A two-phase multiobjective optimization for benchmarking and evaluating service quality in banks

This study empirically evaluated two models of service quality pertaining to recreationists who visited a Pacific Northwest National Forest. The use of service quality ratings to measure an agency's provision of recreation services, facilities, information, experiences and so forth has grown substantially over the past decade. Greater examination of an overall measure of service quality is needed, as well as a better understanding of what specific items and service quality dimensions best predict overall service quality. In this study, the dependent variable (overall service quality) was operationalised by creating an index of quality domains. The results showed that the quality items were very good predictors of their respective domains, and that the same items were very good predictors of overall service quality. Overall these models were found to be excellent predictive models that accounted for a very high proportion of the variance. The first model, regressing the quality items on the quality dimensions, accounted for 28–50% of the variance, while about 71% of the variance was accounted for when regressing the quality items on the overall service quality measure. The results of this study add to the body of literature suggesting the use of a multiple-item index as a dependent measure of overall service quality rather than a single-item indicator of overall service quality. Additionally, the service quality items and dimensions used in this study contribute to a larger body of literature focused on developing a model of service quality that can be practically applied in an outdoor recreation setting.

Purpose This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector. Design/methodology/approach A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis. Findings A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions. Practical implications The new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions. Originality/value The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29-item questionnaire exclusively adapted to the unique nature of the banking sector.

With the development of the interest rate liberalization in China, the narrowing of spreads has great influence on China's commercial banks operating income, the commercial banks pressure is increasingly urgent. The electronic bank, as the main means of innovation, was being developed rapidly in recent years, which played an important role in reducing the constantly increasing intermediary business income during operation. The electronic banks promote the business innovation, and it is very convenient for the customer service. The purpose of innovation is to improve the quality of service. Bank service quality is an important factor to affect the bank's reputation and an important means of competition among banks. Based on the model of service quality of commercial banks, according to Chinese current situation, the paper puts forward an evaluation method using the FAHP-FUZZY model of service quality evaluation, in order to promote the continuous improvement of commercial banking service quality.

A composite service can have its overall Quality of Service (QoS) measure computed with the QoS measures of its constituent services. In the stochastic case of QoS modeling, accurate computation for the probability distribution of the composite QoS measure is NP-hard because of the inherent complexities of probability value calculation for the function of discrete random variables. However, given reasonable assumptions on the monotony of the composite QoS function and on the independence of constituent QoS measures, we have proposed a lower bound approximation algorithm that computes the approximate value of the composite QoS distribution for admission test purpose in much lower-order complexity of time even in the worst case. The effectiveness of the proposed method is verified and compared against the naive algorithm using simulative trace data.

The respondents’ perspective on service interaction is an important design consideration in service quality evaluations. In Information Technology (IT) field, the enterprise IT service, unlike the traditional service, entails more service interaction, evolving the interactions between the service users and IT department, the interactions between the service users and IT system. The importance of evaluating the enterprise IT service quality has been discussed for several decades. However, there is no universal agreement on the enterprise IT service quality model. This research, taking a cognitive approach, seeks to construct an enterprise IT service quality model based on the service interaction theory. Based on relative literature, we propose a two-dimensional model: human delivered service and system delivered service quality. Following a psychometric procedure, we have collected data and analyzed the construction of the model. The result shows that the enterprise IT service quality measurement instrument has been developed and validated. This model has provided theoretical support for IT service providers to measure users’ satisfaction and improve the service quality.

Objective: The purpose of this conceptual paper is to critically review and discuss the perceived service quality of the water and sewerage services with the addition of sustainability factor with respect to economic, environmental and social aspects among the Malaysian water and sewerage companies.
 Methodology: The review of various service quality models and sustainability models that has led to our findings on knowledge gap between sustainability and service quality especially in utility services sector (water and energy).
 Results: The authors propose a modified SERVQUAL model with six independent variables namely tangibles, reliability, responsiveness, assurance, and empathy with an additional dimension i.e. sustainability. Addition of sustainability has modified the existing SERVQUAL instrument to be called sustainable service quality or SUSSERV.
 Implication: The paper involves discovering the lack of research in sustainability service quality particularly in the context of Malaysian water services (including sewerage). This review should be able to answer the question why SERVQUAL is not appropriate for measuring water services quality thus requiring some improvement or modification using SUSSERV. Previous efforts and focus have been made based on water quality and water treatment or process quality (technical issues), thus this paper is an attempt to fill the gap between service, product and process quality by adding sustainability dimension in service quality evaluation.

