Service Quality On Customers Patronage Selected Banks In Ogun State

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Service Quality On Customers’ Patronage. Selected Banks In Ogun State

Author : Ismaila Akintan
Publisher : GRIN Verlag
ISBN 13 : 3346447588
Total Pages : 140 pages
Book Rating : 4.3/5 (464 download)

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Book Synopsis Service Quality On Customers’ Patronage. Selected Banks In Ogun State by : Ismaila Akintan

Download or read book Service Quality On Customers’ Patronage. Selected Banks In Ogun State written by Ismaila Akintan and published by GRIN Verlag. This book was released on 2021-07-26 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.

Service Quality in the Nigerian Banking Industry

Author : Bukola Oyedokun
Publisher : GRIN Verlag
ISBN 13 : 3346319164
Total Pages : 25 pages
Book Rating : 4.3/5 (463 download)

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Book Synopsis Service Quality in the Nigerian Banking Industry by : Bukola Oyedokun

Download or read book Service Quality in the Nigerian Banking Industry written by Bukola Oyedokun and published by GRIN Verlag. This book was released on 2020-12-23 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.

Patronage behaviour of Ghanaian bank customers

Author : Daniel Zac Bentum-Ennin
Publisher : GRIN Verlag
ISBN 13 : 3656767211
Total Pages : 113 pages
Book Rating : 4.6/5 (567 download)

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Book Synopsis Patronage behaviour of Ghanaian bank customers by : Daniel Zac Bentum-Ennin

Download or read book Patronage behaviour of Ghanaian bank customers written by Daniel Zac Bentum-Ennin and published by GRIN Verlag. This book was released on 2014-10-13 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doctoral Thesis / Dissertation from the year 2012 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, University of Lincoln, language: English, abstract: The aim of this dissertation is to help bank executives to develop and deliver efficient quality services to satisfy the needs of existing customers as well as to attract large number of customers. It is hoped it will further enable the management of banks to stimulate and understand more fully customers since customers’ attitude can’t be controlled. It could contribute to discussion amongst the banking fraternity regarding issues surrounding customer preferences in banking services. As a researcher who is interested in working in a bank, significant benefits can be gained from knowing how the operations of a bank can be made more efficient and thus continue to attract and maintain customers.

The News

Author :
Publisher :
ISBN 13 :
Total Pages : 682 pages
Book Rating : 4.F/5 ( download)

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Book Synopsis The News by :

Download or read book The News written by and published by . This book was released on 2004 with total page 682 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Identifying and correcting service quality problems by applying the GAP-Model - Musterstädter Golfclub e.V.

Author : Dustin Crefeld
Publisher : GRIN Verlag
ISBN 13 : 3640867068
Total Pages : 52 pages
Book Rating : 4.6/5 (48 download)

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Book Synopsis Identifying and correcting service quality problems by applying the GAP-Model - Musterstädter Golfclub e.V. by : Dustin Crefeld

Download or read book Identifying and correcting service quality problems by applying the GAP-Model - Musterstädter Golfclub e.V. written by Dustin Crefeld and published by GRIN Verlag. This book was released on 2011-03-15 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Business Management, Corporate Governance, grade: 1,0, Business and Information Technology School - The Entrepreneurial University Iserlohn (Sport & Event Management), language: English, abstract: This essay relates to the gap model of service quality developed by Parasuraman, Zeithaml and Berry. Nowadays it has become an important pattern of the modern service management processes. The gap model will be applied to the “Musterstädter Golfclub e.V.”

Design of Comparative Experiments

Author : R. A. Bailey
Publisher : Cambridge University Press
ISBN 13 : 1139469916
Total Pages : 345 pages
Book Rating : 4.1/5 (394 download)

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Book Synopsis Design of Comparative Experiments by : R. A. Bailey

Download or read book Design of Comparative Experiments written by R. A. Bailey and published by Cambridge University Press. This book was released on 2008-04-17 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book should be on the shelf of every practising statistician who designs experiments. Good design considers units and treatments first, and then allocates treatments to units. It does not choose from a menu of named designs. This approach requires a notation for units that does not depend on the treatments applied. Most structure on the set of observational units, or on the set of treatments, can be defined by factors. This book develops a coherent framework for thinking about factors and their relationships, including the use of Hasse diagrams. These are used to elucidate structure, calculate degrees of freedom and allocate treatment subspaces to appropriate strata. Based on a one-term course the author has taught since 1989, the book is ideal for advanced undergraduate and beginning graduate courses. Examples, exercises and discussion questions are drawn from a wide range of real applications: from drug development, to agriculture, to manufacturing.

