The influence of service quality on overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Banking in Bangkok

au.link.externalLink [Full Text] (http://www.assumptionjournal.au.edu/index.php/aumitjournal/article/view/3679/2252)
dc.contributor.author Phatcharida Jongphae
dc.contributor.author Santhiti Treetipbut
dc.date.accessioned 2016-03-29T06:49:23Z
dc.date.available 2016-03-29T06:49:23Z
dc.date.issued 2015
dc.description.abstract The main objective of this paper is to identify the critical service quality dimensions that influence overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Bangking in Bangkok. SERVPERF measurement was applied to measure service quality of Retail Bangking. 400 questionnaires were employed to collect data in front of five banks and a quota sampling method was used to ensure that representatives of each bank were proportionate based on the number of bank branches in Bangkok. Regression analysis was applied to test the hypotheses for this study. The results indicated that all five-service quality dimensions; tangible, reliability, responsiveness, assurance and empathy positively influence overall customer satisfaction and there was a positive influence of overall customer satisfaction on customer loyalty in Retail Bangking. Implications for practice are also presented and limitations of research and recommendations for further research are also discussed in this study. en_US
dc.format.extent 19 pages en_US
dc.format.mimetype application/pdf en_US
dc.identifier.citation International Research E-Journal on Business and Economics 2, 1 (November 2015), 71-90 en_US
dc.identifier.uri https://repository.au.edu/handle/6623004553/17838
dc.language.iso eng en_US
dc.subject Service quality en_US
dc.subject Customer satisfaction en_US
dc.subject Customer loyalty en_US
dc.subject Customer loyalty in retail banking en_US
dc.subject Customer satisfaction in retail banking en_US
dc.subject SERVQUAL en_US
dc.subject SERVPERF en_US
dc.subject.other International Research E-Journal on Business and Economics
dc.subject.other International Research E-Journal on Business and Economics -- 2015
dc.title The influence of service quality on overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Banking in Bangkok en_US
dc.type Text en_US
mods.genre Journal Article en_US
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