The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia
Customer satisfaction is a key element for this banking industry which is strongly connected to service quality and it also leads to increased probability when there is improved service quality. Thus, that service quality is the most important factor of success in the banking industry. This study at...
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my-uum-etd.99562022-10-12T01:57:55Z The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia 2021 Indrani, Ravinthiran Mohd Nafi, Siti Noratisah School of Business Management School of Business Management HF5415.33 Consumer Behavior. Customer satisfaction is a key element for this banking industry which is strongly connected to service quality and it also leads to increased probability when there is improved service quality. Thus, that service quality is the most important factor of success in the banking industry. This study attempts to investigate the impact of service quality dimensions on customer satisfaction in banking sector of Penang, Malaysia. The study aims to determine the impacts of service quality dimensions (Reliability, Responsiveness, Assurance, Empathy, Tangible) on customer satisfaction in banking sector in Penang, Malaysia. The study is conducted to see whether there is any significant relationship between service quality dimensions and customer satisfaction in banking sector, Malaysia. The population of the study are limited to 10 commercial bank branches in Penang. The research sample of this study will be based from the above mentioned 10 commercial bank branches in Penang. Thus, 250 respondents were chosen as the sample size by the researchers. The research instrument used was a questionnaire using a Likert scale and the results were analysed through the Statistical Package for the Social Sciences (SPSS) to measure whether there is a significant relationship between the study variables. In a nutshell, it can be concludes that service quality has a positive influence on customer satisfaction. It explored on the impact of service quality dimensions on customer satisfaction in banking sector and so the findings clearly explain that a good service quality will improve customer satisfaction and vice versa. 2021 Thesis https://etd.uum.edu.my/9956/ https://etd.uum.edu.my/9956/1/depositpermission_s825899.pdf text eng staffonly https://etd.uum.edu.my/9956/2/s825899_01.pdf text eng public other masters Universiti Utara Malaysia |
| institution |
Universiti Utara Malaysia |
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UUM ETD |
| language |
eng eng |
| advisor |
Mohd Nafi, Siti Noratisah |
| topic |
HF5415.33 Consumer Behavior. |
| spellingShingle |
HF5415.33 Consumer Behavior. Indrani, Ravinthiran The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia |
| description |
Customer satisfaction is a key element for this banking industry which is strongly connected to service quality and it also leads to increased probability when there is improved service quality. Thus, that service quality is the most important factor of success in the banking industry. This study attempts to investigate the impact of service quality dimensions on customer satisfaction in banking sector of Penang, Malaysia. The study aims to determine the
impacts of service quality dimensions (Reliability, Responsiveness, Assurance, Empathy, Tangible) on customer satisfaction in banking sector in Penang, Malaysia. The study is conducted to see whether there is any significant relationship between service quality
dimensions and customer satisfaction in banking sector, Malaysia. The population of the study are limited to 10 commercial bank branches in Penang. The research sample of this study will be based from the above mentioned 10 commercial bank branches in Penang. Thus, 250 respondents were chosen as the sample size by the researchers. The research instrument used was a questionnaire using a Likert scale and the results were analysed through the Statistical Package for the Social Sciences (SPSS) to measure whether there is a significant relationship between the study variables. In a nutshell, it can be concludes that service quality has a positive influence on customer satisfaction. It explored on the impact of service quality dimensions on customer satisfaction in banking sector and so the findings clearly explain that a good service quality will improve customer satisfaction and vice versa. |
| format |
Thesis |
| qualification_name |
other |
| qualification_level |
Master's degree |
| author |
Indrani, Ravinthiran |
| author_facet |
Indrani, Ravinthiran |
| author_sort |
Indrani, Ravinthiran |
| title |
The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia |
| title_short |
The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia |
| title_full |
The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia |
| title_fullStr |
The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia |
| title_full_unstemmed |
The impacts of service quality dimensions on customer satisfaction of banking sector in Penang, Malaysia |
| title_sort |
impacts of service quality dimensions on customer satisfaction of banking sector in penang, malaysia |
| granting_institution |
Universiti Utara Malaysia |
| granting_department |
School of Business Management |
| publishDate |
2021 |
| url |
https://etd.uum.edu.my/9956/1/depositpermission_s825899.pdf https://etd.uum.edu.my/9956/2/s825899_01.pdf |
| _version_ |
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