Evaluation of the quality of banking service in the two branches of Al-Rafidain Bank / Al-Khadra and Al-Ma`rifa Bank: A comparative study
Keywords:
Service Quality, Dimensions of Service Quality, Gap of Service QualityAbstract
This research aims to Know the extent to which some Rafidain Bank branches are committed to tangibles, reliability, responsiveness, assurance and empathy with customers when evaluating the perceived service quality, In light of the researcher’s field visit to the bank’s branches, it was found that the bank does not provide modern equipment such as automated teller machines (ATM), There is no response to the customers, and the customers remain for a long time until the demand is met, and this is the problem of the research, The importance of the research came to achieve the perceived service quality in suitability to the expectations or needs of customers to achieve customer satisfaction to maintain existing customers and earn more, The two branches of Al-Rafidain Bank / Al-Khadra and Al-Ma`rifah were selected, and the opinions of the customers of the two branches amounting to (90) samples were taken for research the questionnaire was used to measure the quality of service by equation analysis of the gap between the perceptions and expectations of customers, Rafidain Bank is one of the distinguished public sector banks, which must achieve customer satisfaction by applying the dimensions of service quality and achieving loyalty by ministries or organizations that have established the comprehensiveness of their employees with Rafidain Bank, and thus an increase in customers is achieved towards the investigated bank.
The most important conclusions and recommendations there is a weakness in responding to customers and the lack of speed of performance to solve the problem of customers, so the recommendations appeared that it is necessary to put employees to meet the needs of customers when customers arrive at the bank and increase the flexibility and innovation of employees to meet the different needs and desires of customers and follow up customers and listen to their opinions in order to determine weakness In the perceived service quality and its treatment.
References
Books & Article Internet & Thesis University Internet:
- Aladwan, CH., (2016) "the Impact of TQM and Service Employee Satisfaction on Government Service Quality: an Empirical Study in the Jordanian Public Sector" the degree of Doctor of Philosophy (Management), University of Birmingham, p. (131)
- Ali, B., & Saleh, P., & Akoi, SH., & Abdulrahman, A., & Muhamed, A., & Noori, H., & Anwar, G., (2021)" Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms" International journal of Engineering, Business and Management (IJEBM), Vol (5), No (2), p.p. (65 -77), p.(5).
- Baker,, J., & Parasuraman, A., & Grewal, D., & Voss, GB., (2002)" The influence of multiple store environment cues on perceived merchandise value and patronage intentions" Journal of Marketing, Vol. (66), No. (2), p.p. (120-141), p.(126)
- Blantron, J., & Kohlmeyer, J., (2000) "Improving IS Service Quality" The Journal of Information Technology Theory and Application (JITTA), Vol. (2), No. (1), p.p. (1-10), p.(4).
- Cronbach, L., (1951)"Essentials of Psychology Testing", (1)st ed, Harper & Row, New York, Happer & Brothers, Publishers, united states of America (U.S.A),p.(59).
- Dawi, N., (2016) " the Relationship Between Service Quality, Customer Satisfaction and Behavioral Intention with Moderating Effects of Switching Barriers" the degree of Doctor of Philosophy (Management), University of Technology Malaysia, p. (18).
- Dontoh, P., (2016) "Service Quality and Customers Satisfaction: a case of Westec Security Systems Ghana Limited"A Master’s Degree, University of Cape Coast , p. (92).
- ElSaghier, N., (2015) "Managing Service Quality: Dimensions of service quality: a study in Egypt" International Journal of African and Asian Studies, Vol. (9), No. (1), p.p. (56-63), p.(59).
- Esmaeilpour, M., & Sayadi, A., & Mirzaei, M., (2017) "Investigating the Impact of Service Quality Dimensions on Reputation and Brand Trust" International Journal of Business and Economic Sciences Applied Research (IJBESAR), Vol. (10), No. (3), p.p. (7-17), p.(10).
- Fahim, M., (2019) "The Relationship between Service Quality Dimensions and Customer Satisfaction in Public Service Organizations with Application to Egypt Air" Arab Journal of Administration, Vol. (39), No. (1), p.p. (229-258), p.(255)
- Fiore, A., & Kim, J., (2007)" An integrative framework capturing experiential and utilitarian shopping experience" International Journal of Retail and Distribution Management, Vol. (35), No. (6), p.p. (421-442), p.(430).
