MASTER'S THESIS Relationship between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce ABSTRACT The purpose of this study is to determine the influence of service quality on customer satisfaction in hospitality operations. Service quality is an issue of great impact in any human oriented establishment which must be carried out in every establishment which yields the profitability of the firm Theses Thesis/Dissertation Collections Quality customer service has become among the hottest and most pressing issues discussed and pursued in the public and corporate arena. This stems from the service quality is known to contribute to market share and customer satisfaction. Thus
(DOC) THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION | Getu Gebre - blogger.com
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Download Free PDF. Getu Gebre. Download PDF Download Full PDF Package This paper. A short summary of this paper. Download PDF. Download Full PDF Package. Translate PDF, service quality and customer satisfaction thesis. Background of the study…………………………………………………. Statement of the problem……………………………………………………7 1.
Research Questions…………………………………………………………8 1. Research Objectives………………………………………………… Limitations of the study……………………………………………………9 1.
Scope of the study…………………………………………………………10 1. Significance of the study………………………………………………… Conceptual framework………………………………………………… Research design ……………………………………………………………15 3.
Target population and Sample size………………………………………. Data type, Data source and Collection instrument……………………, service quality and customer satisfaction thesis. Data Processing and Analysis………………………………………… Data Processing…………………………………………………………. Data Analysis……………………………………………………… WORK PLAN 4. Sead Hussein and Service quality and customer satisfaction thesis Taka for editing. I offer my sincere appreciation for the learning opportunities provided by my colleagues.
My completion of this proposal could not have been accomplished without the support of my coworkers. Finally, to my caring, loving, and supportive of my God, is a deepest gratitude and thankful. The quality of service has become an aspect of customer satisfaction. This study endeavors to discover the impact of service quality on customer satisfaction in the case banks in service quality and customer satisfaction thesis. A structured questionnaire with Likert scale will be used to collect the data by conducting survey.
The sample size is 90 and is chosen on a convenient basis, service quality and customer satisfaction thesis. Data will be analyzed by using SPSS software version: Background of the study Bank is a customer oriented services industry. A bank depends upon the customers for their survival in the market. The customer is the focus and customer service is the differentiating factors Guo et al, service quality and customer satisfaction thesis.
Efficacy of customer service is related with progressive operation. In the competitive banking industry, customer satisfaction is considered as the essence of success. Organizations operating in service industries should consider service quality a key strategic issue for the business success Spathis et al. Those service providers who establish a high level of service quality retain a high level of customer satisfaction; they also obtained a sustainable competitive advantage. Bank should be known about the expectation and perception of the customer.
In this way they can easily satisfied the customer which is directly impact on the overall performance of the bank. Customer satisfaction is one of the important tools to run a business and to achieve the mission statement. Therefore, achieving high levels of service is one method to keep customers both satisfied and loyal Perng, Banks must consider various antecedents tangibles, reliability, assurance, responsiveness and empathy of service quality in order to have delighted customers B.
Sharp, and to enhance their performance and profitability Hackl et al. Tsegay and Shifera banking sector is considered as main recipient in recent economic upturn. The birth of modern banking trace back to the imperial era, Bank of Abyssinia being the first modern bank in Ethiopia.
To summarize the history of modern banking in different era; during the imperial era different banks were allowed to function in the country i. both domestic and foreign banks, but after the socialist took over the power in it nationalized all private banks and restricted the entry of any banks by policies Alemayehu Geda, Only three government owned banks; the National bank of Ethiopia, the Commercial bank of Ethiopia and Agricultural and Industrial Development bank were running in the banking sector.
A new era began afterwhen EPRDF came in to power and allowed private ownership through licensing and supervision of banking business proclamation No. Immediately after the enactment of the proclamation private banks began to thrive highly. Currently, after entry of private banks in Ethiopia, banks are fighting with each other to gain the maximum possible slice of the market share. However, despite its huge investment and long years of existence in the banking operation, the bank is still criticized for its low level of performance and categorized under the lower level of banks category in the industry.
For this reason, the researcher is motivated to investigate the effect of service quality delivery and customer satisfaction with reference to the bank under consideration.
Service quality and customer satisfaction have been proven from past researches to be positively related Baker-Prewitt, ; Kuo, ; Gera, but no study had tested the service quality dimensions directly to see if it is related to customer satisfaction, thus, service quality and customer satisfaction thesis, there is a service quality and customer satisfaction thesis to test the direct relationship between each of the service quality dimensions and customer satisfaction.
