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In Table 2, the frequency distribution for banking transactions per month, the most common
channels used for carrying out banking transactions were Internet banking with 233 respondents
(55.2 percent), ATMs (114, 27.0 percent), telephone banking (18, 4.3 percent), and branch banking
(57, 13.5 percent). See Table 2 for mor e details. There are two issues in correlation analysis to take
them in consideration which are the sign and the absolute value. It gives businesses a way to measure
and improve customer satisfaction and helps them understand and meet customer expectations.
Having a clearer understanding of th e relationship between serv ice quality, customer loyalty, and
customer satisfaction can help en- sure better targeting of customers using limited market- ing
resources. 8. Limitations This study has certain li mitation. Hence, this study used six dimensions for
service quality whereas five dimensions from SERVPERF scale were used to measure service quality
from the functional perspective, and network quality was added as a new dimension to measure
service quality from the technical perspective. The data was collecting using questionnaire from 130
participants through snowball sampling technique and analyzed using descriptive statistics,
frequencies, Pearson correlation analysis, as well as multiple regression analysis. Journal of
International Business Research and Marketing, 4(2),51-57. May I ask your permission for use it.!
Thank you.! S.M.I.S.Samarathunga Reply M M Kobiruzzaman says: July 8, 2022 at 11:00 am You
are permitted to use the Questionnaire. ABSTRACT This paper evaluates the impact of service
quality underlying the SERVQUAL model on customer loyalty, with cus- tomer satisfaction
mediating these variab les. Although the model developers initially proposed ten service quality
dimensions, many experts later finalized only five dimensions of service quality: Reliability,
Assurance, Tangibles, Empathy, and Responsiveness. I am hoping for your immediate and positive
response. Finally, security means freedom from danger, risk, or doubt. Ocampo Julienne Margaux A.
Andaya G. EllardJustin Pineda Deogracias Esplanada Proponents Business, Agricultural and Food
Sciences 2023: Service quality has been identified as a critical problem in the tourism industry.
Rayhan Islam M. Sarker Business 2013 Contemporary business world is very much competitive and
the success in the competition is achieved mainly through giving satisfaction to the ultimate
consumer. Reply Cindy Delgado says: June 6, 2022 at 7:45 am Dear Mr. Kobiruzzaman, Warm
greetings. Reply M M Kobiruzzaman says: June 7, 2022 at 1:17 pm Good Day dear Cindy Delgado.
Therefore, the total valid questionnaires were 356 which used in this study for analysing. 5. Data
Analysis and Results 5.1. Demographic Profiles of Respondents The demographic profiles of 356
respondents is as shown below in Table 3. Table 3. Demographics Profiles of Respondents 5.2. Factor
Analysis This study used principle components analysis (PCA) method in the exploratory factory
analysis to identify (extract) the number of underlying factors or dimensions. The Impact of Quality
Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature
Review for the State of Current Knowledge. In so doing, the review of the literature was twofold.
Also Carman (1990) and Finn and Lamb (1991) argue that for measuring the quality of one service,
in a particular field, it is needed more than an adaptation of SERVQUAL model based on the
perceptions of researchers on certain situations. The questionnaires were pre- tested with 10 selected
customers who had experience with banking at their branch. This report contains a literature review
of culture as it relates to projec. In a service organization usually more quality gaps might be
identified. Six factors were extracted which represented 6 dimensions which explained 70.372%
from total variance. The questionnaire was translated by an expert of the language from English into
Arabic to ensure the Arabic expressions were correctly written. Reply M M Kobiruzzaman says:
June 1, 2023 at 11:41 am Yes, you can use the questionnaire. If a hotel room will not be occupied in
one night, the loss can not be recovered later, because the service is no longer valid. This study was
funded by the Al-Mawred for Bank Operations Training. You have to respect the commitment to
give your service on time accurately as you promised to them. The Servqual model or five service
quality dimensions is also known as the Service Quality Model.