The study aims to test the nature of the association between the quality of banking services and its role in achieving customer satisfaction. This study tested the quality of banking services in south Asian countries and identified the various relative importance’s representing the quality of banking services. The study included a purposive sample of commercial banks from 139 individual banks, and the study used statistical software STATA to analyse the results. The results presented that there is a positive and important association among the quality of banking services and customer satisfaction. As a result of these challenges, it has become necessary for banking organizations to take into account the philosophy of customer satisfaction, which provides them with a competitive advantage that contributes to achieving high level of profitability.

This paper presents an applied study that is of a descriptive nature in terms of data collection. The study is conducted in two stages: qualitative and quantitative. It aims to provide a model to explain the factors affecting the quality of agile banking services. The target population in the qualitative stage consists of academic and banking industry experts. In the quantitative stage, the target population consists of the customers of the National Bank of Iran in the city of Qazvin. In this study, in order to assure the reliability of the measurement instruments, three criteria are used, including factor loadings, Cronbach's alpha and composite reliability. Also, in order to evaluate the relationship between the variables and their impacts on each other, the partial least squares method (PLS) and the smart-pls software are used. The results confirm all the research hypotheses including the effects of behavioral quality of service providers, quality of machine services, quality of electronic services, quality of transactional services and quality of service system on the quality of agile banking services.

This research is a literature review of service quality concepts, models, and their organisation based on service quality measurement scales and operationalisation techniques. Services marketing literature is reviewed from 1938 to 2018; important service quality concepts and models are classified into major groups for better understanding of service quality measurement scales and operationalisation techniques. The study identified five important developments in the service quality literature: disconfirmation theory, gaps model of service quality, normative expectations-differential scale, ideal expectations-differential scale, and performance-only scale. Subsequently, based on measurement scales and operationalisation techniques, the literature is classified into six distinctive groups: industry/function specific scales, multiple gaps scales, hierarchical scales, internal and external scales, conceptual differentiation, and other approaches to service quality. These six groups are recommended to be used for classifying any research involving measurement and operationalisation of service quality. The study contributes to better understanding of service quality conceptualisation centred around measurement scales and operationalisation techniques.

Socio-cultural contexts determine different aspects of service quality; therefore, the definition of service quality varies from one setting to another. The measures of bank service quality that largely come from the research in the western context cannot be used as such in developing countries. This paper develops a scale for measuring service quality in the banking institutions of Pakistan, a developing country. Data was collected from the customers of four large banks in Pakistan using a mall intercept approach. Using confirmatory factor analysis on AMOS a measurement scale was developed. Bank service quality emerged as a six dimensional construct. The developed model is different from previous models reported in the literature, showing that determinants of service quality are essentially context-dependent. The model showed sound psychometric properties. The findings are noteworthy in that they expand our knowledge of what actually matters in the measurement of bank service quality.

Objective - This study examines the factors affecting the quality of Islamic banking services in Indonesia, and its impact on customer satisfaction. Methodology/Technique - Questionnaires were distributed to 300 people, with 286 respondents having completed and returned the questionnaires. A descriptive analysis was conducted to ascertain the elements of Islamic banking services. Further, multiple regression analysis was used to analyze the influence of the quality of Islamic banking services on customer satisfaction. The results show that all elements of banking services are not in accordance with the expectations of the respondents as customers, particularly with respect to Automatic Teller Machine ('ATM') services. Findings - The results show that, with respect to all elements examined, the value of expectations was higher than the service received by customers. In addition, not all of the study hypotheses were accepted. The expectations of banking services were not influenced by Word of Mouth ('WOM'), personal characteristics or experience. Further, the source of information obtained, the age or income of the respondents, and their education and experience, did not have an affect on the expectations of Islamic banking services. Novelty - A high quality of Islamic banking services significantly affects customer satisfaction. In an effort to improve services in that industry, Islamic banking in Indonesia would benefit from placing more attention on all elements of the services provided to customers, particularly ATM services. Further, based on the findings of this study, the elements of customer service should be addressed regardless of the characteristics of the customers, such as age, income, education or experience. Type of Paper - Empirical Keywords: Service Quality; Customer Satisfaction; Islamic Banks; Indonesia. JEL Classification: G20, G21, G29.

It is essential for organizations to invest and improve employee outcomes to enhance organizational competitiveness and growth in today's world. However, most organizations place management objectives above the career competencies of employees. Therefore, this study investigated 1. the effect of high-performance work practices on employee career competencies in the banking industry. 2. the mediating effect of employee career competencies on the relationship between high-performance work practices and employee outcomes in the banking sector. The study adopted a quantitative approach with a total of 340 respondents from various banks in Tanzania. The data was analyzed using Covariance Based Structural Equation Modelling (CB-SEM). The results of the finding indicate that high-performance work practices have a significant effect on employee career competencies. Similarly, employee career competencies significantly impact service quality, creative performance, and extra-role performance in banks. Also, employee career competency does not mediate the relationship between high-performance work systems and service quality in the banking industry.

