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The conventional financial measures have always dominated the business performance evaluation in India. There is a need to augment the current approaches to evaluate the financial health of individual firms and industries. Customer Satisfaction Index (CSI) is one of the best solutions which is a customer-based satisfaction benchmarking system and s...
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Context 1
... fifth phase was defining the themes which involved identifying the essence of what each theme is about, defining and describing the scope and content of each theme shortly (Braun & Clarke, 2006). The final set of themes and sub-themes and their definitions are presented in the Table 4. The final phase was producing the report presenting the analysis findings with vivid examples or extracts. ...Context 2
... fifth phase was defining the themes which involved identifying the essence of what each theme is about, defining and describing the scope and content of each theme shortly (Braun & Clarke, 2006). The final set of themes and sub-themes and their definitions are presented in the Table 4. The final phase was producing the report presenting the analysis findings with vivid examples or extracts. ...Citations
... The CSI model is a structural model based on the assumption that customer satisfaction is caused by perceived quality (PQ), perceived value (PV), customer expectations, and corporate image. These factors are central to the overall customer satisfactions and also be used to estimate whether the customer is satisfied (Prasadh & Suresh, 2017;Rajendran & Suresh, 2017;Türkyilmaz & Özkan, 2007). ...
This study aims to analyze service quality of Islamic Banking in Jakarta. Data were randomly obtained from metropolitan customers with the CARTER approaches, which comprises of Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness used to determine customer satisfaction index and importance performance analysis. Although the overall result showed that metropolitan customers of Islamic banks are satisfied, gaps were found on attributes of the services provided. Therefore, continuous improvement is needed to ensure the proper use of information technology (e-Banking), the ability of banks in responding to problems and complaints quickly, and the hospitality of employees while attending to customers.
... Satisfied customers are always the substance of any successful business achieved by increasing sales, customer/brand loyalty, fast and accurate handling of a customer complaint, progressive customer feedback. According to a review of Prasadh and Suresh (2017), customer satisfaction index is the finest resolution which is focused on benchmarking pattern based on specific structure applied in the USA and other countries. To date, there is no specific index in India which generated the demand for non-financial activity and overall customer satisfaction. ...
... The significant influence of these variables is also supported in the literature. Prasadh and Suresh (2017) focused on acknowledgement of ICSI is working as pre-eminent solution for service industries based on customer based benchmarking in various countries like the USA and Europe. Right now no specific index or model is available in India who is based on satisfaction metric with non-financial domain. ...
Benchmarking is outlined from total quality management in all sectors. Thought about advancement and continues innovation is now basic need of benchmarking to retain overall customers at local, national as well as global level. With the unvarying increase of the market, the banking sector proves the emergent industry in the world moving towards India and the state level also. The study examines the gratification level of the consumer on major banks in India and the services provided by them. Study proposed customer satisfaction index which is based on American Customer Satisfaction Index (ACSI) and modifiable the Indian Customer Satisfaction Index (ICSI). Ten banks have been covered in India with 740 customers taken in research for analyzing. Exploratory factor analysis, regression analysis, SEM by AMOS have used for analysis. The results of SEM highlighted the primacy areas of the service apparatus along with the need of improvement via service quality.
... Drastic and swift access to data and information processing has made the smartphone more useful and advanced. Thus, this swiftness of technology has compelled organizations to adopt new and digital means of communication around the globe [92][93][94][95]. Millennials are part of the digital generation where technology is deeply infused in their daily life and helps them in multitasking [34,35]. ...
The purpose of the undertaken study is to examine the influence of smartphones on the performance of university students in Pakistan. This paper also investigates the functions of a smartphone as exogenous predictors such as smartphone applications, multimedia messaging service (MMS), short message service (SMS), warp-speed processing, and entertainment on the academic performance of a student. This paper also addresses the impact of electronic word of mouth (eWOM) and attitude as mediating variables between exogenous and endogenous variables. Finally, we incorporated technology and addiction as moderating variables between independent variables and the outcome variable to measure the influence of moderating variables. We have taken 684 responses from seven universities in Pakistan and employed the SEM-based multivariate approach for the analysis of the data. The findings of this paper demonstrate that smartphone functions have a significant influence on students' academic performance, and moderating and mediating variables also have a significant influence on exogenous and endogenous variables. The practical implications have provided a guideline for university teachers, parents, and decision-makers of how a smartphone could be used to improve student academic performance inside and outside university campuses.
