The effect of service quality and customer involvement on customer satisfaction
DOI:
https://doi.org/10.20397/2177-6652/2023.v23i0.2752Palabras clave:
Management, Banking industry, Customer satisfaction, Service qualityResumen
Many managers are curious about how to enhance customer satisfaction by improving service quality. Previous researches mostly considered only the effect of functional quality based on SERQUAL model. While there are several other dimensions of service quality other than functional quality, it is not clear which dimension is the most important in forming satisfaction both directly and indirectly through involvement. The purpose of this research is to determine the connections between three quality dimensions, involvement and satisfaction in the banking industry of the Kyrgyz Republic. After analyzing the literature related to this area we designed the research framework, developed hypothesises and the questionnaire accordingly. The results revealed that different dimensions of quality have different impact on involvement and satisfaction. Only functional quality has a positive effect on image. And both functional and technical quality were found to have significant positive influence on satisfaction, also significant positive connection between involvement and satisfaction was revealed. Technical quality was revealed to have only direct significant impact on satisfaction, but it does not have influence on involvement. Also reputation of a bank was revealed not to have considerable influence on involvement.
Citas
Abed, H. M. A., Nofal, M. I., Alnasr, F., Alsheikh, G. A. A., & Alnawafleh, E. A. T. (2022). The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks. Journal of Management Information and Decision Sciences, 25(4), 1–18.
Agresti, A. (2017). Statistical Methods for Social Sciences. London: Pearson.
Assylbayev, A. B., Safronchuk, M. V., Niiazalieva, K. N., & Brovko, N. A. (2023). Green Transformation and the Concept of Energy Efficiency in the Housing Sector. In Approaches to Global Sustainability, Markets, and Governance (Vol. Part F175, pp. 567–577). Springer. https://doi.org/10.1007/978-981-19-4005-7_61
Bell, E., Harley, B., Bryman, A. (2022). Business Research Methods. Oxford: Oxford University Press.
Charters, S., & Pettigrew, S. (2006). Product involvement and the evaluation of wine quality. Qualitative Market Research, 9(2), 181–193. https://doi.org/10.1108/13522750610658810.
Ferguson, R. J., Paulin, M., Pigeassou, C., & Gauduchon, R. (1999). Assessing service management effectiveness in a health resort: Implications of technical and functional quality. Managing Service Quality: An International Journal, 9(1), 58–65. https://doi.org/10.1108/09604529910248821
Gronroos, C. (2001). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Hassim, S. R., Arifin, W. N., Kueh, Y. C., & Yaacob, N. A. (2020). Confirmatory factor analysis of the Malay version of the smartphone addiction scale among medical students in Malaysia. International Journal of Environmental Research and Public Health, 17(11). https://doi.org/10.3390/ijerph17113820
Jayathilaka, A. K. K. R. (2020). Relationship between Online Repurchase Intention and E-Satisfaction: Quantitative Research Study Based on Young People in Western Province in Sri Lanka. Open Access Library Journal, 07(12), 1–10. https://doi.org/10.4236/oalib.1107007
Le, T., Nguyen, H. (2020). Total Quality Management: a Mediating Factor in the Relationship Between Customer Expectations and Satisfaction. International Journal of Management and Marketing Research, 13(1), 1–13. www.theIBFR.com
Lehtinen, U., Lehtinen, J.R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal, 11(3), 287–303.
Machmud, R. (2018). The Effect of System Quality, Information Quality and Service Quality on Use Intensity and Satisfaction of Integrated Academic Information System (SIAT) Users in Gorontalo State University. Journal of International Conference Proceedings, 1(2). https://doi.org/10.32535/jicp.v1i2.320
Mhlanga, O. (2018). Measuring restaurant service quality in East London, South Africa: A comparison of restaurant customer expectations and perceptions. African Journal of Hospitality, Tourism and Leisure, 7(2), 1–12.
Oliver, R. L., & Swan, J. E. (1989). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Marketing, 53(2), 21-35. https://doi.org/10.2307/1251411.
Richins, M. L., & Bloch, P. H. (1986). After the New Wears off: The Temporal Context of Product Involvement. Journal of Consumer Research, 13(2), 280-285. https://doi.org/10.1086/209067.
Roldán Bravo, M. I., Stevenson, M., Moreno, A. R., & Lloréns Montes, F. J. (2020). Absorptive and desorptive capacity configurations in supply chains: An inverted U-shaped relationship. International Journal of Production Research, 58(7), 2036–2053. https://doi.org/10.1080/00207543.2019.1642530
Saunders, M., Lewis, P., Thornhil, A. (2009). Research methods for business students. Essex: Prentice Hall.
Shankar, A., Datta, B., Jebarajakirthy, C., & Mukherjee, S. (2020). Exploring Mobile Banking Service Quality: A Qualitative Approach. Services Marketing Quarterly, 41(2), 182–204. https://doi.org/10.1080/15332969.2020.1742982
Tsiotsou, R., Vasioti, E. (2006). Using demographics and leisure activities to predict satisfaction with tourism services in Greece. Journal of Hospitality and Leisure Marketing, 14.
Zaichkowsky, J.L. (1988). Involvement and the price cue. Advances in Consumer Research, 15, 323-327.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Descargas
Publicado
Cómo citar
Número
Sección
Licencia
Derechos de autor 2023 Journal of Management & Technology
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial 4.0.
Os direitos, inclusive os de tradução, são reservados. É permitido citar parte de artigos sem autorização prévia desde que seja identificada a fonte. A reprodução total de artigos é proibida. Em caso de dúvidas, consulte o Editor.
