The Effects of Service Quality Performance on Customer Satisfaction for Non-Banking Financial Institutions in an Emerging Economy

Cheng-Kun Wang, Mohammad Masukujjaman (), Syed Shah Alam (), Ismail Ahmad, Chieh-Yu Lin () and Yi-Hui Ho ()
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Cheng-Kun Wang: College of Management, Chang Jung Christian University, Tainan City 71101, Taiwan
Mohammad Masukujjaman: Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi 43600, Malaysia
Syed Shah Alam: Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi 43600, Malaysia
Ismail Ahmad: Arshad Ayub Graduate Business School, Universiti Teknologi MARA, Jalan Ilmu 1/1, Shah Alam 40450, Malaysia
Chieh-Yu Lin: Department of International Business, Chang Jung Christian University, Tainan City 71101, Taiwan
Yi-Hui Ho: Department of International Business, Chang Jung Christian University, Tainan City 71101, Taiwan

IJFS, 2023, vol. 11, issue 1, 1-19

Abstract: This study aims to explore the effects of service-quality dimensions on the customer satisfaction of non-banking financial institutions in an emerging economy by adopting the renowned SERVPERF model. To verify the proposed model, data was collected from thirteen non-banking financial institutions in Bangladesh using a questionnaire survey with a purposive random sampling method. Through the Smart PLS 2 software, the partial least squares structural equation modelling approach was used to analyze the collected data. Research findings reveal that, among the six dimensions of the revised SERVPERF model, assurance, reliability, responsiveness and tangibility have significant effects on customer satisfaction, but accessibility and empathy do not for the non-banking financial institutions in Bangladesh. According to the research results, implications and suggestions have been discussed for non-banking financial institution managers.

Keywords: Bangladesh; customer satisfaction; NBFI; service quality; SERVPERF (search for similar items in EconPapers)
JEL-codes: F2 F3 F41 F42 G1 G2 G3 (search for similar items in EconPapers)
Date: 2023
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