Challenges of measuring dental service quality

Author : Ulrich Schmitz
Publisher : GRIN Verlag
ISBN 13 : 3668931887
Total Pages : 21 pages
Book Rating : 4.6/5 (689 download)

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Book Synopsis Challenges of measuring dental service quality by : Ulrich Schmitz

Download or read book Challenges of measuring dental service quality written by Ulrich Schmitz and published by GRIN Verlag. This book was released on 2019-05-03 with total page 21 pages. Available in PDF, EPUB and Kindle. Book excerpt: Academic Paper from the year 2018 in the subject Medicine - Dentistry, grade: 82, Manchester Metropolitan University Business School, language: English, abstract: This report presents different methods for measuring the service quality in dental health offices. The aim of this report is to show typical difficulties in measuring service quality in healthcare services and to discuss potential approaches offered by science to meet these challenges. The area of "General Dentistry" is chosen as an example for the complexity of services. The first part of this report gives an overview about the terms service, quality and service quality. The second part looks at different challenges in measuring the quality from two sides: from the perspective of the service provider, the dentist and the team, as well as from the perspective of the service recipient, the patient and the healthcare insurance company. The third part contains a discussion of methods to measure quality, paying special attention to SERVQUAL.

Why Satisfied Customers Defect

Author : Jones Staff
Publisher :
ISBN 13 : 9780000956064
Total Pages : pages
Book Rating : 4.9/5 (56 download)

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Book Synopsis Why Satisfied Customers Defect by : Jones Staff

Download or read book Why Satisfied Customers Defect written by Jones Staff and published by . This book was released on 1995-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Expedia's Capacities and Competencies for Improvement of Its Product and Service Quality

Author : Silvia Stamenova
Publisher :
ISBN 13 : 9783668713024
Total Pages : 20 pages
Book Rating : 4.7/5 (13 download)

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Book Synopsis Expedia's Capacities and Competencies for Improvement of Its Product and Service Quality by : Silvia Stamenova

Download or read book Expedia's Capacities and Competencies for Improvement of Its Product and Service Quality written by Silvia Stamenova and published by . This book was released on 2018-05-23 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2017 in the subject Tourism, grade: 5.50, Anglia Ruskin University, language: English, abstract: Service quality and effective quality management are both concepts that can and improve company's overall performance not only in the market, but also in front of the company's competitors via the creation of competitive advantage. Understanding that and applying it at the real business sector is a prerequisite for any contemporary company. Within this framework, the present report outlines several problems being faced by Expedia Inc. It also examines whether Expedia has the right capabilities and competencies to improve the quality it offers to its consumers. One of the ways of coping with the issues in question is the implementation of techniques such as Kaizen and ISO that in turn enable the company to perform service recovery via small steps, performed every day.

The UK-Nigeria Remittance Corridor

Author : Raúl Hernández-Coss
Publisher : World Bank Publications
ISBN 13 : 0821370243
Total Pages : 100 pages
Book Rating : 4.8/5 (213 download)

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Book Synopsis The UK-Nigeria Remittance Corridor by : Raúl Hernández-Coss

Download or read book The UK-Nigeria Remittance Corridor written by Raúl Hernández-Coss and published by World Bank Publications. This book was released on 2007-01-01 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study is the first research work on remittances conducted in Nigeria and reveals the actual state of its remittance market. The report describes how United Kingdom residents of Nigerian origin transfer remittances home and how the funds are distributed to their beneficiaries in Nigeria. The review presents the remittance industry conditions existing in the UKNigeria remittance corridor at the origination and distribution stages of the transactions, and the intermediaries who facilitate the transfers. The report makes conclusions and compares these main findings with lessons from other corridors. The UK-Nigeria remittance corridor has an equal dominance of formal and informal remittance intermediaries. Although several formal financial institutions for transferring money exist in the UK, many people choose to send money informally. More collaboration between the UK and Nigeria is necessary to develop the remittance market, to encourage the use of formal channels, and to enhance the development potential. Among its benefits, the remittance country partnership (RCP) between UK and Nigeria aims to reduce the cost of remittance transfers. The Nigerian government is engaging its diaspora to help spur economic growth. This report recommends that each government focus on improving data collection at its end of the corridor and do more research to provide its policymakers and its private sector with accurate information.

