Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling

Customer retention is very crucial to the continuous survival of retail banking anywhere in the world, most especially when the deregulation of the sector has provided the customers with different choices to satisfy their financial needs. This has made many banks to pursue different strategies that...

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Main Authors:	Abdullah, Moha Asri, Abd. Manaf, Noor Hazilah, Yusuf, Bashir, Ahsan, Kamrul
Format:	Article
Language:	English
Published:	World Business Institute 2014
Subjects:	H Social Sciences (General)
Online Access:	http://irep.iium.edu.my/38711/ http://irep.iium.edu.my/38711/ http://irep.iium.edu.my/38711/1/4._Moha_Asri_publication_in_GEFJ_March_2014.pdf

id	iium-38711
recordtype	eprints
spelling	iium-387112018-06-20T01:50:03Z http://irep.iium.edu.my/38711/ Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Yusuf, Bashir Ahsan, Kamrul H Social Sciences (General) Customer retention is very crucial to the continuous survival of retail banking anywhere in the world, most especially when the deregulation of the sector has provided the customers with different choices to satisfy their financial needs. This has made many banks to pursue different strategies that will increase their customer satisfaction through enhanced service quality. This study examined the determinants of retail bank customer satisfaction in New Zealand through the survey of their perception about the banks service quality. The five dimensions of service quality were initially analysed in relation to customer satisfaction using the structural equation modeling technique but three were eventually used. The three factors specified to determine customer satisfaction in retail banking were found to be both practically and statistically significant. The implication is that the core, the enabling and the relational aspect of service quality must be taken care of to satisfy their customers in order to retain their loyalty. World Business Institute 2014-03 Article PeerReviewed application/pdf en http://irep.iium.edu.my/38711/1/4._Moha_Asri_publication_in_GEFJ_March_2014.pdf Abdullah, Moha Asri and Abd. Manaf, Noor Hazilah and Yusuf, Bashir and Ahsan, Kamrul (2014) Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling. Global Economy and Finance Journal, 7 (1). pp. 63-82. ISSN 1834-5891 (O), 1834-5883 (P) http://www.gefjpapers.com/static/documents/March/2014/4.%20Moha%20Asri.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Yusuf, Bashir Ahsan, Kamrul Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling
description	Customer retention is very crucial to the continuous survival of retail banking anywhere in the world, most especially when the deregulation of the sector has provided the customers with different choices to satisfy their financial needs. This has made many banks to pursue different strategies that will increase their customer satisfaction through enhanced service quality. This study examined the determinants of retail bank customer satisfaction in New Zealand through the survey of their perception about the banks service quality. The five dimensions of service quality were initially analysed in relation to customer satisfaction using the structural equation modeling technique but three were eventually used. The three factors specified to determine customer satisfaction in retail banking were found to be both practically and statistically significant. The implication is that the core, the enabling and the relational aspect of service quality must be taken care of to satisfy their customers in order to retain their loyalty.
format	Article
author	Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Yusuf, Bashir Ahsan, Kamrul
author_facet	Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Yusuf, Bashir Ahsan, Kamrul
author_sort	Abdullah, Moha Asri
title	Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling
title_short	Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling
title_full	Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling
title_fullStr	Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling
title_full_unstemmed	Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling
title_sort	determinants of customer satisfaction on retail banks in new zealand: an empirical analysis using structural equation modeling
publisher	World Business Institute
publishDate	2014
url	http://irep.iium.edu.my/38711/ http://irep.iium.edu.my/38711/ http://irep.iium.edu.my/38711/1/4._Moha_Asri_publication_in_GEFJ_March_2014.pdf
first_indexed	2023-09-18T20:55:39Z
last_indexed	2023-09-18T20:55:39Z
_version_	1777410285721616384

Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling

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