towards banking services
title_short	SME borrowers' satisfaction towards banking services
title_full	SME borrowers' satisfaction towards banking services
title_fullStr	SME borrowers' satisfaction towards banking services
title_full_unstemmed	SME borrowers' satisfaction towards banking services
title_sort	sme borrowers' satisfaction towards banking services
granting_institution	Universiti Malaysia Sarawak, (UNIMAS)
granting_department	Faculty of Economics and Business
publishDate	2012
url	http://ir.unimas.my/id/eprint/9391/1/Ngu%20Chiung%20Hung%20ft.pdf
_version_	1783728055343120384

SME borrowers' satisfaction towards banking services

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