Data collected from 356 respondents through an online and on-field survey. Have a good day. Reply
Angie Blaise Canon says: March 4, 2022 at 4:18 am Dear Mr. Kobiruzzaman, Warm greetings. On
the basis of that, they found the SERVPERF scale to outperform the SERVQUAL scale in terms of
both reliability and validity. The changes in services provision include ATM deposit services, among
others. Rayhan Islam M. Sarker Business 2013 Contemporary business world is very much
competitive and the success in the competition is achieved mainly through giving satisfaction to the
ultimate consumer. Thank You Reply Kenneth R. Villajos. says: March 26, 2022 at 2:43 am Good
day! Mr. Kobiruzzman, I’m Kenneth R. All items were loaded into intended factors with loading
greater than 0.5 except three items RI5, EM5 and TN1. H2a: Reliability has a significant positive
impact to- ward customer loyalty. International Journal of Management Science and Business
Administration. 2022 Mar,8(3):31-38. Gloant-Automobile fixes faults in cars as promised. 2. They
are reliable in handling faults in cars. 3. They repair cars right the first time. 4. Their employees fix
car faults at the promised time. 5. The charges for services are reasonable. In the framework, the
customer satisfaction is a dependent variable and service quality dimensions is an independent
variable. Figure 1. Study’s Conceptual framework 4. Zeithaml, and Leonard L Berry, established ten
service quality dimensions based on customer evaluation. On the other hand, several researchers
found that network quality was most important factor of service quality especially in
telecommunication industry that can effect on customer satisfaction. The horizontal axis of the figure
represents the commodity’s functional fulfillment, while the vertical axis represents customer
satisfaction. CUSTOMER SATISFACTION IN AUTOMOBILE INDUSTRY Investigate the
impacts of pro. International Journal of Management Science and Business Administration, 8(1),68-
72. Bien qu'il y ait des critiques, le modele SERVQUAL reste une bonne methode d'analyse pour
comprendre les perceptions et les besoins des consommateurs. However, there is a dearth of studies
to validate the positive relationship between the variables in Namibia and Africa. The main
managerial implication of this study is that bank managers require effective recruitment and training
programs in order to ensure that their employees offer professional services, pay gr eater attention to
customer needs, and avoid revealing customer information to third parties. 7. Conclusion Banks must
continue to address customer service in order to meet the changes in the banking industry. The paper
is based on the SERVQUAL model which can be used to evaluate service quality. The data were
collected from 356 valid respondents. For this reason it all relevant dimensioins should be included
in the model. If service quality is to become the cornerstone of marketing strategy, the marketer must
have the means to measure it. In the SERVQUAL model, Sanjuq (2014) elucidates the five
dimensions of quality service as presented in table 1. SERVQUAL examines five dimensions of
service quality, responsiveness, assurance, empathy, tangible and Reliability. Based on the correlation
analysis in Table 6, there are positive correlation between dependent variable and independent
variables with highest correlation with Empathy and Network Quality. Reply M M Kobiruzzaman
says: February 12, 2023 at 4:29 pm Yes, You can adopt the questionnaire. Since then, it has been a
center of attraction for various academic and practical researchers applying it to the dynamics of
customer satisfaction within their respective domains and industries. H1b: Tangibles have a
significant positive impact on customer satisfaction toward customer loyalty. Newman Business,
Economics 2001 This paper presents a case study of a pioneering nationwide implementation of
SERVQUAL by a major UK high street bank between 1993 and 1997 at an annual cost of one
million pounds.
Six factors were extracted which represented 6 dimensions which explained 70.372% from total
variance. However, after measuring the gaps, this model recommends the most common causes of
service quality problems. Servqual M odel 10 Dimensions However, Initially, the authors of the
Servqual model presented ten dimensions of service quality that are as follows: Reliability,
Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Knowing the
Customer, also, Tangibles. Thank you Reply S.M.I.Shyamali Samarathunga says: July 5, 2022 at 3:22
pm Good day. Asubonteng K. McCleary J. E. Swan Business 1996 As competition becomes more
intense and environmental factors become more hostile, the concern for service quality grows.
Network quality dimension is newly added to measure service quality from technical aspects. It is
good when organizations know the expectancy pattern of their customers. Reply Leave a Reply
Cancel reply Your email address will not be published. This study aims to consider a five-factor
model to evaluate the service quality of solar product companies in the context of rural Punjab
(India) and validate the proposed model. From collected questionnaires, 19 questionnaires were
rejected and 217 questionnaires were valid and entered into SPSS. Rest assure that I will include the
proper citation, thank you sir. Semantic Scholar Semantic Scholar's Logo Figure 2 of 8 Stay
Connected With Semantic Scholar Sign Up What Is Semantic Scholar. I’m Jerlyn Enriquez, a third-
year college student at the University of Perpetual Help System Dalta-Calamba Campus.