A Research Report based on an analysis of Service Quality of Sports Centre

Author : Md. Rajibul Hasan
Publisher : GRIN Verlag
ISBN 13 : 3656357129
Total Pages : 28 pages
Book Rating : 4.6/5 (563 download)

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Book Synopsis A Research Report based on an analysis of Service Quality of Sports Centre by : Md. Rajibul Hasan

Download or read book A Research Report based on an analysis of Service Quality of Sports Centre written by Md. Rajibul Hasan and published by GRIN Verlag. This book was released on 2013-01-22 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: Distinction, University of Lincoln, course: titel, language: English, abstract: It is an immensely complex exercise to measure the quality of a service. There are differences between product and service. In case of product, there are precise specifications such as length, depth, width, weight, color etc. On the other hand, a service can have several intangible or qualitative features. In addition, there are some expectations of the consumer regarding the service, which can differ significantly based on a range of factors such as experience, personal requirements and what other people may have said to them. To determine the service quality Parasuraman, Zeithaml, and Berry (1994) have developed a methodology known as ‘SERVQUAL’ which is a service quality questionnaire survey methodology. SERVQUAL model suggested five dimensions of service quality. They are reliability, responsiveness, tangibles, empathy, and assurance. Experiences or perceptions and expectation are measured in SERVQUAL model and SERVQUAL model has been well used in retail surroundings (Berry, 1986; Brown et al., 1993; Carmen, 1990; Finn and Lamb, 1991; Dabholkar et al., 1996) including banking, fast food, dry cleaning (Cronin and Taylor, 1992) and health care (Babakus and Mangold, 1989). In diversified businesses as the technologically advanced industrial market(Pitt et al., 1992) and B2B (business to business) services (Brensinger and Lambert,1990) include the application of the SERVQUAL. However, this model raises some doubts as to whether expectations are being assessed at all. The gap measured by the SERVQUAL model between expectation and perception is uncertain as to whether this is an indication of initial expectation or how the service is continuously reevaluated whilst it is being executed, or experienced. Therefore, SERVPERF model is proposed by Cronin and Taylor (1992), and this model eliminates expectation from the SERVQUAL, and it measures the service quality based on service perception. In this paper, the SERVPERF model is used to measure the service quality of the sports centre.

Awareness of Islamic banking products and services among non-Muslim students in selected northern universities of Malaysia

Author : Abdifatah Mohamed Musse
Publisher : GRIN Verlag
ISBN 13 : 3668358761
Total Pages : 116 pages
Book Rating : 4.6/5 (683 download)

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Book Synopsis Awareness of Islamic banking products and services among non-Muslim students in selected northern universities of Malaysia by : Abdifatah Mohamed Musse

Download or read book Awareness of Islamic banking products and services among non-Muslim students in selected northern universities of Malaysia written by Abdifatah Mohamed Musse and published by GRIN Verlag. This book was released on 2016-12-07 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2015 in the subject Economics - Finance, grade: 98%, , course: Islamic Finance and Banking, language: English, abstract: Islamic financial industry has shown positive growth that attracts many investors and clients worldwide. Malaysia, one of the pioneer members of this emerging industry, is also experiencing notable development in operating more than seventeen Islamic banking institutions. However, non-Muslim clients experience difficulties when it comes to understanding the overall system, principles, features, and sophisticated Arabic terms that Islamic banks use. The purpose of this research is to examine the level of awareness, understanding, and perceptions of non-Muslims in selected northern universities of Malaysia towards Islamic banking products and services. In addition, this study also aims to investigate if there are any demographic factors that influence the awareness, understanding, and perceptions of Islamic Banking products and services among non-Muslim students in selected universities. The result shows that the vast majority of respondents are generally aware of Islamic banking products and services. Nevertheless, the result also indicates that non-Muslim students do not have enough knowledge and understanding of Arabic terms that Islamic Banks use in their products and services. The study found that there is a significant relationship between understanding and awareness. Furthermore, the results showed that there is no significant relationship between perception and awareness. Moreover, the study found that demographic factors such as age, religion, and level of education show significant differences among respondents, while gender shows no significant difference among the respondents. This study contributes to the available literature on the Islamic banking Industry in general while imparting managerial aspects through its recommendations. It suggests that Islamic banking managers should take all necessary steps to adopt marketing policies and other endeavors in order to make sure that all clients of Islamic banks should have a maximum awareness, understanding and positive perception towards the products and services of Islamic banking.

The Implications of Economies of Scale, Scope and Network Integrity on the Privatisation of Transport Services

Author : Paul Freudensprung
Publisher : GRIN Verlag
ISBN 13 : 3869437693
Total Pages : 19 pages
Book Rating : 4.8/5 (694 download)

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Book Synopsis The Implications of Economies of Scale, Scope and Network Integrity on the Privatisation of Transport Services by : Paul Freudensprung

Download or read book The Implications of Economies of Scale, Scope and Network Integrity on the Privatisation of Transport Services written by Paul Freudensprung and published by GRIN Verlag. This book was released on 2012-03-02 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 1998 in the subject Business economics - Business Management, Corporate Governance, grade: 1.8, The University of Sydney, language: English, abstract: The objective of this paper is to discuss the development from the concept of economies of scale to the concept of economies of network integrity. Furthermore it explores how in this context user costs are linked in. Empirical evidence about the implications of those concepts for the understanding of the market structure in local bus services, aviation, trucking services, railways and ocean liner shipping is analysed. Finally lessons for governments involved with privatisation processes in transport are outlined.

