BANK CUSTOMERS’ PERCEPTION OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN SAUDI ARABIA
Journal Title: European Journal of Business and Social Sciences - Year 2016, Vol 4, Issue 11
Abstract
Customers’ expectations and needs is a driving force for providing quality service to current customers as well as to attract new customers. This study identifies and measures the relevant determinants of Service Quality (SERVQUAL) vis-à -vis the overall customer satisfaction levels of Saudi bank customers. The survey revealed that they have a significant positive perception towards the six SERVQUAL determinants and customer satisfaction, at 1% level. Further all the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was observed that the female customers perceived higher level of positive perception towards the SERVQUAL determinants and customer satisfaction as compared to male customers. Also, customers below 35 years had positive perception towards communication and those having bachelor’s degree and above perceive better reliability in banking services. This study provides insights to Saudi banks on appropriate banking service that suite customer needs.
Authors and Affiliations
Dr. Ibrahim Abdullah Aljasser| (Corresponding Author) Quantitative Analysis Department, College of Business Administration King Saud University, Riyadh, Kingdom of Saudi Arabia ialjasser@ksu.edu.sa, Dr. Bokkasam Sasidhar| Quantitative Analysis Department, College of Business Administration King Saud University, Riyadh, Kingdom of Saudi Arabia bbokkasam@ksu.edu.sa
Keywords
Related Articles
- EP ID EP10717
- DOI -
- Views 329
- Downloads 24
STUDENTS ATTITUDE TOWARDS HONESTY AS AN ETHICAL VALUE IN BUSINESS
Over the last decades, it has become obvious that no extensive and perspective development of economics is possible without due consideration of moral. This study explores attitudes towards the value of honesty of mas...
FACTORS AFFECTING EGG SUPPLY BUSINESS IN KENYA: A SURVEY OF THIKA WEST DISTRICT
This paper examines factors affecting egg production and distribution business in Thika West district. The district has for the past twenty years ranked among the top producers of eggs in the country. However in the...
CULTURAL IDENTITY AS SEGMENTATION TOOL: APPLICATION ON CONSUMER'S FOOD INNOVATIVENESS IN TUNISIA
The purpose of the present research is to study the possible use of cultural affiliation as a segmentation tool especially in the emerging nations. In fact, the diffusion of the western lifestyle and consumer culture,...
EFFECTS OF DISTRIBUTIVE JUSTICE COMPLAINTS RESOLUTION STRATEGIES ON CUSTOMER SATISFACTION IN KENYA’S BANKING INDUSTRY
Maintaining a loyal customer base has witnessed banks invest in various marketing strategies among them complaint resolution strategies so as to have an ever satisfied clientele. The purpose of this study is to establ...
TAXES AND ECONOMIC GROWTH: AN EMPIRICAL ANALYSIS OF PAKISTAN
The study empirically investigates the relationship between total tax revenues and economic growth in Pakistan. For estimation annual time series data from 1974 to 2010 is used. The main purpose of the research is to...