Eservice Quality For Customer Satisfaction Measurement: A Case Study On Islami Bank Bangladesh Ltd.

Authors

  • A. M. Shahabuddin IIUC

DOI:

https://doi.org/10.18034/gdeb.v3i1.169

Keywords:

E-service Quality Dimensions, GAP model, Customer satisfaction, Banks

Abstract

The purpose of the study is to identify customer satisfaction through e-service quality of Islami Bank Bangladesh Limited (IBBL). Buckley (2003:455) defines e-Service as the electronic provision of a service to customers whilst Santos (2003:234) describes e-service as the provision of consumers with a superior experience with respect to the interactive flow of information. The researchers used judgment sampling. Customers faced ATM service disorder, problems in using using sms banking services, prompt  service from the bank. User-friendly, responsive online service experiences, educating customer how to use online service, training of employees will increase the e-service quality of IBBL in future.

JEL Classification Code: M3

Downloads

Download data is not yet available.

Author Biography

  • A. M. Shahabuddin , IIUC

    Associate Professor, DBA, International Islamic University Chittagong, BANGLADESH

References

A. Parasuraman, Valarie A. Zeithaml and Leonard L. Berry, (1985)A Conceptual Model of Service Quality and Its Implications for Future Research.The Journal of Marketing Vol. 49, No. 4 . pp. 41-50.

Adrian Payne, The Essence of Services Marketing. pp: 214-225.

Akinci A, Aksoy S & Atilgan E. (2004). Adoption of Internet banking amongst sophisticated consumer segments in an advanced developing country. The International Journal of IBBL Marketing, 22(3):212-232.

Hoq, Mohammad, Muslim Amin, and Nigar Rumki. (2011) "The Effect of Trust, Customer Satisfaction and Image on Customers’ Loyalty in Islamic Banking Sector." South asian journal of management, pp 70-93. DOI: https://doi.org/10.2139/ssrn.1851427

Jessica Santos, (2003) "E-service quality: a model of virtual service quality dimensions", Managing Service Quality, Vol. 13 Issue: 3, pp.233 – 246 DOI: https://doi.org/10.1108/09604520310476490

Johnston R. (1995). The determinants of service quality: satisfiers and dissatisfies. International Journal of Service Industry Management, 6(5):53-71. Available from Emerald: http://www.emeraldinsight.com/ [Accessed: 24-05-2011].

Kang G & James J. (2004), Service quality dimensions: an examination of Grönroos's service quality model. Managing Service Quality, 14 (4)266-277. Available from Emerald: http://www.emeraldinsight.com/ DOI: https://doi.org/10.1108/09604520410546806

Mukesh Kumar, Fong Tat Kee, Amat Taap Manshor, (2009) "Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model", Managing Service Quality, Vol. 19 Iss: 2, pp.211 – 228 DOI: https://doi.org/10.1108/09604520910943198

Parasuraman, A., Valarie A. Zeithaml, Arvind Malhotra. 2005. E-S-QUAL: A MultipleItem Scale for Assessing Electronic Service Quality. Journal of Service Research. 7 (3). 213-233 DOI: https://doi.org/10.1177/1094670504271156

Robinson, G. 2000. Bank to the future. Internet Magazine.

The critical factors of customer-perceived Banking Automated Service Quality. Source: Mohammed Al-Hawari, Marketing Bulletin, 2005, 16, Article1

V A. Zeithaml and M J Bitner, Service Marketing, 4th Edition.

--0--

Downloads

Published

2014-06-30

Issue

Vol. 3 No. 1 (2014): January - June Issue

Section

Articles

License

The CC BY-NC 4.0 license lets others remix, tweak, and build upon your work non-commercially, and although their new works must also acknowledge & be non-commercial, they don’t have to license their derivative works on the same terms.
|| View License Deed ||
|| View Legal Code ||
 
Publishing paper with Global Disclosure in Economics and Business means that the author or authors retain the copyright in the paper.
This journal is granted an exclusive noncommercial reuse license by the author(s), but the author(s) are able to put the paper onto a website, distribute it to colleagues, give it to students, use it in your thesis, etc, so long as the use is not directed at commercial advantage or toward private monetary gain.
The author(s) can reuse the figures and tables and other information contained in their paper published by Global Disclosure in Economics and Business in future papers or work without having to ask anyone for permission, provided that the figures, tables or other information that is included in the new paper or work properly references the published paper as the source of the figures, tables or other information, and the new paper or work is not direct at private monetary gain or commercial advantage.

How to Cite

Shahabuddin , A. M. . (2014). Eservice Quality For Customer Satisfaction Measurement: A Case Study On Islami Bank Bangladesh Ltd. Global Disclosure of Economics and Business, 3(1), 31-38. https://doi.org/10.18034/gdeb.v3i1.169
Crossref
Scopus
Google Scholar
Europe PMC

Similar Articles

21-30 of 73

You may also start an advanced similarity search for this article.