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The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge

Author

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  • Johanna Pangeiko Nautwima

    (Namibia Business School, University of Namibia, Windhoek, Namibia)

  • Asa Romeo Asa

    (Faculty of Commerce, Human Science and Education, Namibia University of Science and Technology, Windhoek, Namibia)

Abstract

The relationship between quality service and customer satisfaction has gained remarkable recognition since the 1980s. To date, researchers are still determined to find out how quality service in terms of tangibility, reliability, responsiveness, assurance, and empathy, impact customer satisfaction. This study provides a review of the literature on the influence of service quality on customer satisfaction in the banking sector amidst the COVID-19 pandemic to determine the existing research gap. Evidence from the literature review shows mixed results where some of the dimensions of quality service positively influence customer satisfaction while others impact it negatively. However, while evidence from the African context reveals positive relationships between the variables, the phenomenon remains inadequately researched, mainly in the Namibian context. Furthermore, empirical evidence covered under this study has examined the matter from the quantitative perspective, leaving no evidence from a qualitative standpoint. Thus, a call for further investigation to delve deeper into the issue to constrict the gap. In so doing, the study developed a conceptual framework that future studies can employ. The conceptual framework consolidates the moderation role of the COVID-19 pandemic to the relationship between quality service and customer satisfaction based on the amendments made to the services which come with variations in customer satisfaction.

Suggested Citation

  • Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(3), pages 31-38, March.
    • Handle: RePEc:mgs:ijmsba:v:8:y:2022:i:3:p:31-38
    DOI: 10.18775/ijmsba.1849-5664-5419.2014.83.1004
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    References listed on IDEAS

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    1. Aayushi Gupta & Santosh Dev, 2012. "Client satisfaction in Indian banks: an empirical study," Management Research Review, Emerald Group Publishing Limited, vol. 35(7), pages 617-636, June.
    2. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    3. Kyuho Lee & Melih Madanoglu & Inhyuck “Steve” Ha & Anisya Fritz, 2021. "The impact of service quality and customer satisfaction on consumer spending in wineries," The Service Industries Journal, Taylor & Francis Journals, vol. 41(3-4), pages 248-260, February.
    4. Nashwan M. A. Saif & Jianping Ruan & Bojan Obrenovic, 2021. "Sustaining Trade during COVID-19 Pandemic: Establishing a Conceptual Model Including COVID-19 Impact," Sustainability, MDPI, vol. 13(10), pages 1-20, May.
    5. Asa Romeo Asa & Navneel Shalendra Prasad, 2014. "Analysis on the Factors that Determine Sustainable Growth of Small Firms in Namibia," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 1(1), pages 5-11, December.
    6. Hindu J. Amin & Pauline E. Onyeukwu & Hope I. Osuagwu, 2018. "E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 4(2), pages 51-57, June.
    7. Ghalib Sanjuq, 2014. "The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(4), pages 77-84, July.
    8. Vishal Kumar, 2018. "An Empirical Study of Customers’ Awareness towards Value Added Services at Banks," Journal of International Business Research and Marketing, Inovatus Services Ltd., vol. 3(6), pages 22-34, September.
    9. Asa Romeo Asa & Dennis Tsanga & Christeline Januarie & Mekelaye Kamati, 2021. "Technological Innovation as a Strategy for Competitive Advantage within the Namibian Banking Industry," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(1), pages 68-72, November.
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    Cited by:

    1. Amelie L. Chico & Judelaine Mae B. Bacus & Jessa P. Palomar & Irish Faith L. Pastor, 2023. "Organizational Citizenship Behavior and Level of Quality Service Amidst Pandemic," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(6), pages 185-196, June.
    2. Asa Romeo Asa & Davy Julian Du Plessis & Sulaiman Olusegun Atiku, 2024. "Virtual Learning Experiences Among Postgraduate Students in Namibia," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 10(1), pages 7-22, April.
    3. Olaleye Banji Rildwan & Lekunze Joseph Nembo & Olorunsola Folasade Funmi, 2024. "Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract," Studia Universitatis „Vasile Goldis” Arad – Economics Series, Sciendo, vol. 34(3), pages 60-78.
    4. Asa Romeo Asa & Narikutuke Naruses & Johanna Pangeiko Nautwima & Diana Tsoy, 2023. "Supplier Relationship Management and Organizational Performance: A Focus on Public Procurement," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 9(6), pages 19-28, September.
    5. Bianca Tjizumaue & Sabina Samuel & Johanna Pangeiko Nautwima & Asa Romeo Asa, 2023. "Factors Influencing Consumer Preference Among Beverage Product Brands in Namibia," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 9(3), pages 7-24, August.

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    More about this item

    Keywords

    Quality service; Customer satisfaction; COVID-19; SERVQUAL model; Kano model; Service quality;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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