Accordingly, the telecom mobile companies should consider the service quality from functional
perspective. SERVQUAL Model is a multi-dimensional research process intended to measure the
gap scores between expected and perceptions of service quality of the customers based on five
dimensions. May I ask permission to use this questionnaire for my action research. Research Leap is
where business practice meets research. Hence, this study used dimensions of SERVPERF model
(Tangibles, Reliability, Responsiveness, Assurance and Empathy) as functional dimensions of service
quality to measure their impact on customer satisfaction in Yemeni mobile telecom companies.
International Journal of Management Science and Business Administration, 8(3), pp.31-38. The
customers evaluate the services received from organizations. This study is measuring service quality
by using SERVQUAL- a perceived service quality questionnaire methodology. For example, the
main objective of NPM is to take a customer-oriented approach to improve service quality delivery.
Mengi Business, Economics 2009 Customer service is an integral part of any facet of banking and it
defines the future of any banking organization. Based on the correlation analysis in Table 6, there are
positive correlation between dependent variable and independent variables with highest correlation
with Empathy and Network Quality. In terms of legislation, the Banking and Financial Act 2000
governs the conduct of banks in Saudi Arabia. The Sana’a city is a capital of Yemen and it is
considered a biggest city and it has large population estimated by 3,931,750 subscribers according to
NIC (1,444,250 subscribers from MTN; 1,355,250 subscribers from Sabafon; and 1,132,250
subscribers from Yemen Mobile). SERVQUAL Survey Questionnaire The Servqual survey refers to
the instruments of the Servqual model. Finally, based on the evidence from the national context,
Uahengo and Shihomeka (2018) conducted a study to assess the impact of quality service on the
organizational performance of one bank in Namibia using descriptive statistics. In spite of an
extensive number of studies on service quality, the role of service quality and customer satisfaction in
tourism industry and their relationship have remained unanswered. Journal of International Business
Research and Marketing, 3(6),22-34. It was inspired by the ideologies of Churchill and Surprenant
(1982), Kano et al. (1984), and Parasuraman et al. (1985) on customer satisfaction theory.
Reply Lovely Gascon says: October 4, 2022 at 6:59 am Good day, Mr. Kobiruzzaman, May I ask
permission to use this questionnaire for our research study entitled “Food Sanitation, Service Quality
and Customer Satisfaction.” Thank you very much and I am hoping for your response. Another
conclusion of the study underscores the importance of different dimensions depending on tourist
nationality. Many service quality gaps are reviewed in this paper. However, after measuring the gaps,
this model recommends the most common causes of service quality problems. Servqual M odel 10
Dimensions However, Initially, the authors of the Servqual model presented ten dimensions of
service quality that are as follows: Reliability, Responsiveness, Competence, Access, Courtesy,
Communication, Credibility, Security, Knowing the Customer, also, Tangibles. Because of that, the
focus is always on customer needs and not on the measuring system or the organization’s perception;
the way they would like to see themselves. The ease and convenience offered by technologies such
as mobile phones and the internet have help ed Saudi financial in stitutions serv e the domestic
economy and their customers. For example, the organization maintains a clean environment, and
staff follows the appropriate dress code. 4. Empathy Empathy means focusing on the customers
attentively to ensure caring and distinguishing service. View all posts by M M Kobiruzzaman Author
M M Kobiruzzaman Posted on September 15, 2020 February 1, 2024 Categories Communication
Model, Communication Types, Corporate Communication, Theory and Model Tags Model,
Questionnaire, Theory 52 thoughts on “Five Dimensions of Service Quality- Servqual Model of
Service Quality” David Stout says: December 6, 2023 at 2:00 am Greetings Mr. Kobiruzzaman,
Thank you for sharing this helpful article. The causes of these differences were related to: default on
standardized procedures, self managers, recruitment process is not standardized, inadequate training
for front-line staff. May I ask permission to use this questionnaire for my action research. This calls
for further investigation into the phenomena, mainly from Africa, where little attention has been
given. Service Quality In Saudi Bank Tangibles Rel i abi li ty R esponsiveness E mpathy A ssurance
Customer Loyalty. The results indicate a moderate effect of quality service on customer satisfaction
requiring further improvement. Il est utilise pour comparer les scores SERVQUAL d'une entreprise
avec ses concurrents. ABSTRACT This paper evaluates the impact of service quality underlying the
SERVQUAL model on customer loyalty, with cus- tomer satisfaction mediating these variab les.
