Service quality of banks after merger : consumers' perception

The purpose of this study is to determine the consumers' perception toward the service quality of bank after merger in Subang Jaya. 300 respondents were interviewed through a given questionnaire. All data obtained in this study were gathered and analyzed through two methods; descriptive and sta...

Full description

Saved in:

Bibliographic Details
Main Author:	Hong, Yong Hoe
Format:	Thesis
Language:	English English
Published:	2001
Subjects:	Banks and banking - Customer services - Quality control
Online Access:	http://psasir.upm.edu.my/id/eprint/77892/1/T%20GSM%202001%202%20%281900118304%29%20UPM%20IR.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-upm-ir.77892
record_format	uketd_dc
spelling	my-upm-ir.778922022-01-17T02:28:25Z Service quality of banks after merger : consumers' perception 2001-09 Hong, Yong Hoe The purpose of this study is to determine the consumers' perception toward the service quality of bank after merger in Subang Jaya. 300 respondents were interviewed through a given questionnaire. All data obtained in this study were gathered and analyzed through two methods; descriptive and statistical analysis by using the Statistical Package for Social Science (SPSS). This study used SERVQUAL to measure its service quality which is developed by Parasuraman, Zeithamal and Berry (1988). Descriptive analysis was used to analyzed the respondents' demographic profile and their current banking situation whereas statistical inferential analyze was used to test the significant influence of demographic variables on respondent perceptions towards the banks service quality after merger. Besides that, gap analyze was conducted by comparing every perceived and expected service quality dimensions-tangible, reliability, responsiveness, assurance and empathy. The result of gap analysis was service quality of banks after merger. The result show that there are some differences perceived by the age, income, education levels and occupation of respondents in assessing the dimensions of SERQUAL. Analyses of respondents' questionnaire show that there is huge gap between the perceived and the desired service quality of banks after merger. The service quality which is important considered by consumer the Reliability dimensions and thus it indicates that the banks after merger have to perform the promised service dependably and accurately. The least important considered by consumer is the Tangible dimension. Banks and banking - Customer services - Quality control 2001-09 Thesis http://psasir.upm.edu.my/id/eprint/77892/ http://psasir.upm.edu.my/id/eprint/77892/1/T%20GSM%202001%202%20%281900118304%29%20UPM%20IR.pdf text en public masters Universiti Putra Malaysia Banks and banking - Customer services - Quality control English
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English English
topic	Banks and banking - Customer services - Quality control
spellingShingle	Banks and banking - Customer services - Quality control Hong, Yong Hoe Service quality of banks after merger : consumers' perception
description	The purpose of this study is to determine the consumers' perception toward the service quality of bank after merger in Subang Jaya. 300 respondents were interviewed through a given questionnaire. All data obtained in this study were gathered and analyzed through two methods; descriptive and statistical analysis by using the Statistical Package for Social Science (SPSS). This study used SERVQUAL to measure its service quality which is developed by Parasuraman, Zeithamal and Berry (1988). Descriptive analysis was used to analyzed the respondents' demographic profile and their current banking situation whereas statistical inferential analyze was used to test the significant influence of demographic variables on respondent perceptions towards the banks service quality after merger. Besides that, gap analyze was conducted by comparing every perceived and expected service quality dimensions-tangible, reliability, responsiveness, assurance and empathy. The result of gap analysis was service quality of banks after merger. The result show that there are some differences perceived by the age, income, education levels and occupation of respondents in assessing the dimensions of SERQUAL. Analyses of respondents' questionnaire show that there is huge gap between the perceived and the desired service quality of banks after merger. The service quality which is important considered by consumer the Reliability dimensions and thus it indicates that the banks after merger have to perform the promised service dependably and accurately. The least important considered by consumer is the Tangible dimension.
format	Thesis
qualification_level	Master's degree
author	Hong, Yong Hoe
author_facet	Hong, Yong Hoe
author_sort	Hong, Yong Hoe
title	Service quality of banks after merger : consumers' perception
title_short	Service quality of banks after merger : consumers' perception
title_full	Service quality of banks after merger : consumers' perception
title_fullStr	Service quality of banks after merger : consumers' perception
title_full_unstemmed	Service quality of banks after merger : consumers' perception
title_sort	service quality of banks after merger : consumers' perception
granting_institution	Universiti Putra Malaysia
publishDate	2001
url	http://psasir.upm.edu.my/id/eprint/77892/1/T%20GSM%202001%202%20%281900118304%29%20UPM%20IR.pdf
_version_	1747813267787481088

Service quality of banks after merger : consumers' perception

Similar Items