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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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Main Author: Lye, Kim Soon
Format: Thesis
Language:English
Published: 2012
Subjects:
HF5415.33 Consumer Behavior.
HG Finance
Online Access:https://etd.uum.edu.my/3772/7/91580.pdf
https://etd.uum.edu.my/3772/
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spelling my.uum.etd.37722023-07-05T09:04:50Z https://etd.uum.edu.my/3772/ Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks Lye, Kim Soon 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 NonPeerReviewed text en https://etd.uum.edu.my/3772/7/91580.pdf Lye, Kim Soon (2012) Basic, Excitement and Performance Factor of Customer Satisfaction in Malaysian Banks. PhD. thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
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
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
publishDate 2012
url https://etd.uum.edu.my/3772/7/91580.pdf
https://etd.uum.edu.my/3772/
_version_ 1772814584469520384
score 13.211869

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