Pricing and Profitability Management

Author : Julie Meehan
Publisher : John Wiley & Sons
ISBN 13 : 047082705X
Total Pages : 256 pages
Book Rating : 4.4/5 (78 download)

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Book Synopsis Pricing and Profitability Management by : Julie Meehan

Download or read book Pricing and Profitability Management written by Julie Meehan and published by John Wiley & Sons. This book was released on 2011-06-28 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: The practical guide to using pricing and profitability management to build a better business A comprehensive reference for any business professional looking to understand the capabilities and competencies required for effectively managing pricing and profitability, Pricing and Profitability Management explains how to determine the right approach, tools, and techniques for each of six key categories (pricing strategy, price execution, advanced analytics and optimization, organizational alignment and governance, pricing technology and data management, and tax and regulatory effectiveness). Exploring each category in detail, the book addresses how an integrated approach to pricing improvement can give a sustainable, competitive advantage to any organization. The ultimate "how to" manual for any executive or manager interested in price management, the book presents a holistic, comprehensive framework that shows how integrating these pricing categories into a cohesive program leads to impressive gains that cannot be achieved through a single-pronged approach. Presents a comprehensive framework for more effectively managing pricing and profitability Identities the six key categories of pricing and profitability management Shows you how to gain a competitive edge by managing pricing and profitability Taking a comprehensive view of pricing, companies can position themselves to tap a vast source of shareholder value—the ability to set and enforce profitable prices, not just once, but again and again in response to marketplace changes and evolving business needs—and this book will show you how.

Impact of Brand Image and Service Quality on Consumer Purchase Intentions. A Study of Retail Stores in Pakistan

Author : Muhammad Arslan
Publisher : GRIN Verlag
ISBN 13 : 365692144X
Total Pages : 26 pages
Book Rating : 4.6/5 (569 download)

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Book Synopsis Impact of Brand Image and Service Quality on Consumer Purchase Intentions. A Study of Retail Stores in Pakistan by : Muhammad Arslan

Download or read book Impact of Brand Image and Service Quality on Consumer Purchase Intentions. A Study of Retail Stores in Pakistan written by Muhammad Arslan and published by GRIN Verlag. This book was released on 2015-03-17 with total page 26 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, , language: English, abstract: The objective of this research is to determine the relationship between brand image, service quality and price on consumer purchase intention. Normative and informative susceptibility has indirect effect on consumer purchase intention. The empirical analysis were determined by collecting data from sample of 301 consumers of large retail stores. The findings of study reveal the positive effect of brand image and service quality on consumer purchase intention. Results reveal the insignificant relationship between price and consumer purchase intention. The findings also documented that consumers in large retail stores don’t bother prices because consumers consider that the stores charge reasonable prices. Most of consumer’s purchases depend upon the brand image and service quality. Normative and informative susceptibility have positive effect on brand image. The recommendations and suggestions are very helpful for managers and operators of large stores. Brand image depends on informative and normative susceptibility.

EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 0077169328
Total Pages : 558 pages
Book Rating : 4.0/5 (771 download)

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Book Synopsis EBOOK: Services Marketing: Integrating Customer Focus Across the Firm by : Alan Wilson

Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2016-01-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner

Financial Services Marketing

Author : Christine Ennew
Publisher : Routledge
ISBN 13 : 1136403043
Total Pages : 416 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Financial Services Marketing by : Christine Ennew

Download or read book Financial Services Marketing written by Christine Ennew and published by Routledge. This book was released on 2007-01-18 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Financial Services Marketing: an international guide to principles and practice contains the ideal balance of marketing theory and practice to appeal to advanced undergraduates and those on professional courses such as the Chartered Institute of Banking. Taking an international and strategic view of an increasingly important and competitive sector, Financial Services Marketing adopts a fresh approach in terms of structure, and is organised around the core marketing activities of marketing for acquisition and marketing for retention. Financial Services Marketing features: * Strong international focus: case studies and vignettes representing Asia-Pacific, Europe and the US. * Comprehensive coverage, focusing on both B2B and B2C marketing. * Expert insights into the latest innovations in the sector, from technological developments, CRM and customer loyalty to issues of social responsibility. Financial Services Marketing will help both the student and the practitioner to develop a firm grounding in the fundamentals of: financial services strategy, customer acquisition, and customer development. Reflecting the realities of financial services marketing in an increasingly complex sector, it provides the most up-to-date, international and practical guide to the subject available.