IMPACTS OF CUSTOMER SERVICES ON CUSTOMER SATISFACTION

IMPACTS OF CUSTOMER SERVICES ON CUSTOMER SATISFACTION: EMPIRICAL EVIDENCE FROM THE AUSTRALIAN INTERNET BANKING SECTOR

 

  1. CHAPTER 1: INTRODUCTION
    • Introduction

Until recently, the Australian banking sector depended on the branch network to reach out for customers. The industry has new trends whereby banks have to streamline front- line services aided with the internet technology in order to satisfy the desires and expectations of customers. Impact of customer service on customer satisfaction. The concept of customer service has been defined by the previous marketing literature as the encounter or direct interaction of a customer with the service firm. Majority of the service literature has focused on the person- to- person relationships hence emphasizing on the interaction between a customer and the service personnel. The main aim of this study is to examine the impacts of service quality on customer satisfaction with a focus on online banking.

Pay to Unlock the Answer!



 

BIBLIOGRAPHY

Firdous, Sadaf. and Farooqi, Rahela. 2017. ‘Impact of internet banking service quality on customer satisfaction.’ Journal of Internet Banking and Commerce 22(1), 1-17 Customer satisfaction in Australian banking.

Khan, Mubbsher. and Fasih, Marriam. 2014. ‘Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector.’ Pakistan Journal of Commerce and Social Science 8(2), 331-354

Kheng, Liang., Mahamad, Osman., Ramayah, Tara. and Mosahab, Rahim. 2010. ‘The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia.’ International Journal of Marketing 2(2), 57-67

Lee, Alvin. and Mizerski, Kate. 2005. ‘How bank branches affect customer service quality perceptions.’ In Proceedings of the 7th International Research Conference on Quality Innovation and Knowledge Management: Applications and Synthesis in the Global Economy, Monash University, Conference Management Office, Melbourne, Victoria

Ling, Goh., Fern, Yeo., Boom, Lim. and Huat, Tan. 2016. ‘Understanding customer satisfaction of internet banking: A case study in Malacca.’ Procedia Economics and Finance 37(1), 80-85

Customer satisfaction in Australian banking

Marcyk, Geoffrey., DeMatteo, David. and Festinger, David. 2005. Essentials of research design and methodology. New York: Wiley

Mitchell, Mark. and Jolley, Janina. 2012. Research design explained. London: Cengage Learning

Naeem, Hummayoun., Akram, Asma. and  saif, Iqbal. 2009. ‘Service quality and its impact on customer satisfaction: An empirical evidence from the Pakistani banking sector.’ International Business and Economics Research Journal 8(12), 99-104

Nimako, Simon., Gyamfi, Nana. and Wandaogou, Abdil. 2013. ‘Customer satisfaction with internet banking service quality in the Ghanaian banking industry.’ International Journal of Scientific and Technology Research 2(7), 165-175

Parasuraman, Ananthanarayanan., Zeithaml, Valarie. and Berry, Leonard. 1988. ‘SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality.’ Journal of retailing 64(1), 12-40

Customer satisfaction in Australian banking

Raza, Syed., Jawaid, Syed. and Hassan, Ayesha. 2015. ‘Internet banking and customer satisfaction in Pakistan.’ Qualitative Research in Financial Markets 7(1), 24-36

Riemer, Frances., Lapan, Stephen. and Quartaroli, MaryLynn. 2012. Qualitative research: An introduction to methods and designs. London: Wiley

Sathye, Milind. 2014. ‘Internet banking in Australia.’ Journal of Internet Banking and Commerce 3(1), 2-6

Yeow, Paul., Yuen, Yee., Tong, David. and Lim, Nena. 2008. ‘User acceptance on online banking service in Australia.’ Communications of IBIA 1(1), 191-198

Zeithaml, Valarie., Parasuraman, Ananthanarayanan. and Malhotra, Arvind. 2002. ‘Service quality delivery through websites: A critical review of extant knowledge.’ Journal of the academy of marketing science 30(4), 34-40