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Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry

This paper is conducted to find out the relationship between service quality and customer satisfaction in the Malaysian banking industry. This paper uses SERVQUAL instrument questionnaire. The variables include in this paper are Service Quality as independent variable and Customer Satisfaction as de...

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Main Authors: Tan, Lay Hong, Marimuthu, Maran
Format: Citation Index Journal
Published: 2014
Subjects:
HG Finance
Online Access:http://eprints.utp.edu.my/12066/1/Relationship%20Between%20Service%20Quality%20and%20Customer%20Satisfaction_A%20Study%20of%20Malaysian%20Banking%20Industry.pdf
http://eprints.utp.edu.my/12066/
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spelling my.utp.eprints.120662017-03-20T00:31:49Z Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry Tan, Lay Hong Marimuthu, Maran HG Finance This paper is conducted to find out the relationship between service quality and customer satisfaction in the Malaysian banking industry. This paper uses SERVQUAL instrument questionnaire. The variables include in this paper are Service Quality as independent variable and Customer Satisfaction as dependent variable. The questionnaire includes 22 items of service expectations, 22 items of service performance perceptions, two different single items of service quality and customer satisfaction. A sample size of 200 respondents is conducted in Klang Valley Cities, Malaysia. A multivariate regression analysis is performed to study the impact of banking service quality on customer satisfaction in Malaysian banking industry. The results reveal that the expectations of Malaysian banks are higher than perceptions in terms of service quality. Their expectations are not met and that the largest gap is found in Reliability dimension. The findings from regression analysis suggest that banking service quality significantly influenced by customer satisfaction. In addition, the results from multiple regressions analysis show that the Tangible dimension has the largest influence on customer satisfaction. The findings provide several implications for bank managers and service organizations on the utilization of service quality evaluation to influence customer satisfaction. Also, limitations of the research are provided and the direction for future research is suggested for further study in the area of banking service quality and customer satisfaction. Implications of this paper are provided to both academic researchers and managerial practitioners. 2014 Citation Index Journal PeerReviewed application/pdf http://eprints.utp.edu.my/12066/1/Relationship%20Between%20Service%20Quality%20and%20Customer%20Satisfaction_A%20Study%20of%20Malaysian%20Banking%20Industry.pdf Tan, Lay Hong and Marimuthu, Maran (2014) Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry. [Citation Index Journal] http://eprints.utp.edu.my/12066/
institution Universiti Teknologi Petronas
building UTP Resource Centre
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Petronas
content_source UTP Institutional Repository
url_provider http://eprints.utp.edu.my/
topic HG Finance
spellingShingle HG Finance
Tan, Lay Hong
Marimuthu, Maran
Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry
description This paper is conducted to find out the relationship between service quality and customer satisfaction in the Malaysian banking industry. This paper uses SERVQUAL instrument questionnaire. The variables include in this paper are Service Quality as independent variable and Customer Satisfaction as dependent variable. The questionnaire includes 22 items of service expectations, 22 items of service performance perceptions, two different single items of service quality and customer satisfaction. A sample size of 200 respondents is conducted in Klang Valley Cities, Malaysia. A multivariate regression analysis is performed to study the impact of banking service quality on customer satisfaction in Malaysian banking industry. The results reveal that the expectations of Malaysian banks are higher than perceptions in terms of service quality. Their expectations are not met and that the largest gap is found in Reliability dimension. The findings from regression analysis suggest that banking service quality significantly influenced by customer satisfaction. In addition, the results from multiple regressions analysis show that the Tangible dimension has the largest influence on customer satisfaction. The findings provide several implications for bank managers and service organizations on the utilization of service quality evaluation to influence customer satisfaction. Also, limitations of the research are provided and the direction for future research is suggested for further study in the area of banking service quality and customer satisfaction. Implications of this paper are provided to both academic researchers and managerial practitioners.
format Citation Index Journal
author Tan, Lay Hong
Marimuthu, Maran
author_facet Tan, Lay Hong
Marimuthu, Maran
author_sort Tan, Lay Hong
title Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry
title_short Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry
title_full Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry
title_fullStr Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry
title_full_unstemmed Relationship Between Service Quality and Customer Satisfaction: A Study of Malaysian Banking Industry
title_sort relationship between service quality and customer satisfaction: a study of malaysian banking industry
publishDate 2014
url http://eprints.utp.edu.my/12066/1/Relationship%20Between%20Service%20Quality%20and%20Customer%20Satisfaction_A%20Study%20of%20Malaysian%20Banking%20Industry.pdf
http://eprints.utp.edu.my/12066/
_version_ 1738656005973082112
score 13.211869

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