Evidence from the empirical literature was used to draw the research gap and subsequently led to the
formation of the conceptual framework for future research. In the end, this resulted in the following
ten dimensions that still play an important role in the SERVQUAL Model. Security is meant to add
trust to the service and proper access for the consumer. Bien qu'il y ait des critiques, le modele
SERVQUAL reste une bonne methode d'analyse pour comprendre les perceptions et les besoins des
consommateurs. Rest assure that I will include the proper citation, thank you sir. Therefore, the five-
service quality dimension model was introduced in 1988 by A Parsu Parasuraman, Valarie A.
Moreover, demand for service in the hotel industry. Rayhan Islam M. Sarker Business 2013
Contemporary business world is very much competitive and the success in the competition is
achieved mainly through giving satisfaction to the ultimate consumer. Research Leap is an
international journal hosting platform for business research, management and innovation. Finally, this
study is limited as it provides no qualitative perspective. H2: Reliability of perceived service quality
will have a positive significant with Customer Satisfaction. Finally, we witnessed commercial banks
commonly amending their services, which was more evident during the era of the COVID-19
pandemic. Reply M M Kobiruzzaman says: June 23, 2022 at 4:32 pm You are allowed to adopt the
questionnaire. However, reliability was found to be non-significant for customer satisfaction.
However, whether these amendments have enhanced, or reduced customer satisfaction remains
unclear.
Frequency distribution for banking transactions per month. The annual growth of the industry is
estimated at 12 to 15 percent for the upcoming years. Saudi banks should consider IT issues such as
this and use IT as a measurement for customer loyalty; this will provide a better reflection of the
current banking envi- ronment. It will be a great opportunity for us if you allowed it. Responsiveness
is about promptly and adequately responding to customer questions or complaints. Nirwana which is
engaged in the sale and service of office equipment maintenance. Some of these models applied in
hotel industry will be reviewed in this work using an exploratory approach and comparing method.
For instance, in the way employees carry out policy. This study provides a review of the literature on
the influence of service quality on customer satisfaction in the banking sector amidst the COVID-19
pandemic to determine the existing research gap. If a satisfaction survey mainly depends on the
transactions between supplier and buyer, the observed quality is measured through generic,
environmental factors. Most of these workers travel back to their home countries at least once a year
and need to use their bank accounts overseas. Mengi Business, Economics 2009 Customer service is
an integral part of any facet of banking and it defines the future of any banking organization. This is
indicative of customers’ negative perceptions of the service provision within the banking sector,
which is a critical concern and failure to address it can lead to customer dissatisfaction that can
hinder the national agenda for achieving the desired growth under the vision 2030. We are the
college students from Santo Tomas College of Agriculture, Sciences and Technology, Philippines
writing our research paper. The literature review shows that majority of the studies were quantitative
and present inconclusive findings on the impact of quality service on customer satisfaction. It is also
a great process to satisfy customers psychologically and increase confidence, trust, and loyalty. A
review of the literature re veals that no research has yet applied the SERVQUAL model to customer
loyalty in a developing country such as Saudi Arabia. Many service quality gaps are reviewed in this
paper. H4b: Empathy has a significant positive impact on customer satisfaction toward customer
loyalty. Semantic Scholar is a free, AI-powered research tool for scientific literature, based at the
Allen Institute for AI. For example, they become active listeners when employees speak and
recognize regular customers by name. 5. Responsiveness Responsiveness refers to the eagerness to
assist customers with respect and provide quick service to satisfy them. H5a: Assurance will have a
positive effect toward customer loyalty. International Journal of Business Administration, 5(4), 77.
