The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge

Johanna Pangeiko Nautwima and Asa Romeo Asa
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Johanna Pangeiko Nautwima: Namibia Business School, University of Namibia, Windhoek, Namibia
Asa Romeo Asa: Faculty of Commerce, Human Science and Education, Namibia University of Science and Technology, Windhoek, Namibia

International Journal of Management Science and Business Administration, 2022, vol. 8, issue 3, 31-38

Abstract: The relationship between quality service and customer satisfaction has gained remarkable recognition since the 1980s. To date, researchers are still determined to find out how quality service in terms of tangibility, reliability, responsiveness, assurance, and empathy, impact customer satisfaction. This study provides a review of the literature on the influence of service quality on customer satisfaction in the banking sector amidst the COVID-19 pandemic to determine the existing research gap. Evidence from the literature review shows mixed results where some of the dimensions of quality service positively influence customer satisfaction while others impact it negatively. However, while evidence from the African context reveals positive relationships between the variables, the phenomenon remains inadequately researched, mainly in the Namibian context. Furthermore, empirical evidence covered under this study has examined the matter from the quantitative perspective, leaving no evidence from a qualitative standpoint. Thus, a call for further investigation to delve deeper into the issue to constrict the gap. In so doing, the study developed a conceptual framework that future studies can employ. The conceptual framework consolidates the moderation role of the COVID-19 pandemic to the relationship between quality service and customer satisfaction based on the amendments made to the services which come with variations in customer satisfaction.

Keywords: Quality service; Customer satisfaction; COVID-19; SERVQUAL model; Kano model; Service quality (search for similar items in EconPapers)
JEL-codes: M00 (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:mgs:ijmsba:v:8:y:2022:i:3:p:31-38

DOI: 10.18775/ijmsba.1849-5664-5419.2014.83.1004

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