Know days in Ethiopia, in addition to Central bank, there are three state owned and sixteen private banks Birritu, According to Rashid Al Karim the combination of tangibility, reliability, responsiveness, assurance and empathy together has significant effect on customer satisfaction.
Banks in Ethiopia are not exceptional. Therefore, conducting this research on the case bank will fill the existing empirical literature gap for the next significant researches. Being one actor in the industry, construction and business bank has been in a reformation program to adopt new technology and increase the number of branches to facilitate the service and meet its objectives through delivering its services to the customers in the market of a strong competition.
Hence, this activity perhaps has brought changes in customer satisfaction for the bank. Although construction and business service quality and customer satisfaction thesis has made a great investment to increase its performance in the industry, annual reports of the bank service quality and customer satisfaction thesis that the performance of the bank is not as expected. Therefore, to tackle the aforementioned situation, a study on the effect of delivering service quality on satisfying customer with reference to the case company can be a fruitful empirical work.
Hence, the study will investigate the effect of an independent variables, tangibles, reliability, assurance, responsiveness and empathy on the dependent customer satisfaction of the case bank, service quality and customer satisfaction thesis. The research study will be guided by the following research question for the investigations as follows: What is the relationship between the service tangibility and customer satisfaction in the bank?
The objectives of the study are: To determine the relationship between service tangibility and the customer satisfaction in the bank To determine the relationship between service reliability and the customer satisfaction in the bank To know the relationship between service service quality and customer satisfaction thesis and the customer satisfaction in the bank To explore the relationship between service assurance and the customer satisfaction in the bank To find out the relationship between service empathy and the customer satisfaction in the bank To identify which is the best SERVQUAL dimension perceived by the customer in the bank.
Scope of the study This study is mainly focused on examining the effect relationship between the service quality and its impact on customer satisfaction. The independent variables of the study are; tangibles, reliability, responsiveness, assurance and empathy with the identified dependent variable; customer satisfaction.
This study is limited to investigate the relationship between the service quality and its impact on customer satisfaction by taking the two branches of construction and business bank in adama. Significance of the study Implementation of service quality delivery in the banks would be the stage for building a good partnership with customers which consequently leads to services development and improvement.
Conducting this study on public bank like the case bank is important because it helps to provide relevant information for decision makers of the Banks. Furthermore, the findings of this study are significant for the following reasons. Therefore, in this study, each independent variables and a dependent variable will be reviewed on previous studies that are related to this topic. According to Dr Norzaidithe selection of variables in a study must have the characteristics that can be measured and it is important especially when creating and designing a questionnaire.
Theoretical framework must demonstrate an understanding of theories and concepts that are relevant to the topic of research paper. This chapter presents the overview of current literature in the frame of the presented research problem. Each of the bodies of literature is discussed which is focus on the specific nature of the relevant literatures that relates to this study. These tangibles are deployed, in random integration, by any organization to render services to its customers who in turn assess the quality and usability of these tangibles.
Customers want trustable services on which they can rely. It involves giving ears to their problems and effectively addressing their concerns and demands. Goods are most tangible which can be refer as an object that the customer can see, touch or taste while services based on the business perspectives are more of a valuable action, a deed, performance or an effort to satisfy a need and fulfil the demand from the customer Rouse, There are many definitions of services in the literature may depend on the scholars and focus on a specific research Groonros, However, service quality and customer satisfaction thesis, one of the most important and unique characteristics of services is that services are processes, not things, which mean that a service firm has no product or does not produce a tangible commodity and only an interactive process.
One of them is a Romanian engineer, Joseph M. Juran also have his own point of view regarding to the quality meaning. Juranin the business perspective state that qualities are those features of products which meet customer needs and thereby provide customer service quality and customer satisfaction thesis. The purpose of such higher quality is to provide greater customer satisfaction. However, providing more or better quality features usually requires an investment and hence usually involves increases in costs.
Parasuraman, Zeithaml and Berry stated that it may inappropriate to use a product-based definition of quality when studying the service sector and therefore developed the expression of "service quality". For this particular study, only one definition was chosen and used for it to fit the purpose.
Impact of Service Quality on Customer Satisfaction - PIA
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