Having a clearer understanding of th e relationship between serv ice quality, customer loyalty, and
customer satisfaction can help en- sure better targeting of customers using limited market- ing
resources. 8. Limitations This study has certain li mitation. For example, the main objective of NPM
is to take a customer-oriented approach to improve service quality delivery. However, the results are
inconclusive given both direct and indirect relationships between quality service and customer
satisfaction among various studies. H6b: Customer satisfaction has a significant positive impact on
customer loyalty. 4. Method To test the above hypotheses, we conducted a survey of customers of
several local banks in Riyadh, the capital of Saudi Arabia. Credibility is about to what extent the
organisation’s message is believable and reliable. Citation For This Article (APA 7th Edition)
Kobiruzzaman, M. M. (2024). Five Dimensions of Service Quality- Servqual Model of Service
Quality. It is a multi-dimensional research system representing a customer satisfaction framework to
satisfy customers.
Based partly on the pre-test, we refined the original questions and made some other changes to the
questionnaire. The mobile companies should provide loyalty programs as message for their
customers. Saudi banks should consider IT issues such as this and use IT as a measurement for
customer loyalty; this will provide a better reflection of the current banking envi- ronment. This is in
line with the finding that customers may remain with a company even if they are dissatisfied because
they feel they have no choice. Reply M M Kobiruzzaman says: September 30, 2022 at 2:14 pm You
are permitted to use this questionnaire and thank you. Reply S.M.I.S.Samarathunga says: July 6,
2022 at 3:59 am Dear sir, I would like your permission to use your questionnaire to assess the
SERQUAL model questionnaire as an instrument in my research study. Semantic Scholar is a free,
AI-powered research tool for scientific literature, based at the Allen Institute for AI. This an alytica l
stu dy is mainly based on the pr imary data co llected thro ugh a questionnaire that was personally
administered to 422 i ndividuals selected from five local banks in Riyadh, Saudi Arabia. We would
like to ask your permission to adapt your questionnaires to be used in our research study.
Understanding how to improve the service quality of your product is the key step to growth for any
organization. This study aims to consider a five-factor model to evaluate the service quality of solar
product companies in the context of rural Punjab (India) and validate the proposed model. Another
conclusion of the study underscores the importance of different dimensions depending on tourist
nationality. These 5 dimensions influence the quality of service, but also the service delivery process
which consequently influence the level of customer satisfaction. Data collected from 356
respondents through an online and on-field survey. I’m currently making my research right now for
my research study and the title of the study is somehow related to your study. Finally, this study is
limited as it provides no qualitative perspective. Thank you so much. Reply M M Kobiruzzaman
says: June 1, 2022 at 3:57 pm Yes, You may utilize the questionnaires for your study. The resulting
competition is especially no- ticeable in the corporate and private banking sectors, where customers
are able to choose from a range of do- mestic and international financial institutions and banks. The
customers evaluate the services received from organizations. Furthermore, the study highlighted the
contribution of each service quality dimension in forecasting overall customer satisfaction. Therefore,
the exploratory factor analysis was applied on 27 items of the dimensions of independent variable
(Tangibles, Reliability, Responsiveness, Assurance, Empathy and Network Quality). However, the
results are inconclusive given both direct and indirect relationships between quality service and
customer satisfaction among various studies. The SERVQUAL Model enables organisations to learn
which factors play a role how the customer’s expectancy pattern is formed. Finally, based on the
evidence from the national context, Uahengo and Shihomeka (2018) conducted a study to assess the
impact of quality service on the organizational performance of one bank in Namibia using descriptive
statistics. Reply M M Kobiruzzaman says: June 1, 2023 at 11:41 am Yes, you can use the
questionnaire. They started their research due to the desire to increase the international
competitiveness of China’s hotels using the SERVQUAL model. SERVQUAL Model Original
Questionnaire SERVQUAL Questionnaire For Customer Satisfaction Reliability 1. Negative values
indicate that the quality of service is not quality and consumers do not feel satisfaction with the
services provided by the company. Journal of International Business Research and Marketing,
3(6),22-34. As the framework shows, the presen t study examines the rela- tionships between
tangibles, reliability, responsiveness, assurance, empathy with customer satisfaction, and cus- tomer
loyalty. In addition, the paper discusses how to use this method measuring and evaluating the service
quality in practice.
