Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector

This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling tech...

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Main Authors:	Annamalah, Sanmugam, Munusamy, Jayaraman, Chelliah, Shankar, Sulaiman, Mohamed, Pandian, Sivamurugan
Format:	Article
Language:	English
Published:	IDOSI Publication 2011
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/1/M._Sulaiman_3.pdf

id	iium-12343
recordtype	eprints
spelling	iium-123432012-02-09T06:52:52Z http://irep.iium.edu.my/12343/ Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector Annamalah, Sanmugam Munusamy, Jayaraman Chelliah, Shankar Sulaiman, Mohamed Pandian, Sivamurugan HF5001 Business. Business Administration This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling technique was used in this analysis to determine customer satisfaction and customer loyalty. The results suggest that empathy and assurance are the key factors in delivering customer satisfaction, whereas, tangibility, reliability and responsiveness are found to least impacting customer satisfaction. The relationship between customer satisfaction and customer loyalty is also found to be very significant. Therefore, the bank managers should focus their resources on improving customer care and assuring the services provided to the bank customers will eventually create customer loyalty towards their banks. IDOSI Publication 2011 Article PeerReviewed application/pdf en http://irep.iium.edu.my/12343/1/M._Sulaiman_3.pdf Annamalah, Sanmugam and Munusamy, Jayaraman and Chelliah, Shankar and Sulaiman, Mohamed and Pandian, Sivamurugan (2011) Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector. World Applied Sciences Journal , 15 (10). pp. 1361-1368. ISSN 1818-4952 http://www.idosi.org/wasj/wasj15(10)11/1.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Annamalah, Sanmugam Munusamy, Jayaraman Chelliah, Shankar Sulaiman, Mohamed Pandian, Sivamurugan Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
description	This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling technique was used in this analysis to determine customer satisfaction and customer loyalty. The results suggest that empathy and assurance are the key factors in delivering customer satisfaction, whereas, tangibility, reliability and responsiveness are found to least impacting customer satisfaction. The relationship between customer satisfaction and customer loyalty is also found to be very significant. Therefore, the bank managers should focus their resources on improving customer care and assuring the services provided to the bank customers will eventually create customer loyalty towards their banks.
format	Article
author	Annamalah, Sanmugam Munusamy, Jayaraman Chelliah, Shankar Sulaiman, Mohamed Pandian, Sivamurugan
author_facet	Annamalah, Sanmugam Munusamy, Jayaraman Chelliah, Shankar Sulaiman, Mohamed Pandian, Sivamurugan
author_sort	Annamalah, Sanmugam
title	Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
title_short	Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
title_full	Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
title_fullStr	Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
title_full_unstemmed	Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector
title_sort	service quality transformation and its impact on customer satisfaction and loyalty in malaysian retail banking sector
publisher	IDOSI Publication
publishDate	2011
url	http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/ http://irep.iium.edu.my/12343/1/M._Sulaiman_3.pdf
first_indexed	2023-09-18T20:21:33Z
last_indexed	2023-09-18T20:21:33Z
_version_	1777408141028229120

Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector

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