... The speed of Internet has significantly increased due to Fibre optics and processors, which made the banking operations further smooth and speedy. Similarly, in Cellular technology the Smartphone and generation telecommunication (1G-5G) have brought revolution in online transactions (Long, Vy 2016;Prasadh, Suresh 2016). Thus, the technology has a significant influence on the banking business, particularly in rendering quality services to the customers. ...
... The SERVQUAL model signifies satisfaction that is associated with the magnitude and path to disconfirmation of an individual's exposure when she/he encounters in her/his first anticipations (Hery 2016;Prasadh, Suresh 2016;Parasuraman et al. 1985;Smith, Houston 1982;Churchill, Surprenant 1982). On the basis of earlier empirical shreds of evidence, the hypothesis of this study have been formulated as under: ...
... They concluded that there was high reliability in all four companies; however, some potential exceptional values were also related to this dimension. Several researchers have used reliability as the quality dimension along with other dimensions with 22 to 30 constructs in order to investigate the customer satisfaction in conventional and Islamic banking sectors (Prasadh, Suresh 2016;Smith 1995;Jabnoun, Al-Tamimi 2003;Cronin, Taylor 1992;Raza et al. 2015). Bahia and Nantel (2000) proposed a modified SERVQUAL six dimensions (tangibility, effectiveness & assurance, reliability, access, price, and service portfolio) model for the banking industry. ...
Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.
This current research focused on the Bangladeshi private commercial banks’ expected service quality with the satisfaction of E-consumers’ banking technologies and banking services provided by their respective banks. The study was a quantitative type and 500 respondents were surveyed based on purposive sampling. The respondents were the account holders of their respective private commercial banks located in Dhaka, Bangladesh. The study used social media platforms for data collection due to the covid-19 pandemic. The study used the SERVQUAL model to assess service quality. The proposed service quality and consumer satisfaction model was tested with the support of SPSS (V, 22) and SPSS AMOS (V, 23). A structural equation modeling (SEM) was applied to test the hypothesis and outcomes revealed that the five service quality dimensions were positively significant with the consumers' banking service satisfaction. However, in the case of service quality on banking technology satisfaction; all five but ‘Reliability’, ‘Responsiveness’, and ‘Empathy’ were found positively significant.
For Citation: Arif, M. Z. U., Khan, M. R., & Hossain, S. M. K. (2022). Bangladeshi Private Commercial Banks' Expected Service Quality towards E-Consumers' Banking Service and Technology Satisfaction during the COVID-19, 9th Annual Banking Conference, Bangladesh Institute of Bank Management.
The gradual transformation of the global economy into a more customer-centric and service-oriented one has led to the emergence of the National Customer Satisfaction Index (CSI) as a potential customer-based performance evaluation metric for firms, industries, economic sectors, and national economies. This research reviews the popular national CSIs developed to date and presents it in an organized pattern that combines both summary and synthesis of related literature in order to trace the intellectual progress in the field of CSIs. This documentation will serve as a platform for developing new indigenous CSIs by way of identifying existing gaps, developing new conceptual frameworks, and formulating future research directions.
The rapid technology changes are based on current business upgradation with customer requirement and now none of the organization will be able to think ignorance of innovation according to current need. Innovation & Benchmarking is outlined from Total Quality Management in all sectors. Thought about advancement and continues innovation is now basic need of benchmarking to retain overall customers at local, national as well as global level. Behavior of customer has always been an interesting premise for marketers and Innovators. With the unvarying increase of market, banking sector prove emergent industry in world moving towards India and state level also. This study examines the contentment level of consumer on major National Banks, Private Banks and Foreign bank in India and services provided by them. According to Customer Satisfaction Index propose by America is based on ACSI (American Customer Satisfaction Index) and modifiable with followed is ICSI (The Indian Customer Satisfaction Index) Six parameters for Innovation of Benchmarking in Banking Sectors: Customer Expectation, Perceived Quality, Perceived Value, Customer Complaints, Customer Loyalty & Customer Satisfaction. 10 banks have been covered in India with 740 customers taken in research for analyzing. Study helps to understand the bank is able to perform on benchmarking Standard or not. Exploratory Factor Analysis, Multiple Regression Analysis have used for analysis. The study also analyzes the relationship between deliverance of services and actual customer expectation with the help of exploratory factor analysis and Structural Equation Modeling. The research offers important insights to banks in redefining their corporate image to one that is customer-focused and driven by service quality followed by benchmarking. The results of SEM highlighted the primacy areas of service apparatus. Overall result shown the need of improvement via service quality.
