A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia

This study examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of commercial banking customers is conducted wherein service quality is operationalized via two distinct and well-known measures - SERV...

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Main Author:	Kamarulail, Sulaiman
Format:	Thesis
Language:	eng
Published:	2003
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/1009/1/KAMARULAIL_B._SULAIMAN.pdf
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id	my-uum-etd.1009
record_format	uketd_dc
spelling	my-uum-etd.10092013-07-24T12:10:01Z A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia 2003-06-11 Kamarulail, Sulaiman Sekolah Siswazah Graduate School HG Finance This study examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of commercial banking customers is conducted wherein service quality is operationalized via two distinct and well-known measures - SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service quality/ customer-satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship. 2003-06 Thesis https://etd.uum.edu.my/1009/ https://etd.uum.edu.my/1009/1/KAMARULAIL_B._SULAIMAN.pdf application/pdf eng validuser masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng
topic	HG Finance
spellingShingle	HG Finance Kamarulail, Sulaiman A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia
description	This study examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of commercial banking customers is conducted wherein service quality is operationalized via two distinct and well-known measures - SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service quality/ customer-satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Kamarulail, Sulaiman
author_facet	Kamarulail, Sulaiman
author_sort	Kamarulail, Sulaiman
title	A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia
title_short	A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia
title_full	A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia
title_fullStr	A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia
title_full_unstemmed	A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia
title_sort	study on the retail customers perspectives on service quality before and after merger process of two anchor bank in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	2003
url	https://etd.uum.edu.my/1009/1/KAMARULAIL_B._SULAIMAN.pdf
_version_	1747827041469726720

A Study on the Retail Customers Perspectives on Service Quality Before and After Merger Process of Two Anchor Bank in Malaysia

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