Mobile broadband technologies are now an important part of the communication infrastructure even for most of the developing world. These technologies can potentially play an important role in improving the socioeconomic status of rural areas. However, adaptation of these technologies for provision of relevant multimedia services faces major challenges. Perhaps, Quality of Service (QoS) issues still tops the list of such challenges. In this work we study how to evaluate the QoS of cellular-based systems focusing on an application perspective. We quantify the QoS levels for different traffic models using application and network related parameters to identify the most suitable configuration for running multimedia-based services. More specifically, our analysis is based on considering a unified measure combining key QoS metrics such as packet loss, and delay. For evaluation purposes, we also investigate the QoS issues of deploying a distance education platform running over UMTS cellular systems. The QoS issues related to the deployment of multimedia services in cellular technologies are then considered and analyzed in detail through simulation studies. The results show that by inclusion of the communication technology and application related parameters along with the number of users in QoS evaluations, better performing network configurations can be readily selected. This is achieved, through our proposed application-based QoS evaluation scheme that is based on combining various related measures. The proposed scheme is shown to be particularly beneficial for evaluating and improving QoS for multimedia-based heterogeneous networks.

Purpose- This paper aim to look at the relationship between service quality and customer satisfaction, and the impact of CSR on customer satisfaction, the impact of customer satisfaction on word-of-mouth, the impact of customer satisfaction on loyalty intention. This paper also compares the effect of service quality across different types of commercial banks, including state-owned commercial banks and city commercial banks, using SERVQUAL model. Design/methodology/approach- The sample is made up 368 bank customers, 196 from stated-owned commercial banks and 172 from city commercial banks from different cities of Guangxi, China. The data have been collected using the structured questionnaire. T-test, F-test, Crosstab analysis and multiple regression be used for analyzing data. Findings- The result shows that perceived service quality is positively related to customer satisfaction, the results reveal that the responsiveness, assurance and empathy have highest impact on customer satisfaction. There is a significantly different perception of service quality between state-owned commercial banks and city commercial banks. Customers of city commercial banks has higher perceived service quality. On the other hand, this paper finds that older people of respondents are more satisfaction and more loyalty then younger respondents. This study also finds that CSR is positively related to customer satisfaction, customer satisfaction is positively related to word-of-mouth, customer satisfaction is positively is positively related to loyalty intention. Originality/value- First, this paper conducts a survey of commercial banks in China banking industry, and analyses the difference in perceived service quality between state-owned commercial banking and city commercial banking. It could be very useful from the managing marketing perspective in increase bank competitiveness. Second, this paper examines Chinese commercial banking service quality and the effects of every factors on customer satisfaction by quantitative analysis method. The result is helpful for improving customer satisfaction and preventing customer defections. Final, this paper the investigates level of CSR activity, customer satisfaction, word-of-mouth and loyalty intention, by studying customers’ behavior. The results could provide a suitable direction in order to meet customers’ demand trend.

In field of service design, the research and application of service quality plays an important role in the development and competition of enterprises by establishing brand image and generating market effect. Therefore, experts in management and marketing have studied it and found that the quality of service in the industry has a great impact on consumer satisfaction, consumer experience and brand loyalty. Based on the research and development of the concept of service quality, PZB, a famous American marketing expert team, established SERVQUAL (SQ) model through the test of retail cases, and constantly revised and improved it, which was applied to multiple service industries. Through literature review, this paper analyzes the application of SERVQUAL model in China and abroad, mainly involving retail industry, medical service industry, e-commerce industry, tourism service industry and other service fields. The study found that SERVQUAL model plays a guiding role in evaluating the management of emerging enterprises, consumers’ preference for services, and resource allocation of service industries in developing countries. In addition, this paper compares the application of SERVQUAL (SQ) model and its derivative SERVPERF (SP) model in the service field, and finds that SP model is mainly a result-oriented quality of service study, while SERVQUAL model is mainly a result-oriented quality of service study based on process dynamic change. In the multi-field studies, it is found that SERVQUAL model, as a common basic model, combines the Fuzzy theory, Functional quality deployment and Kano model to comprehensively evaluate the service quality in the application field and provide decision support for enterprise development. Finally, this article discusses and summarizes the study of service quality, revises and improves the research model, and looks forward and proposes future service quality studies to provide more market and social value to service industry.