IMPROVING BANK QUALITY DIMENSIONS TO INCREASE CUSTOMER SATISFACTION

The purpose of this study is twofold: 1. examine the relationship between service quality dimensions and customer satisfaction with bank territorial units; 2. establish which quality measure method out of the four considered in this study should be applied in order to better determine the areas that need further improvement and investment. In this respect, we performed Principal Component Regression (PCR) and considered direct importance and performance measures as well. Our results reveal that human resources have the greatest impact on customers’ satisfaction with bank territorial units and that both “Convenience and Efficiency” and “Bank personnel” are the dimensions that bank management should consider in their efforts to improve and maintain the service quality level. To the best of our knowledge, this is the first study which tries to emphasize the relationship between service quality dimensions and Romanian customers’ satisfaction with bank territorial units. The main limit of the study lies in the fact that data were collected among the customers of a single bank. Nevertheless, it provides valuable information about the Romanian market and ought to be considered a starting point for further studies.service quality, customer satisfaction, importance and performance measures, Romanian banking sector, principal component regression.

Prioritizing Service Quality Dimensions

Researchers all over have discussed and debated the contents of service quality. Multidimensionality of the service quality construct has been proposed. Further, researchers have attempted to prioritize the service quality dimensions. Authors have, as a part of a larger research initiative have made an attempt to analyze the prioritization among different service dimensions across different services types based on nature of service act and target of service act. Authors have concluded that a generalization of priority across all service types is not admissible. They also suggest different weights for different service quality dimensions depending upon the service types

Metrics for Measuring Data Quality - Foundations for an Economic Oriented Management of Data Quality

The article develops metrics for an economic oriented management of data quality. Two data quality dimensions are focussed: consistency and timeliness. For deriving adequate metrics several requirements are stated (e. g. normalisation, cardinality, adaptivity, interpretability). Then the authors discuss existing approaches for measuring data quality and illustrate their weaknesses. Based upon these considerations, new metrics are developed for the data quality dimensions consistency and timeliness. These metrics are applied in practice and the results are illustrated in the case of a major German mobile services provider

Multitasking, quality and pay for performance

We present a model of optimal contracting between a purchaser and a provider of health services when quality has two dimensions. We assume that one dimension of quality is contractible (dimension 1) and one dimension is not contractible (dimension 2). We show that the optimal incentive scheme for the contractible dimension depends critically on the extent to which quality 1 increases or decreases the marginal cost and marginal bene?t of quality 2 (i.e. substitutability or complementarity). If the two quality dimensions are substitutes, three possible solutions arise: a) the optimal incentive scheme is high powered: the incentive is equal to the marginal bene?t of quality dimension 1 and the optimal quality in dimension 2 is zero; b) the optimal incentive scheme is low powered: both quality dimensions are positive; the incentive is below the marginal bene?t of quality dimension 1; c) it is not optimal to introduce pay for performance as the gain of welfare from an increase in quality dimension 1 is lower than the loss of welfare from an increase in quality dimension 2. If the two quality dimensions are complements the incentive scheme is always high powered: the incentive is above the marginal bene?t of dimension 1 and both quality dimensions are positive.quality, altruism, incentives

Evaluating the Customer Satisfaction’s Effect on Murabahah and Mudarabah Financing in Islamic Banking

There are a considerable number of studies on the service quality dimensions of banking industries, but little researches were carried out on the product quality dimensions, and this led to the minimal understanding of the impact of product quality dimensions from the customers’ standpoints, This research sought to identify the impact Islamic banking products (Murabahah and Mudarabah) dimensions on customer satisfaction. The study surveyed Islamic bank customers (users of the Islamic bank’s products in Nigeria) using questionnaires to seek responses, a convenient sampling technique was conducted to reach out to customers, and the use of PLS-SEM 3 was employed for the analysis of the data. The result model shows an R2 value of 0.414 (for Murabahah), which means 41% of the variance in customer satisfaction is explained by the exogenous constructs of perceived quality, cost, convenience and compliance of Murabahah, and R2 value of 0.309 (for Mudarabah) which means 31% of the variance in customer satisfaction is explained by the exogenous constructs of perceived quality, cost, convenience and compliance of Mudarabah. The values of R2 for Murabahah and Mudarabah show that the constructs were moderate in determining the satisfaction level of customers as they produced 0.414 and 0.309 respectively

Knowledge management system quality:a survey of knowledge management system quality dimensions

The knowledge management systems are becoming more complex and diverse as a result of advances in information technology. Nowadays, users demanding for more accurate and reliable KMS systems increases the awareness and need of KMS quality. To enhance KMS quality the quality dimensions should be identified first. This paper focuses on investigating the quality dimensions of related KMS work namely: software quality dimensions, data quality dimensions, information quality dimensions and knowledge systems quality dimensions. The extracted quality dimensions will be proposed as the basis of KMS quality dimensions that will be mapped with KM processes to produce the KMS quality framework

Quality Dimensions for B2C E-Commerce

Organizations have still not realized the full potential of e-commerce. One factor that is likely to influence the further adoption of e-commerce is the quality of the e-commerce system as system quality impacts user satisfaction and hence use of the system. However, in order to improve the quality of any systems, one first needs to identify measures to assess quality. Although other researchers have recognized the need for such measures, they have primarily focused on a single specific aspect of e-commerce systems, typically the user interface. In this paper we identify the key components of e-commerce systems and synthesize existing research related to quality of these components to arrive at a comprehensive list of quality dimensions, which in turn provide measures to assess the quality of e-commerce systems

Service quality dimensions affect outpatient satisfaction

Background: Monitoring the level of patient satisfaction is the target of health agencies, in this case hospitals, to develop and compete with other hospitals. This measure is to determine the extent to which the dimensions of the quality of health services that have been prepared meet patient expectations. The increasing quality of service in a hospital is expected to be able to meet the expectations of patients so that this results in patient satisfaction. One type of health service that exists in hospitals is outpatient services which are required to provide quality services, by providing services to patients and patient families in accordance with quality standards of meeting patient needs and expectations.Objectives: To determine the influence of service quality dimensions on outpatient patient satisfaction.Methods: This type of research is quantitative with a cross-sectional research design. The population in this study were all outpatients at RSUP Dr. Soeradji Tirtonegoro. The sampling technique used in this study is probability sampling with simple random sampling. The number of samples in this study were 200 respondents. Data analysis in this study used univariate analysis, bivariate analysis with Spearman rank and chi-square statistical tests and multivariate analysis with logistic regression statistical tests.Results: The results showed that there was an influence of responsiveness and empathy dimensions on general outpatient patient satisfaction at hospital of dr. Soeradji Tirtonegoro. It is known that in the multivariate test both dimensions were affected 5 and 27 times respectively in influencing general outpatient patient satisfaction with a p-value of 0.003 and a p-value of 0.005, respectively.Conclusions: There is an influence between the dimensions of quality (Responsiveness and Empathy) on patient satisfaction outpatient at dr. Soeradji Tirtonegoro hospita

University rankings in action? The importance of rankings and an excellence competition for university choice of high-ability students?

This paper analyzes how high-ability students respond to different indicators of university quality when applying for a university. Are some quality dimensions of a ranking, e.g. research reputation or mentoring more important than others? I estimate a random utility model using administrative application data of all German medical schools. As identification relies on the variation in quality indicators over time, I can disentangle the response to changes in quality indicators from the common knowledge regarding the overall university attractiveness. Results show that the ranking provides more relevant information in the quality dimensions mentoring, infrastructure and students' satisfaction than with respect to research. --Higher education,university choice,college admission,conditional logit