IDEAS home Printed from https://ideas.repec.org/a/nap/nijbmr/2020p117-125.html
   My bibliography  Save this article

Servqual Model For Measuring Customer Satisfaction: An Analysis Of Quantitative Data

Author

Listed:
  • Md. Mobarak Karim

    (Department of Business Administration, World University of Bangladesh, Bangladesh)

Abstract

In the globalization era the customers are the major assets of every organization. In order to meet these challenges, the banking industries or any business organization is ensuring quality for measuring satisfaction level of customer. Service quality is the crucial factors of enlightening the customer’s satisfaction in most organizations. The main objective of the study is to find out the influence of service quality on customer satisfaction. This study is based on primary data and the questionnaire method is being used and the questionnaire was distributed among different customers in the organization. Target population was the customers of the organization. The service quality model included questions that are covering the five dimensions of the service like tangibility, responsiveness, assurance; reliability and empathy. Convenience sampling techniques were used for this study. The data was gathered by using self-administered questionnaire and the participation was voluntary. The study found out that the customers are aware about tangibility, responsiveness, assurance; reliability and empathy in the organization that helps to create satisfaction level of the customers. The study suggested that organization should consider raising awareness among the customers about the product or services through advertising and promotion rather than word-of-mouth communication.

Suggested Citation

  • Md. Mobarak Karim, 2020. "Servqual Model For Measuring Customer Satisfaction: An Analysis Of Quantitative Data," Noble International Journal of Business and Management Research, Noble Academic Publsiher, vol. 4(12), pages 117-125, December.
  • Handle: RePEc:nap:nijbmr:2020:p:117-125
    as

    Download full text from publisher

    File URL: https://www.napublisher.org/pdf-files/NIJBMR-4(12)-117-125.pdf
    Download Restriction: no

    File URL: https://www.napublisher.org/?ic=journal&journal=8&month=12-2020&issue=12&volume=4
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Eshghi, Abdolreza & Haughton, Dominique & Topi, Heikki, 2007. "Determinants of customer loyalty in the wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 31(2), pages 93-106, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Md. Shajedul Islam & Md. Ahsan Ahamed, 2023. "Measuring Customer’s Satisfaction using SERVQUAL Model: A Study on Eastern Bank Limited," International Journal of Science and Business, IJSAB International, vol. 20(1), pages 23-33.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    2. Yogesh Verma & Maithili R. P. Singh, 2017. "Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(2), pages 121-129, May.
    3. Luis Miranda-Gumucio & Ignacio Gil-Pechuán & Daniel Palacios-Marqués, 2013. "An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 603-622, December.
    4. Gaivoronski, Alexei A. & Nesse, Per-Jonny & Østerbo, Olav-Norvald & Lønsethagen, Håkon, 2016. "Risk-balanced dimensioning and pricing of End-to-End differentiated services," European Journal of Operational Research, Elsevier, vol. 254(2), pages 644-655.
    5. Shin, Dong-Hee, 2015. "Effect of the customer experience on satisfaction with smartphones: Assessing smart satisfaction index with partial least squares," Telecommunications Policy, Elsevier, vol. 39(8), pages 627-641.
    6. Chang, Chiao-Chen, 2015. "Exploring mobile application customer loyalty: The moderating effect of use contexts," Telecommunications Policy, Elsevier, vol. 39(8), pages 678-690.
    7. János Kövesi & Tamás Jónás & Zsuzsanna Eszter Tóth, 2010. "Separating the Measurement and Evaluation of Intellectual Capital Elements with Evaluator Functions," Theory Methodology Practice (TMP), Faculty of Economics, University of Miskolc, vol. 6(02), pages 37-47.
    8. Thomas Cadet & Sophie Larribeau & Thierry Pénard, 2012. "Network effects, Customer Satisfaction and Recommendation on the Mobile Phone Market," Economics Working Paper Archive (University of Rennes & University of Caen) 201242, Center for Research in Economics and Management (CREM), University of Rennes, University of Caen and CNRS.
    9. Gijón, Covadonga & Garín-Muñoz, Teresa & Pérez-Amaral, Teodosio & López-Zorzano, Rafael, 2013. "Satisfaction of individual mobile phone users in Spain," Telecommunications Policy, Elsevier, vol. 37(10), pages 940-954.
    10. M.Y. El‐Bassiouni & M. Madi & T. Zoubeidi & M.Y. Hassan, 2012. "Developing customer satisfaction indices using SERVQUAL sampling surveys," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 28(2), pages 98-108, February.
    11. Md. Uzir Hossain Uzir & Abu Bakar Abdul Hamid & Ishraq Jerin & Ahmad Shaharudin Abdul Latiff & Ramayah Thurasamy, 2021. "Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust," SN Business & Economics, Springer, vol. 1(6), pages 1-35, June.
    12. A.R. ABDUL-AZIZ & Bashiru I.I. SAEED & Ayogyam ALEXANDER, 2014. "Customer satisfaction of mobile telecommunication networks in Ghana: service delivery perspective," The Journal of Accounting and Management, Danubius University of Galati, issue 1, pages 61-71, April.
    13. Mwakatumbula, Hilda J. & Moshi, GoodielC. & Mitomo, Hitoshi, 2015. "Consumer Awareness And Protection In Telecommunication Markets: Case Of Tanzania; Determinant Of Consumers’ Knowledge On Their Rights," 26th European Regional ITS Conference, Madrid 2015 127161, International Telecommunications Society (ITS).
    14. Calzada, Joan & García-Mariñoso, Begoña & Suárez, David, 2023. "Do telecommunications prices depend on consumer engagement?," Information Economics and Policy, Elsevier, vol. 62(C).
    15. Karjaluoto, Heikki & Jayawardhena, Chanaka & Leppäniemi, Matti & Pihlström, Minna, 2012. "How value and trust influence loyalty in wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 36(8), pages 636-649.
    16. Capponi, Giovanna & Corrocher, Nicoletta & Zirulia, Lorenzo, 2021. "Personalized pricing for customer retention: Theory and evidence from mobile communication," Telecommunications Policy, Elsevier, vol. 45(1).
    17. Maritza Katherine Galindo-Illanes & Juan Alejandro Gallegos-Mardones & Arturo Z. Vasquez-Parraga, 2021. "Explaining Loyalty in Higher Education: A Model and Comparative Analysis from the Policy of Gratuity, a Case Applied to Chile," Sustainability, MDPI, vol. 13(19), pages 1-15, September.
    18. García-Mariñoso, Begoña & Suárez, David, 2019. "Switching mobile operators: Evidence about consumers’ behavior from a longitudinal survey," Telecommunications Policy, Elsevier, vol. 43(5), pages 426-433.
    19. Suárez, David & García-Mariñoso, Begoña & Santos, Iván, 2016. "Satisfaction of business customers with mobile phone and internet services in Spain," Telecommunications Policy, Elsevier, vol. 40(1), pages 52-61.
    20. Toni Lupo & Seyyed Ali Delbari, 2018. "A knowledge-based exploratory framework to study quality of Italian mobile telecommunication services," Telecommunication Systems: Modelling, Analysis, Design and Management, Springer, vol. 68(1), pages 129-144, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:nap:nijbmr:2020:p:117-125. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Managing Editor (email available below). General contact details of provider: https://www.napublisher.org/?ic=journal&journal=8&info=aims .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.