Journal of International Business Research and Marketing, 3(6),22-34. Therefore, there is a need for
further qualitative exploration of the phenomenon. The horizontal axis of the figure represents the
commodity’s functional fulfillment, while the vertical axis represents customer satisfaction. Reply M
M Kobiruzzaman says: February 12, 2023 at 4:29 pm Yes, You can adopt the questionnaire.
Particularly, in the hospitality industry, Marsrurul (2019); and Alauddin et al. (2019) found a positive
impact of all the dimensions of service quality on customer satisfaction while Tessera et al. (2016);
and Ali et al. (2021) indicate inverse effects of reliability and assurance on customer satisfaction.
May I ask permission to use this questionnaire for my action research. White, 1999, “Analysing
service quality in the hospitality industry”, Managing Service Quality, Vol. 9 No. 2, pp.136-143.
H5a: Assurance will have a positive effect toward customer loyalty. H1b: Tangibles have a
significant positive impact on customer satisfaction toward customer loyalty. SERVQUAL Model
Published in 2010 Influence of Service Quality on Customer Satisfaction Application of Servqual
Model R. Lastly, the analyses from the SERVQUAL model reveal mixed results where some of the
dimensions of quality service show a positive impact on customer satisfaction while others show
negative effects. Profile Description Number of Respondents (%) 18 - 29 165 39.0 30 - 39 119 28.2
40 - 49 96 22.7 Age 50 and above 42 10.1 Male 243 57.9 Gender Female 179 42.1 High school 141
33.4 Bachelor Degree 178 42.2 Master’s Degree 71 16.8 Education Level Doctoral Degree 32 7.6
Less than 5000 SAR 80 18.5 5000 - 10,000 SAR 131 31.0 10001 - 15,000 SAR 143 33.9 Income per
month 15,001 SAR and over 68 16.6 Open Access AJIBM. View all posts by M M Kobiruzzaman
Author M M Kobiruzzaman Posted on September 15, 2020 February 1, 2024 Categories
Communication Model, Communication Types, Corporate Communication, Theory and Model Tags
Model, Questionnaire, Theory 52 thoughts on “Five Dimensions of Service Quality- Servqual Model
of Service Quality” David Stout says: December 6, 2023 at 2:00 am Greetings Mr. Kobiruzzaman,
Thank you for sharing this helpful article. A framework of this study was formulated accordingly as
shown in Figure 1. I’m Jerlyn Enriquez, a third-year college student at the University of Perpetual
Help System Dalta-Calamba Campus. Re- sults from the present study’s hypotheses testing also
show that responsiveness has a positiv e relationship with customer satisfaction. In the hotel industry,
also other attributes, such as imprecise standards, short distribution channel, reliability and
consistency, face to face interaction and information exchange, and fluctuating demand have been
identified and further complicate the task of defining, delivering and measuring service quality.
Network quality dimension is newly added to measure service quality from technical aspects. Few
studies have assessed customer loyalty in Saudi banking. Andaya Ellard Justin Pineda Deogracias
Esplanada Business, Agricultural and Food Sciences Quantum Journal of Social Sciences and
Humanities 2023 Service quality has been identified as a critical problem in the tourism industry.
Using comparing method, this study examines the differences found between the number of s. Rest
assure that I will include the proper citation, thank you sir. Understanding how to improve the service
quality of your product is the key step to growth for any organization. Reply Leave a Reply Cancel
reply Your email address will not be published. It is interesting to study the expectations of the
internal customers about the services provided by their offices and their perceptions about the same
as their lookout towards the services is completely different from that of the customers. I am now in
the middle of finishing my thesis for Tourism Magister Degree. The telecom mobile companies in
Yemen face a problem of decreasing customers’ satisfaction with their services. For example, they
become active listeners when employees speak and recognize regular customers by name. 5.
Responsiveness Responsiveness refers to the eagerness to assist customers with respect and provide
quick service to satisfy them. Reply M M Kobiruzzaman says: December 6, 2021 at 3:30 pm Yes,
you may use the questionnaire with citation Reply Eugene M. Baybayon says: January 10, 2024 at
1:17 am Dear Mr. Kobiruzzaman, Good day.