IDEAS home Printed from https://ideas.repec.org/a/tei/journl/v10y2017i3p7-17.html
   My bibliography  Save this article

Investigating the Impact of Service Quality Dimensions on Reputation and Brand Trust

Author

Listed:
  • Majid Esmaeilpour

    (Assistant Professor in Marketing Management, Department of Business Management, Persian Gulf University, Bushehr, Iran)

  • Amrollah Sayadi

    (M.A, Executive Management and Manager at Imam Khomeini Branch, Bank Saderat Iran, Bushehr, Iran)

  • Mahnaz Mirzaei

    (Master of Business Management, Persian Gulf University, Bushehr, Iran)

Abstract

Purpose - The objective of this study was to investigate the impact of service quality dimensions on brand reputation and brand trust in Iran's Saderat Bank. Design/methodology/approach: The present study is applied in terms of objective and results of study and correlational type of descriptive-survey in terms of nature and method of implementation. The Study Population included customers of Iran's Saderat Bank branches in Bushehr city. Since the population size was large, convenient sampling was used and 400 questionnaires were distributed among the customers of the bank. Structural equation modeling was used to analyze the data through Smart PLS software. Findings: The findings reveal that all dimensions of service quality (tangible factors, reliability, accountability, trustworthiness, and empathy) have a positive and significant impact on brand trust and brand reputation. Research limitations/implications: The population of the research was limited to Bushehr city (Iran). Other limitations relates to the data collection tool; the questionnaire has some disadvantages that can influence results. Therefore, we should be cautious in generalizing the findings. Originality/value: This research examines the impact of service quality dimensions and the level of impact of each dimension on brand reputation and trust, in order to identify the dimensions of service quality affecting brand reputation and trust, and to use them in branding. Thus, implementing the suggested actions to enhance the quality of services will have a positive impact on enhancing the brand reputation and brand trust in the banking industry.

Suggested Citation

  • Majid Esmaeilpour & Amrollah Sayadi & Mahnaz Mirzaei, 2017. "Investigating the Impact of Service Quality Dimensions on Reputation and Brand Trust," International Journal of Business and Economic Sciences Applied Research (IJBESAR), Democritus University of Thrace (DUTH), Kavala Campus, Greece, vol. 10(3), pages 7-17, September.
    • Handle: RePEc:tei:journl:v:10:y:2017:i:3:p:7-17
    as

    Download full text from publisher

    File URL: https://ijbesar.af.duth.gr/docs/volume10_issue3/impact_service_quality_dimensions.pdf
    Download Restriction: no
    File URL: https://ijbesar.af.duth.gr/volume10_issue3.php
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sandra Maria Correia Loureiro & Rui Lopes & Hans Ruediger Kaufmann, 2014. "How brand personality, brand identification and service quality influence service brand equity," Cogent Business & Management, Taylor & Francis Journals, vol. 1(1), pages 1-1, October.
    2. Wu, Paul C.S. & Yeh, Gary Yeong-Yuh & Hsiao, Chieh-Ru, 2011. "The effect of store image and service quality on brand image and purchase intention for private label brands," Australasian marketing journal, Elsevier, vol. 19(1), pages 30-39.
    3. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    4. Majid Esmaeilpour & Zahra Mohamadi & Azade Rajabi, 2016. "Effect Of Dimensions Of Service Quality On The Brand Equity In The Fast Food Industry," Romanian Economic Business Review, Romanian-American University, vol. 11(3), pages 68-83, September.
    5. Veloutsou, Cleopatra & Moutinho, Luiz, 2009. "Brand relationships through brand reputation and brand tribalism," Journal of Business Research, Elsevier, vol. 62(3), pages 314-322, March.
    6. Krystallis, Athanasios & Chrysochou, Polymeros, 2014. "The effects of service brand dimensions on brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 139-147.
    7. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
    8. Lassoued, R. & Hobbs, J.E., 2015. "Consumer confidence in credence attributes: The role of brand trust," Food Policy, Elsevier, vol. 52(C), pages 99-107.
    9. Sarkar Sengupta, Aditi & Balaji, M.S. & Krishnan, Balaji C., 2015. "How customers cope with service failure? A study of brand reputation and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(3), pages 665-674.
    10. Nicky J. Welton & Howard H. Z. Thom, 2015. "Value of Information," Medical Decision Making, , vol. 35(5), pages 564-566, July.
    11. Sandra Maria Correia Loureiro & Rui Lopes & Hans Ruediger Kaufmann, 2014. "How brand personality, brand identification and service quality influence service brand equity," Cogent Business & Management, Taylor & Francis Journals, vol. 1(1), pages 981329-9813, December.
    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. António Cardoso & Marta Cardoso, 2024. "Bank Reputation and Trust: Impact on Client Satisfaction and Loyalty for Portuguese Clients," JRFM, MDPI, vol. 17(7), pages 1-23, July.
    2. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
    3. Yanhui Mao & Yao Lai & Yuwei Luo & Shan Liu & Yixin Du & Jing Zhou & Jianhong Ma & Flavia Bonaiuto & Marino Bonaiuto, 2020. "Apple or Huawei: Understanding Flow, Brand Image, Brand Identity, Brand Personality and Purchase Intention of Smartphone," Sustainability, MDPI, vol. 12(8), pages 1-22, April.

