Service Quality and Customer Satisfaction in Banking - Free Paper with Annotated Bibliography

1 The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in ecommerce settings: A cross-cultural analysis.

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2010)

Kassim, N., & Asiah Abdullah, N. To assess the relationship between satisfaction, trust, perceived quality and loyalty across two cultures. Ease of use is positively related to customer satisfaction

Website design is positively related to customer satisfaction

Responsiveness is positively related to customer satisfaction. service quality customer satisfaction

The research used a survey when testing the dimensionality of the perceived quality of service.

It analyzed the responses using varimax rotation and oblique rotation. The research used a sample of 357 participants Service quality has significant impact in customer satisfaction The study employed convenience sampling with the absence of a fully matched profile of participants.

2 Service Quality and Rural Bank Customer Satisfaction in Adamawa State, Nigeria

(2016)

Mohammad, H. I., Yakubu, K. M., Bawuro, F. A., & Magaji, B. Y To conduct an assessment of rural customer satisfaction using the SERVQUAL model. There is no significant association between rural bank customer satisfaction and tangibles Reliability, Assurance, Responsiveness, Empathy and Tangible Customer satisfaction The research used as survey method and descriptive design.

Data obtained was analysed using correlational and regression analysis. The study used a sample size of 417 participants Reliability, Assurance, Responsiveness, Empathy and Tangibles satisfy customers The scope of the research was limited since it examined only one state.

3 Exploring the dimensions of mobile banking service quality: Implications for the banking sector.

(2016)

Nisha, N. To investigate the service qualities and factors that impact a customer's intention to use mobile banking services in Bangladesh The exists a strong relationship between empathy ,responsiveness reliability, tangibility and customer's satisfaction of mobile banking services. Reliability, responsiveness, tangible, and empathy Customer satisfaction The study used the hybrid model to identify different service qualities. The study used 166 respondents Reliability, responsiveness, tangible, and empathy increase customer satisfaction. The research methods was subjective.

4 Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

(2015)

Okeke, T. C., Ezeh, G. A., & Ugochukwu, N. O. A. To investigate the relationship between service quality dimensions and customer satisfaction in mobile banking services within Nigeria There exists a significant association between customer satisfaction and security, price, perceived risk, responsiveness, tangibility reliability and guarantee Security, price, perceived risk, responsiveness, tangibility reliability and guarantee Customer Satisfaction Data was collected using a questionnaire The study sampled responses from 258 participants The study found that security, price, perceived risk, responsiveness and guarantee are important in augmenting client satisfaction The study was limited by using the questionnaire as the only mode of data collection.

Secondly, the distribution of the questionnaires was mainly done online hence limiting the randomized concept.

5 Mobile banking adoption in Nigeria

(2015)

Bankole, F. O., Bankole, O. O., & Brown, I.

To investigate factors that effect the approval of mobile banking in Nigeria. Individuality has a positive association with mobile banking acceptance. Trust, Privacy, Satisfaction, Social factor, behaviour, individualism, cost convenience Mobile banking adoption. The research collected data using a cross sectional survey

To understand mobile banking adoption, the study employed a deductive approach which was used to test several hypothesis The study enlisted 231 participants Culture is a significant factor influencing mobile banking adoption. The limitation of the study was that it used very few participants which was only a fraction of mobile banking users.

6 Mobile phone banking in Nigeria: benefits, problems and prospects

(2018)

Agwu, E., & Carter, A. L

To investigate the levels of usage and non-usage of mobile banking services in Nigeria. Phone banking is more established than internet banking Cost, maintenance, education, poverty, infrastructure usage of mobile banking The methodology used in the research was review of literature as well as the collection of primary data through interviews and focus group discussions. The study used 20 participants Cost, maintenance, education, poverty, infrastructure have high correlation with the use of mobile banking. Response bias cannot be disregarded since the research used a few participants.

7 E-banking Service Quality in UAE: Customers' Perspective.

(2014)

Joghee, S.

To evaluate the quality of service of e-banking using the perspective of customers Loyalty, image, empathy, responsiveness, reliability, infrastructure, assurance have a significant relationship with customer satisfaction Loyalty, image, empathy, responsiveness, reliability, infrastructure, assurance. Customer satisfaction The study used a structured questionnaire which collected data from bank customers. The study used 400 participants Loyalty, image, empathy, responsiveness, reliability, infrastructure, assurance have a significant relationship with customer satisfaction The research was limited since the close ended questionnaire may not have attained the exact answer the respondents wanted to give.

8 A Proposed Scale for Assessing Mobile App Service Quality

(2017)

Kumar, R To evaluate the quality of service of e-banking using the perspective of customers. -- Service recovery mobile app design, assurance, customization

, functionality, and fulfilment Mobile service quality The research conducted a literature review to construct the MappSql scale. -- Proposed a framework of 6 generic service qualities. The literature reviewed were not recent

9 Enabling development through governance and mobile technology

(2013)

Ojo, A., Janowski, T., & Awotwi, J To provide a conceptual framework that elaborates the relationship between governance, ICT and Citizen capabilities There exists an association among governance, information communication, citizen abilities Mobile technology Governance The research uses the Choice framework and the Structuration theory The study used 45 women as participants there was three important governance mechanism, which could be employed. They included mobilizing local communities to produce local content, updating financial and telecommunication content regulations and engaging NGO's and building capacity for financial and telecom management.

The research may have been limited by researcher bias.

10 Influence of service quality on customer satisfaction: Application of SERVQUAL model.

(2010)

Krishnamurthy, R., SivaKumar, M. A. K., & Sellamuthu, P.

To investigate the influence of perceived service quality on the satisfaction of customers. Increasing service quality fosters customer satisfaction Service quality Customer satisfaction The study employed a descriptive approach, which collected primary data through personally administered questionnaires. The study used 300 respondents The SERVQUAL model can be used as a framework for assessing the service quality since it is designed to customer expectations and their perception of service.

The limitation of the research was that the truthfulness of the participants could not be ascertained.