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Relationship between service quality and customer satisfaction: a study of Malaysian banking industry

Author

Listed:
  • Lay Hong Tan
  • Boon Cheong Chew
  • Syaiful Rizal Hamid

Abstract

Service quality and customer satisfaction are some of the most important factors of business competition for banking industry. With the increasingly intense competition for customers in today's banking industry, these factors are high management priorities. Using data collected from 200 bank customers in two major cities in Klang Valley, Malaysia, we investigate whether the five dimensions of SERVQUAL have an impact on customer satisfaction in Malaysian banking industry. We found out that the expectations of Malaysian banking customers are higher than perceptions in terms of service quality and tangible dimension has the largest influence on customer satisfaction. The findings provide several implications for bank management to improve upon their customer service quality in order to benefit from customer satisfaction which will lead to greater competitive advantage and profitability to the institutions concerned.

Suggested Citation

  • Lay Hong Tan & Boon Cheong Chew & Syaiful Rizal Hamid, 2016. "Relationship between service quality and customer satisfaction: a study of Malaysian banking industry," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 19(1), pages 38-50.
    • Handle: RePEc:ids:ijpqma:v:19:y:2016:i:1:p:38-50
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    Cited by:

    1. Abdelkader Derbali & Lamia Jamel, 2018. "Determinants of performance of Tunisia insurance companies: case of life insurance," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 24(4), pages 531-542.
    2. Soukaina Boualou & Najwa Dorhmi & Ilham El Haraoui, 2023. "Étude empirique sur l'adoption des services bancaires mobiles au Maroc Empirical study on the adoption of mobile banking services in Morocco," Post-Print hal-04189598, HAL.
    3. Haidery, Jamshed & Mandozai, Sayed Wali Shah & Amin, Hafizullahmeen, 2021. "Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan," OSF Preprints ew7f4, Center for Open Science.

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