Analyzing effects of service encounter quality on customer satisfaction in banking industry
Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations....
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Growing Science
2012-04-01
|
| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol2/msl_2011_115.pdf |
| _version_ | 1819073228493029376 |
|---|---|
| author | Hossein Gazor Babak Nemati Amir Ehsani Kianoush Nazari Ameleh |
| author_facet | Hossein Gazor Babak Nemati Amir Ehsani Kianoush Nazari Ameleh |
| author_sort | Hossein Gazor |
| collection | DOAJ |
| description | Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively. |
| first_indexed | 2024-12-21T17:50:17Z |
| format | Article |
| id | doaj.art-dc2d7aa2a5ff4c658a3d79bb26d9d844 |
| institution | Directory Open Access Journal |
| issn | 1923-9335 1923-9343 |
| language | English |
| last_indexed | 2024-12-21T17:50:17Z |
| publishDate | 2012-04-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj.art-dc2d7aa2a5ff4c658a3d79bb26d9d8442022-12-21T18:55:22ZengGrowing ScienceManagement Science Letters1923-93351923-93432012-04-0123859868Analyzing effects of service encounter quality on customer satisfaction in banking industryHossein GazorBabak NematiAmir EhsaniKianoush Nazari AmelehService quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively.http://www.growingscience.com/msl/Vol2/msl_2011_115.pdfService encounter qualityService qualityCustomer satisfactionCustomer loyalty |
| spellingShingle | Hossein Gazor Babak Nemati Amir Ehsani Kianoush Nazari Ameleh Analyzing effects of service encounter quality on customer satisfaction in banking industry Management Science Letters Service encounter quality Service quality Customer satisfaction Customer loyalty |
| title | Analyzing effects of service encounter quality on customer satisfaction in banking industry |
| title_full | Analyzing effects of service encounter quality on customer satisfaction in banking industry |
| title_fullStr | Analyzing effects of service encounter quality on customer satisfaction in banking industry |
| title_full_unstemmed | Analyzing effects of service encounter quality on customer satisfaction in banking industry |
| title_short | Analyzing effects of service encounter quality on customer satisfaction in banking industry |
| title_sort | analyzing effects of service encounter quality on customer satisfaction in banking industry |
| topic | Service encounter quality Service quality Customer satisfaction Customer loyalty |
| url | http://www.growingscience.com/msl/Vol2/msl_2011_115.pdf |
| work_keys_str_mv | AT hosseingazor analyzingeffectsofserviceencounterqualityoncustomersatisfactioninbankingindustry AT babaknemati analyzingeffectsofserviceencounterqualityoncustomersatisfactioninbankingindustry AT amirehsani analyzingeffectsofserviceencounterqualityoncustomersatisfactioninbankingindustry AT kianoushnazariameleh analyzingeffectsofserviceencounterqualityoncustomersatisfactioninbankingindustry |