- Firdous, S., & Farooqi, R., (2019)" Service Quality To E-Service Quality: A Paradigm Shift ", © IEOM Society International Proceedings of the International Conference on Industrial Engineering and Operations Management Bangkok, Thailand, March(5-7) days, p.p.(1656-1666), p. (1656).
- Gobena, A., (2019) "The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia " Journal Annals of Social Sciences & Management studies, Vol. (4), No. (1), p.p. (14-23), p.(21)
- Gogoi, B., & Shillong, I., (2021)" Influence 0f Service Quality and Trust in Spreading Positive wom and Increasing Loyalty of a Tourist Location " Academy of Marketing Studies Journal, Vol. (25), No. (2), p.p. (1-14), p.(14).
- Grönroos, C., (2007)" Service Management and Marketing: Customer Management in Service Competition" (3)rd ed, John Wiley & Sons Ltd., England, p.(100-101)
- Hair, F., & William, C., & Black, J., & Babin,.E., & Anderson, A.,( 2010)"Multivariate Data Analysis: A Global Perspective" (7)th ed. Delhi: Pearson, p.(35)
- Hartwig, K., & Billert, M., (2018) " Measuring Service Quality: A Systematic Literature Review " Twenty-Sixth European Conference on Information Systems (ECIS), Portsmouth, UK, p.p. (1 -17), p. (9).
- Ighomereho, O., & Ojo, A., & Omoyele, O., & Olabode, O., (2022) "From service quality to e-service quality: measurement, dimensions and model " Journal of Management Information and Decision Sciences, Vol. (25), No. (1), p.p. (1-15), p.(4).
- Ismail, A., & Ridzuan, A., & Rose, N., & Abdullah, M., & Rahman, M., & Francis, S.,(2013) "Examining the relationship between service quality and customer satisfaction in military peacekeeping missions" Journal of Industrial Engineering and Management(JIEM), Vol. (6), No. (2), p.p. (654-667), p.(657).
- Kabir, H., (2010) " Service Quality - Expectations, perceptions and satisfaction about Service Quality at Destination Gotland"A Master’s Degree in Business Administrator, Gotland University, p. (18-20).
- Kar, B., (2016)" Service Quality and SERVQUAL Model: A Reappraisal " Academy of Marketing Studies Journal, Vol. (1), No. (2), p.p. (52-64), p.(53).
- Karlay, J., (2018) " Impact of service quality on customer satisfaction. Case study: Liberia Revenue Authority"A Master’s Degree in Business Administrator, University of Gavle, p. (7).
- Khattab, F., (2019) "Investigating the Service Quality Dimensions and their Impact on University Students’ Satisfaction in a Private Higher Education Institution in Lebanon" The degree of Doctor of Business Administration, Staffordshire University, p. (14).
- Kitapci, O., & Akdogan, C., & Dortyol, I., (2014) "The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry " Journal of Social and Behavioral Sciences, (2)nd International Conference on Strategic Innovative Marketing, p.p. (161-169), p.(162)
- Lukman, L., & Sujianto, A., & Waluyo, A., & Yahya, M., (2021)" Service Quality and Consumer Satisfaction: An Empirical Study in Indonesia " Journal of Asian Finance, Economics and Business, Vol. (8), No. (5), p.p. (971-977), p.(972).
- Matthew, O., (2008)"An analysis of the impact of service quality on satisfaction, value, and future intentions within campus recreation using performance-based measures" A Master’s Degree University of New Hampshire, p. (20).
- Mosimanegape, B., & Jaiyeoba, O., & Iwu, CH., & Mahama, CH., (2020) " Examining the relationship between service quality and customer satisfaction in the public service. The case of Botswana" Journal of Wseas Transactions on Business and Economics Doi, Vol. (17), No. (2), p.p. (579-593), p.(580).
- Mutinda, M., (2020) " The Effect of service quality on customer satisfaction among hotels in Nairobi County, Kenya"A Master’s Degree in Business Administrator, Strathmore University, p. (7).
- Na, L., (2010) "Service Quality and Customer Satisfaction in the Hotel Industry"A Master of Science in Management, University of Politecnico di Milano, p. (19).
