Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches

Main Naser Alolayyan, Sulieman Ibraheem Shelash Al-Hawary, Anber Abraheem Shlash Mohammad and Bahaà Abdul-Hafez Attallah Al-Nady

International Journal of Productivity and Quality Management, 2018, vol. 24, issue 4, 543-565

Abstract: The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. The study finds that the order of importance of the dimensions of service quality tested here is: assurance; reliability; tangibles; empathy; and responsiveness. Customers' satisfactions are mostly influenced by the service quality. Customers indicated high satisfaction with the five dimensions of service quality. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on assurance, and should start with improving service quality in order to raise customer satisfaction. Managers should be aware that, among the various dimensions of service quality, assurance was especially significant in fostering satisfaction for the customers of Jordanian commercial banks. It is apparent that focusing on delivering high quality services, and improve service quality effectively is critical for customer satisfaction.

Keywords: service quality; customer satisfaction; commercial banks; Jordan; structural equation modelling; SEM. (search for similar items in EconPapers)
Date: 2018
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