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Which Factors Influence the Customers Switching Behavior? (Evidence from the Customers of Banking Sector of Pakistan)
"... This study investigates which factors influence customer’s switching behavior specifically in banks. Flourishing organizations very well aware about one fact that the road to their success moves with their customers. Those companies who do not value their customers they create chance for their rival ..."
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This study investigates which factors influence customer’s switching behavior specifically in banks. Flourishing organizations very well aware about one fact that the road to their success moves with their customers. Those companies who do not value their customers they create chance for their rivals to capture customers. Same instance happen in banking sector. We developed a questionnaire and used that for data collection survey from 200 customers having their bank accounts in different banks of Pakistan. Results of the current study expose that number of bank branches, quality of services, profit or interest rates offered by banks to their customers directly impact on the attitude and it drive intention to behave in a particular way of customers. If the profit or interest rate will not be higher than any other bank then this factor will create intention to switch. Same behavior will be establish by customers in the case of low service quality and single bank branch or distant branch from center of city. Study also indicate that banks should concentrate on improving their service quality according to the market demand and for the betterment of customers ’ perception, satisfaction and loyalty.
EFFECTS OF CUSTOMER SERVICE QUALITY ON ORGANIZATIONAL PERFORMANCE IN THE PUBLIC SECTOR: A CASE OF EXPORT PROCESSING ZONES AUTHORITY, KENYA
, 2013
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The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer's Loyalty: Evidence from Banking Sector of Pakistan
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"... Abstract Background and Objectives: Services quality has become the major concern of policy-makers in the present rapidly growing consumer-oriented health industry. However, there is a major gap in the relevant literature in Malaysia in this particular field. Thus, this research attempted to narrow ..."
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Abstract Background and Objectives: Services quality has become the major concern of policy-makers in the present rapidly growing consumer-oriented health industry. However, there is a major gap in the relevant literature in Malaysia in this particular field. Thus, this research attempted to narrow this gap by conducting a qualitative study to gain insight into quality of healthcare services in the Malaysian private hospitals, as perceived by the patients. Methods: This interview-based study was conducted between November 2013 and January 2014. A sample of 14 patients was randomly selected for interview, from three major Malaysian private hospitals including Kuala Lumpur Pantai Hospital, Prince Court Medical Centre, and KPJ Ampang Puteri Specialist Hospital. Interview data were collected using a semi-structured questionnaire designed based on the literature review. The major themes of healthcare services quality were extracted by iterative review of the interview transcripts. Findings: Analysis of the interview data identified three important aspects of healthcare services quality as perceived by the interviewed patients, including cost and location of services delivery, quality of patient care, availability of adequate facilities. Conclusions: By identifying major factors of patient satisfaction in the private healthcare sector, this study can guide development of effective strategies leading to a higher quality of health services in Malaysia. The study also sets a baseline for future large-scale studies aiming at improving the understanding of patients' unmet expectations from the health system.
Medical Tourist’s Perception in Selecting their Destination: A Global Perspective
, 2012
"... The need for better healthcare has grown signifi-cantly in recent years, which demands an increas-ing number of countries started promoting medi- ..."
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The need for better healthcare has grown signifi-cantly in recent years, which demands an increas-ing number of countries started promoting medi-
Customer Satisfaction of Telecom Industry in Khulna City,
"... Customers are the hearts of any industry. Telecommunication being a service oriented industry always puts priority to find ways of making customers happy and satisfied. Sensing this importance, this study was conducted to determine what makes customers of Telecommunication Industry satisfied. Resear ..."
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Customers are the hearts of any industry. Telecommunication being a service oriented industry always puts priority to find ways of making customers happy and satisfied. Sensing this importance, this study was conducted to determine what makes customers of Telecommunication Industry satisfied. Researchers confined the study within Khulna City, a divisional city of Bangladesh. A structured questionnaire developed based on previous works was distributed among 300 customers of Grameen Phone, Teletalk, Rabi who were selected conveniently for the study. Only 288 competed questionnaire properly thus used for analysis. A customer satisfaction model was developed including variables taken from the extensive review of previous literature. Those variables are customer service, personal and market factors, perceived quality, perceived value, technological advancement and company image. Model was tested using STATA, statistical software package, and found personal and market factor, perceived quality, perceived value and company image statistically significant.
Tourist Satisfaction in Kashmir: An Empirical Assessment
"... Tourist satisfaction is one of the most important concerns of competitive destinations as it considerably influences the tourist’s choice of a destination, the consumption of products and services and the decision to visit the destination in the future. With the increasing role of tourism in the glo ..."
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Tourist satisfaction is one of the most important concerns of competitive destinations as it considerably influences the tourist’s choice of a destination, the consumption of products and services and the decision to visit the destination in the future. With the increasing role of tourism in the global economy and growing competition in the global tourism market, the importance of enhancing the satisfaction level of tourists is being recognized as a way to expand and maintain a large and loyal customer base for long-term success. Satisfied tourists bring success to the tourism business. They are likely to revisit and recommend the destination to their families and friends. On the other hand, dissatisfied tourists may not return to the same destination and may not recommend it to other tourists. Even worse, dissatisfied tourists may express negative comments about a destination and damage its market reputation. In view of the growing importance of tourist satisfaction for tourism promotion, present study is an attempt to measure the satisfaction level of tourists in Kashmir Valley. Based on data gathered from three hundred forty (340) tourists, the study brought to light four interpretable service quality dimensions for tourism services: Assurance, Tangibility, Responsiveness and Reliability. Findings are analyzed and suggestions for improving tourists ’ satisfaction have been discussed.
Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector
"... The purpose of this study is to establish the relationship between service quality and customer satisfaction. Two main dimensions of service quality were taken i.e. reliability and empathy. This is a quantitative analysis and the data was collected in the form of communication-based questionnaires. ..."
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The purpose of this study is to establish the relationship between service quality and customer satisfaction. Two main dimensions of service quality were taken i.e. reliability and empathy. This is a quantitative analysis and the data was collected in the form of communication-based questionnaires. The sample size was 400 respondents and four main telecom service providers were considered for the study. The results were calculated by analytical software SPSS-20. It was concluded that service reliability and service empathy both have an effect on customer satisfaction. It was also determined that some factors were more satisfactory than the others. The findings of study reveal that percentages of customer satisfaction change with the service quality dimensions of reliability and empathy. Overall, it can be established that there is a significant relationship between customer satisfaction and service quality dimensions of empathy and reliability.