- Neupane, R., & Devkota, M., (2017) "Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal" International journal of social science and management, Vol. (4), No. (3), p.p. (165-176), p.(166).
- Nwachukwu, L., (2016) "Investigating The Linkage Between Competitive Strategy And Human Resource Management Practices In Nigeria Medium-Sized Enterprises" A thesis degree of Doctor of Philosophy, Liverpool John Moores University, p.(187).
- Quddus, F., & Hudrasyah, H., (2014) "The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in pt. jne North Bandung Area" Journal of Business and Management, Vol. (3), No. (5), p.p. (546-556), p.(548).
- Ramseook, B., & Naidoo, B., & Lukea, D., (2010)"Measuring Service Quality: Perceptions of Employees", Global Journal of Business Research, Vol (4), No (1), p.p.(47-58), p. (41).
- Redchuk, A., (2010) " Service Quality Measurement: A New Methodology " the Degree Doctor of Philosophy, University of Rey Juan Carlos, p. (25).
- Ree, H., (2009) " Service Quality Indicators for Business Support Services" the Degree Doctor of Philosophy, University College London, p. (43)
- Rostami, A., & Khani, A., & Soltani, GH., (2016) "The Impact of E-service Quality on the Improvement of the Level of Communication with Customers of Bank Melli Branches in South Tehran Affairs Office"Journal Procedia Economics and Finance, (1)st International Conference on Applied Economics and Business(ICAEB), p.p. (448-455), p.(449).
- Saglik, E., & Gulluce, A., & Kaya, U., & Ozhan, Ç., (2014) "Service Quality and Customer Satisfaction Relationship: A Research in Erzurum Ataturk University Refectory" American International Journal of Contemporary Research, Vol. (4), No. (1), p.p. (100-117), p.(107).
- Shaham, S., (2016) " The Effect of Service Quality on Customer Satisfaction, Loyalty and Word of Mouth; Evidence from Tourists in Antalya, Turkey " A Master’s Degree in Science of Eastern Mediterranean University, Gazimağusa- North Cyprus, p. (10).
- Suciptawati, P., & Paramita, S., (2019) " Customer satisfaction analysis based on service quality: case of local credit provider in Bali" (5)th Journal of Physics: Conference Series (1321) IOP Publishing, p.p. (1 -17), p.(2).
- Supriyanto, A., & Wiyono, B., & Burhanuddin, B., (2021)"Effects of service quality and customer satisfaction on loyalty of bank customers"Journal Cogent Business & Management, p.p. (1 -17), p.(3).
- Surahman, I., & Yasa, P., & Wahyuni, N., (2020) "The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Bandung Regency " Journal Ekonomi dan Bisnis Jagaditha, Vol. (7), No. (1), p.p. (46-52), p.(47).
- Tesfaye, B., (2015) " impact of service quality on customer's satisfaction in the case of commercial bank of Ethiopia- south district Addis Ababa branch" A Master’s Degree in Business Administrator of Mary's University, p. (11).
- Trinh, T., (2017) "Measuring Service Quality and its Effect on Customer Satisfaction and Loyalty: The Case of Vietjet Air" A Master’s Degree in Business Administrator of I-Shou University, p. (5).
- Uslu, A., (2020) "The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM, and the moderating effect of atmosphere " Journal Tourism & Management Studies, Vol. (16), No. (3), p.p. (23-35), p.(25)
- van, R., (2012) " The Relationship between Service Quality and Customer Loyalty, and its Influence on Business Model Design a study in the Dutch Automotive Industry "A Master of Science in Management, University of Twente, p. (19).
- Yan, L., (2006) "an Analysis of Service Quality for Customer Satisfaction and Customer Retention---an Empirical Study on the Grey Market in Athens, Georgia" the Degree Master of Science, University of Georgia, p. (11).
- zadani, B., (2021) " Customer Satisfaction Towards Service Quality Delivery of Hossack Vietnam Company Limited "A Master of Science in Management, Tomas Bata University in zlin, p. (26).
- Zygiaris, S., & Hameed, Z., & Alsubaie, M., & Rehman, SH., (2022) "Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry" Journal Frontiers in Psychology, Vol. (13), No. (11), p.p. (1-13), p.(7).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Economics and Administration College - Karbala University
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Authors retain the copyright of their papers without restrictions.
