Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks

As customer satisfaction could lead to higher level of loyalty and profitability, many organizations such as banks have strategy level initiatives to assess and manage attributes that lead to higher overall customer satisfaction. The problem is past studies in customer satisfaction research have alw...

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主要作者:	Lye, Kim Soon
格式:	Thesis
语言:	eng
出版:	2012
主题:	HF5415.33 Consumer Behavior. HG Finance
在线阅读:	https://etd.uum.edu.my/3772/7/91580.pdf
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id	my-uum-etd.3772
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng
advisor	Hussin, Zolkafli Othman, Abdul Rahim
topic	HF5415.33 Consumer Behavior. HG Finance
spellingShingle	HF5415.33 Consumer Behavior. HG Finance Lye, Kim Soon Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks
description	As customer satisfaction could lead to higher level of loyalty and profitability, many organizations such as banks have strategy level initiatives to assess and manage attributes that lead to higher overall customer satisfaction. The problem is past studies in customer satisfaction research have always assumed a linear relationship whereby performance of some service or product attributes may directly affect overall customer satisfaction. However, several recent researches are suggesting that the existence of a non-linear and asymmetric response of satisfaction to attribute level performance could lead to the misallocation of resources by organizations. This study aims to examine the service quality and service feature attributes of Malaysian bank customer satisfaction to reveal the presence of the factor structure. It has been argued that service determinants impact overall customer's satisfaction differently according to the predominant characteristics such as basic factors, exciting factors and performance factors. To further incorporate the complexity of their non-linear and asymmetric nature, the study will also examine relationship between individual attribute performance and overall customer satisfaction. The primary research methodology of this study will be based on a quantitative method of multiple regression using dummy variables. A convergence test will be conducted using the qualitative method of critical incident technique. The result of this study indicates that customer satisfaction consists of performance. basic and exciting factors which have different impact of satisfaction/dissatisfaction depending on their performance level. There are supports to the findings using the qualitative methods although for some attributes the classification differs. as there are limitations to the methodology. In addition to the different characteristics of the factor. The study also shows some support that resources will be misallocated, if these factors were analyzed using the traditional linear model of importance performance analysis.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Lye, Kim Soon
author_facet	Lye, Kim Soon
author_sort	Lye, Kim Soon
title	Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks
title_short	Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks
title_full	Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks
title_fullStr	Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks
title_full_unstemmed	Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks
title_sort	basic, excitement and performance factor of customer satisfaction in malaysian banks
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2012
url	https://etd.uum.edu.my/3772/7/91580.pdf
_version_	1776103622810009600
spelling	my-uum-etd.37722023-07-05T09:04:50Z Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks 2012-08 Lye, Kim Soon Hussin, Zolkafli Othman, Abdul Rahim Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. HG Finance As customer satisfaction could lead to higher level of loyalty and profitability, many organizations such as banks have strategy level initiatives to assess and manage attributes that lead to higher overall customer satisfaction. The problem is past studies in customer satisfaction research have always assumed a linear relationship whereby performance of some service or product attributes may directly affect overall customer satisfaction. However, several recent researches are suggesting that the existence of a non-linear and asymmetric response of satisfaction to attribute level performance could lead to the misallocation of resources by organizations. This study aims to examine the service quality and service feature attributes of Malaysian bank customer satisfaction to reveal the presence of the factor structure. It has been argued that service determinants impact overall customer's satisfaction differently according to the predominant characteristics such as basic factors, exciting factors and performance factors. To further incorporate the complexity of their non-linear and asymmetric nature, the study will also examine relationship between individual attribute performance and overall customer satisfaction. The primary research methodology of this study will be based on a quantitative method of multiple regression using dummy variables. A convergence test will be conducted using the qualitative method of critical incident technique. The result of this study indicates that customer satisfaction consists of performance. basic and exciting factors which have different impact of satisfaction/dissatisfaction depending on their performance level. There are supports to the findings using the qualitative methods although for some attributes the classification differs. as there are limitations to the methodology. In addition to the different characteristics of the factor. The study also shows some support that resources will be misallocated, if these factors were analyzed using the traditional linear model of importance performance analysis. 2012-08 Thesis https://etd.uum.edu.my/3772/ https://etd.uum.edu.my/3772/7/91580.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Ainin, S. and Hisham, N.H. (2008). Applying Importance-Performance Analysis to Information Systems: An Exploratory Case Study. Journal of lnformation, Information Technology and Organization. Vo. 3. Pp 95-103. Ahmad, N. and Haron, S. (2002). 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Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks

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