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Scientific Study from the year 2018 in the subject Economics - Finance, grade: 12, , language: English, abstract: The issue of service quality has been at the center of the ongoing academic and business interest since the late 1970s. Of course buyers have always been concerned about quality, but increasing competition in the current markets of many services has made consumers more selective in the service they choose. The study focuses on banking services, their quality and customer satisfaction in the banking system: as a case study, services provided by banks in Shkodra have been taken. For the realization of the study a complete analysis was used based on the data collected from the questionnaire with the clients of the commercial banks operating in Shkodra. The data provided by the questionnaire analyzed the real level of banking services in Shkodra. These services are seen in terms of their diversity as well as the level of quality of services they offer to attract the customer. The study also highlights the gaps that these banks have in their services under contemporary conditions. The purpose of this study is to confirm the theory that banks should do more to perceive the customer about the quality of services. Banks try to provide modern services, but the most important is to identify and perceive customer needs about services because what may be good for the bank may not be the good for the customer.
Seminar paper from the year 2023 in the subject Business economics - Business Management, Corporate Governance, grade: 3.85, course: Master of business adminstration, language: English, abstract: It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach's alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.
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In today's economy, companies want devoted and quality customers. The competitive market position and a good reputation of a company can quickly translate into market share and profit, but that distinction is often earned only through a philosophical commitment to service backed by diligent attention to what customers want and need. Developing close, co-operative relationship with customers is more important in the current era of intense competition and demanding customers. The quality of banking service is the end result of network designing, planning, engineering, operation, maintenance and the management of services delivered by the use of network and human resources to a customer. Banks are concentrating only on acquiring new customers. They seldom understand the importance and profitability of creating loyalty and retaining customers. For the last decade most banks have been so absorbed in their own internal issues, particularly merger-drives, cost cutting and re-engineering that customers and their relationship often received short shift. Banks have to come out with innovative measures to satisfy the needs of both the present and the potential customers at the same time adopt procedures to win back the lost customers. With this background, the researchers made an attempt to study the service quality of the select commercial banks in Salem City. This is an empirical study based on survey method. By adopting convenience sampling, 200 customers, i.e. 100 customers from Karur Vysya Bank and 100 customers from Canara Bank, were selected for this study. Customer care programme, establishment of customer complaints monitoring cell, customer satisfaction audit, home bank and appointment of trained relationship mangers will improve the service quality of select commercial banks. The long-term vision for 'Indian banking system' to transform itself from being a domestic one to the global level may, at present sound far-fetched. Therefore the 'Indian banking sector' should emerge stronger in line with the international standards at the same time to meet the national goals as well.
Purpose - To analyze and compare service quality in the commercial banking sector of a small island economy - Cyprus - and to investigate the relationship between overall bank customer satisfaction in the Turkish- and Greek-speaking areas of Cyprus and positive word-of-mouth about their banks.Design/methodology/approach - A total of 268 commercial bank customers responded to a Greek and Turkish translated version of the SERVQUAL instrument. After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth.Findings - The responsiveness dimension failed to load and thus the SERVQUAL scale proved to be of a four-dimensional structure in this study. Research results revealed that the expectations of bank customers in both areas were not met and that the largest gap was found in the empathy dimension. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word-of-mouth.Research limitations/implications - There were some difficulties in conducting interviews in the Greek-speaking area of Cyprus and this may have limited the potential sample size. Future research could test the generalizability of findings in other small island economies and look at how the service is delivered by frontline employees.Practical implications - Helps banks in both areas of Cyprus to redefine their corporate image to one that is customer-focused and driven by service quality. Findings are also significant for the Turkish-speaking area which is not at the same level of economic development as its neighbours in the south and needs to restructure its banking system before accession to the EU.Originality/value - This study investigates service quality in a small island economy. There is disparity in the banking sector of a divided Cyprus, where banks in the South have undergone significant restructuring before EU accession and banks in the North are affected by the economic crisis and need to restructure if they want to join the EU.
"This book focuses on human, operational, managerial, and strategic organizational issues in e-banking"--Provided by publisher.