    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. Mahsa Hosseini & Hosseini Norouzi, 2017. "Investigating the impact of consumer trust on loyalty and purchase intention of food store brands: Case study: Palladium shopping mall in Tehran," International Review of Management and Marketing, Econjournals, vol. 7(4), pages 138-146.
    2. Ozdemir, Sena & Zhang, ShiJie & Gupta, Suraksha & Bebek, Gaye, 2020. "The effects of trust and peer influence on corporate brand—Consumer relationships and consumer loyalty," Journal of Business Research, Elsevier, vol. 117(C), pages 791-805.
    3. Xi Chen & Xiangdong Shen & Xiangmeng Huang & Yu Li, 2021. "Research on Social Media Content Marketing: An Empirical Analysis Based on China’s 10 Metropolis for Korean Brands," SAGE Open, , vol. 11(4), pages 21582440211, October.
    4. Dung Minh Nguyen & Yen-Ting Helena Chiu & Huy Duc Le, 2021. "Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development," Sustainability, MDPI, vol. 13(14), pages 1-24, July.
    5. Yagmur Ozyer, 2016. "Understanding the Impact of the Brand Experience on Brand Reputation by the Moderating Role of Technology Turbulence," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(1), pages 161-169, February.
    6. Sandra Horvat & Tanja Komarac & Durdana Ozretic Dosen, 2021. "Perceived Private Label Authenticity: A Two-Study Analysis," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(SI), pages 47-66.
    7. Hugo Ribeiro & Belém Barbosa & António C. Moreira & Ricardo Rodrigues, 2024. "A closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intention," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(3), pages 668-686, September.
    8. Vincenzo Varriale & Antonello Cammarano & Francesca Michelino & Mauro Caputo, 2021. "Sustainable Supply Chains with Blockchain, IoT and RFID: A Simulation on Order Management," Sustainability, MDPI, vol. 13(11), pages 1-23, June.
    9. Valeria Costantini & Francesco Crespi & Giovanni Marin & Elena Paglialunga, 2016. "Eco-innovation, sustainable supply chains and environmental performance in European industries," LEM Papers Series 2016/19, Laboratory of Economics and Management (LEM), Sant'Anna School of Advanced Studies, Pisa, Italy.
    10. Lee, Alice J. & Ames, Daniel R., 2017. "“I can’t pay more” versus “It’s not worth more”: Divergent effects of constraint and disparagement rationales in negotiations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 141(C), pages 16-28.
    11. Hussain, Hadia & Murtaza, Murtaza & Ajmal, Areeb & Ahmed, Afreen & Khan, Muhammad Ovais Khalid, 2020. "A study on the effects of social media advertisement on consumer’s attitude and customer response," MPRA Paper 104675, University Library of Munich, Germany.
    12. A. G. Fatullayev & Nizami A. Gasilov & Şahin Emrah Amrahov, 2019. "Numerical solution of linear inhomogeneous fuzzy delay differential equations," Fuzzy Optimization and Decision Making, Springer, vol. 18(3), pages 315-326, September.
    13. Cyril Chalendard, 2015. "Use of internal information, external information acquisition and customs underreporting," Working Papers halshs-01179445, HAL.
    14. Arun Advani & William Elming & Jonathan Shaw, 2023. "The Dynamic Effects of Tax Audits," The Review of Economics and Statistics, MIT Press, vol. 105(3), pages 545-561, May.
    15. Philippe Aghion & Ufuk Akcigit & Matthieu Lequien & Stefanie Stantcheva, 2017. "Tax simplicity and heterogeneous learning," CEP Discussion Papers dp1516, Centre for Economic Performance, LSE.
    16. Marie Bjørneby & Annette Alstadsæter & Kjetil Telle, 2018. "Collusive tax evasion by employers and employees. Evidence from a randomized fi eld experiment in Norway," Discussion Papers 891, Statistics Norway, Research Department.
    17. Chuangen Gao & Shuyang Gu & Jiguo Yu & Hai Du & Weili Wu, 2022. "Adaptive seeding for profit maximization in social networks," Journal of Global Optimization, Springer, vol. 82(2), pages 413-432, February.
    18. Koessler, Frederic & Laclau, Marie & Renault, Jérôme & Tomala, Tristan, 2022. "Long information design," Theoretical Economics, Econometric Society, vol. 17(2), May.
    19. Jamal El-Den & Pratap Adikhari & Pratap Adikhari, 2017. "Social media in the service of social entrepreneurship: Identifying factors for better services," Journal of Advances in Humanities and Social Sciences, Dr. Yi-Hsing Hsieh, vol. 3(2), pages 105-114.
    20. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.

    More about this item

    Keywords

    Service; Service Quality Dimensions; Brand Reputation; Brand Trust; Saderat Bank of Iran;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
    • D22 - Microeconomics - - Production and Organizations - - - Firm Behavior: Empirical Analysis

    Statistics

    Access and download statistics

    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:tei:journl:v:10:y:2017:i:3:p:7-17. 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: Kostas Stergidis (email available below). General contact details of provider: https://edirc.repec.org/data/dbikagr.html .

    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.