Ibrahim, Ado Ningi and Simatupang, Parhimpunan (2016) Assessing Service Quality Delivery and its Impact on Customer Satisfaction in The Banking Sector: A Case Study of XYZ Bank. Masters thesis, Swiss German University.

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Abstract

The purpose of this study is to assess service quality and its impact on customer satisfaction in the banking sector. In XYZ Bank, the objectives of the study are to establish the various dimensions of service quality, to examine the level of customer satisfaction and to determine the relationship between service quality and customer satisfaction. The researcher used closed-ended and self-administered questionnaires as a method of collecting data based on a SERVQUAL model. The study was carried out on one hundred respondents from XYZ Bank in Jakarta and they were selected using the accidental non-probability sampling method because it was difficult to find all respondents at once. The findings of the study revealed that XYZ Bank applies most of the dimensions of service quality whereas all of these dimensions have a gap between expectations and perceptions, which means that the customers are not fully satisfied about the service quality at XYZ Bank. Long Turn-around-time for cash withdrawal referrals ranks as the highest customers dissatisfied factor of the services of XYZ Bank. The results show that service quality has a significant positive impact towards customer satisfaction (0.861). This relationship is mainly drawn from the fact that whatever is done in service quality, it is aimed at improving customer satisfaction.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Service Quality; Servqual; Customer Satisfaction; Banking Sector; Sampling Method
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HG Finance > HG1501-3550 Banking H Social Sciences > HG Finance > HG4301-4480.9 Trust services. Trust companies
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	07 Jul 2020 10:54
Last Modified:	07 Jul 2020 10:54
URI:	http://repository.sgu.ac.id/id/eprint/1030

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