Service Quality, Customer Satisfaction and Service Loyalty in Retail Banking Sector in Mongolia and Malaysia
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 7
Abstract
The goal of this research was to fill the gap in service quality idea and offer a more (interested in the whole or the completeness of something) view, by measuring, testing/evaluating and exploring the relationship of service quality on customer happiness (from meeting a need or reaching a goal) and service loyalty in the big picture of Mongolia retail banking industry. The purpose of this research is four times, first, to validate the reliability and (something is truly what it claims to be) of SERVQUAL model. Second, is to identify the critical dimension of service quality in relation to service loyalty and customer happiness (from meeting a need or reaching a goal). Third, is to identify the interrelation between these factors within the big picture of the part/area. Lastly, is to (check for truth/prove true) that country of different culture has clear/separate service quality dimension which affect customer happiness (from meeting a need or reaching a goal) and service loyalty. This research began/tried (having to do with measuring things with numbers) approach to (accomplish or gain with effort) the research goal in (asking lots of questions about/trying to find the truth about) relationship between service quality's dimension, customer happiness (from meeting a need or reaching a goal) and service loyalty. The study collected a total number of 400 samples equally divided into Mongolia and Malaysia. The result of the study was reported through descriptive statistic and (related to figuring something out from what you're told) statistic to help meaningful (act of asking questions and trying to find the truth about something). The finding showed that the strongest service quality's dimension in (describing a possible future event) customer happiness (from meeting a need or reaching a goal) is promise for both Mongolia(β =0.273) and Malaysia (β=0.276) retail banking. In the big picture of service loyalty, the strongest (describe a possible future event) or for both countries is different which reliability (β =0.238) is strongest (describe a possible future event) or for Mongoliaand deeply caring, understanding feelings (β =0.420) is strongest (describe a possible future event) or of Malaysia. What's more, results also point to/show that customer happiness (from meeting a need or reaching a goal) is a (person who tries to settle an argument) between the relationship between service quality and service loyalty.
Authors and Affiliations
Urnaa Khaliunaa, Marwan Mohammed Ali Hayash, Dr. Sara Ramzani, Prof. Dr. Valliappan Raju
Keywords
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- DOI 10.9790/487X-2007085170.
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