THE INFLUENCE OF SERVICE CONVENIENCE ON CUSTOMER SATISFACTION ON BANKING INDUSTRY
- Project Research
- 1-5 Chapters
- Quantitative
- Correlation
- Abstract : Available
- Table of Content: Available
- Reference Style: APA
- Recommended for : Student Researchers
- NGN 3000
EXCERPT FROM THE STUDY
Service quality has received considerable interest and debate in the research literature. Parasuraman et al. (2019) have defined perceived service quality as ‘the discrepancy between what the customer feels that a service provider should offer and his or her perception of what the service firm actually offers’. Service quality may be defined as the extent to which a service meets customers’ needs or expectations (Lewis and Mitchell, 1990). Dimensions of service quality as identified by Grönroos (2019) (Nordic perspective) are functional, technical and corporate image. Parasuraman et al. (2018) (American perspective) focus on five dimensions of service quality, namely, reliability, responsiveness, assurance, empathy and tangibility. Rust and Oliver (2017) have proposed three dimensions of service quality: functional, technical and environment. Literature proves that service quality does not have unique dimensions. Service quality is known to be based on multiple dimensions (Grönroos, 2019), but there is no general agreement about the dimensions (Brady and Cronin Jr, 2001). It points towards the difficult process to identify those dimensions of service quality that are applicable to all types of service settings.
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