Academic literature on the topic 'Banks and banking - Mauritius - Quality control'
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Journal articles on the topic "Banks and banking - Mauritius - Quality control"
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Vencataya, Lomendra, Sharmila Pudaruth, Roubina TD Juwaheer, Ganess Dirpal, and Nabeelah Meh Zabeen Sumodhee. "Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius." Studies in Business and Economics 14, no. 1 (April 1, 2019): 259–70. http://dx.doi.org/10.2478/sbe-2019-0020.
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AbstractIn today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.
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Abduh, Muhamad, Shaheen Bibi Ramjaun, and Muhamad Mustaqim. "Bank Selection Criteria and SERVQUAL Survey among Muslims in Mauritius." QIJIS (Qudus International Journal of Islamic Studies) 6, no. 2 (August 24, 2018): 221. http://dx.doi.org/10.21043/qijis.v6i2.3756.
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As a Muslim minority country located far off the east coast of South Africa, Mauritius has successfully introduced Islamic finance since 1998. However, the development is not as expected since two Islamic banking windows were closed down and the only Islamic commercial bank in the country has been struggling hard in order to generate favorable expected profits. The aims of this study are to investigate the bank selection criteria among Muslims in Mauritius and to evaluate the customer satisfaction upon the Islamic banking service quality in the country. The findings show that privacy, easy access, service quality, facilities, transparency and bank reputation are the factors influence Muslim Mauritian to patronize bank and interestingly religion and religiosity are out of it. The importance – performance analysis is used to provide an interesting visual analysis on the service quality items examined. The findings suggest that Islamic banks must improve their Tangible and Reliability aspects in order to satisfy the customers and eventually become more profitable.
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PAL, MANABENDRA N., and KOUSHIKI CHOUDHURY. "EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF TOPSIS IN THE INDIAN BANKING INDUSTRY." Asia-Pacific Journal of Operational Research 26, no. 01 (February 2009): 115–33. http://dx.doi.org/10.1142/s0217595909002110.
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The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring product lines of banks and non-banks since the financial sector reforms, banks are functioning increasingly under competitive pressures. Hence, it is imperative that banks maintain a loyal customer base. In order to achieve this and improve their market positions, many retail banks are directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. Moreover, with the advent of international banking and innovations in the marketplace, customers are having greater and greater difficulty in selecting one institution from another. Hence, to gain and sustain competitive advantages in the fast changing retail banking industry in India, it is crucial for banks to understand in-depth what customers perceive to be the key dimensions of service quality and to evaluate banks on these dimensions. This is because if service quality dimensions can be identified, service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome. The study suggests that customers distinguish four dimensions of service quality in the case of the retail banking industry in India, namely, customer-orientedness, competence, tangibles and convenience. A methodological innovation in this study has been in the use of TOPSIS in the field of customer-perceived service quality. TOPSIS has been used to evaluate and ranking the relative performance of the banks across the service quality dimensions. Identifying the underlying dimensions of the service quality construct and evaluating the performance of the banks across these factors is the first step in the definition and hence provision of quality service in the Indian retail banking industry.
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Choudhury, Koushiki. "Service Quality and WOM (Word-of-Mouth)." International Journal of Customer Relationship Marketing and Management 2, no. 2 (April 2011): 63–87. http://dx.doi.org/10.4018/jcrmm.2011040105.
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The Indian banking industry is going through turbulent times. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective and improve their market and profit positions, many retail banks are directing their strategies toward increasing customer satisfaction and loyalty through improved service quality. In the present context, characterised by rapid change and sophisticated customers, it is important that banks in India determine service quality factors, which are pertinent to the customers’ selection process, as well as the dimensionality of customer-perceived service quality. If service quality dimensions are identified, service managers can improve the delivery of customer perceived quality during the service process and have greater control over the outcome. The author suggests that customers distinguish four dimensions of service quality in the retail banking industry in India. These dimensions of customer-perceived service quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer strong support for the intuitive notion that improving service quality increases favourable behavioural intentions, namely WOM (Word-of-Mouth) communications.
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Shagari, Shamsudeen Ladan, Akilah Abdullah, and Rafeah Mat Saat. "A Proposed Model on the Impact of Internal Control Quality on Accounting Information System Effectiveness in Nigeria." Social and Management Research Journal 15, no. 2 (December 3, 2018): 80. http://dx.doi.org/10.24191/smrj.v15i2.4973.
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The overwhelmingly rapid adoption of e-business technology in theNigerian banking sector has resulted in new challenges particularly in thearea of internal control. Although there are conflicting findings on the useof Accounting Information System and internal problems in the bankingsector, the fact remains that internal control is associated with fraud. Inthis regards, for banks to effectively detect and prevent fraud, the use ofAccounting Information System as tool for effective internal control isnecessary. This study aims to propose a model of the effect of internal controlquality in Nigerian banking sector. it is hypothesised that administrativecontrol, data control, and output control has significant influence on internalcontrol quality. The study further hypothesised that internal control qualitywould significantly influence AIS effectiveness uses organisation as unitof analysis with commercial banks that are listed on the Nigerian StockExchange as the target population. A quantitative data will be gatheredusing cross-sectional survey approach. Ordinary least square will be usedfor data analysis. The findings of this study will provide a solution to bankmanagers and other stakeholders in the banking sector regarding internalcontrol weakness experiences over the years.
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Le, Thi Thu Ha, and Thanh Thuy Pham. "Assessment of the quality of the audits of Vietnamese commercial banks financial statements." Mezhdunarodnaja jekonomika (The World Economics), no. 3 (March 1, 2021): 232–38. http://dx.doi.org/10.33920/vne-04-2103-06.
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The aim of the research is to assess the quality of the audits of Vietnamese commercial banks’ fi nancial statements in recent years. Two audit quality indicators are used in the assessment: fi rstly, the quality of the audit reports and the audited fi nancial statements; and secondly, the quality of the factors aff ecting audit quality. One of the factors aff ecting audit quality the characteristic of audit organizations such as the scale of the organizations, the level of knowledge in the fi eld of banking audit, Qualifi cations and experience of auditors, Independence of the auditor and the audit organization, Cost of the audit, Audit procedures, Audit quality control. Other factors are quality control of audit of fi nancial statement of commercial banks; communication between banking supervisors; legislative base (system of accounting standards, standards on auditing); and the eff ectiveness of the internal control system (ICS) of commercial banks. To study and assess the quality of the audits of commercial banks’ fi nancial statements, the authors conducted questionnaires, interviews on audit and study of audited accounting (fi nancial) statements. The result of the research indicates that the audits of Vietnamese commercial banks’ fi nancial statements have basically met the quality required by the current auditing standards. However, there are still some shortcomings in audit methodology and procedures, audit reports and audited fi nancial statements. The authors also suggest some measures to the audit fi rms and government bodies to improve the audit quality.
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AlHaliq, Hani A., and Ahmad A. AlMuhirat. "Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector." Asian Social Science 12, no. 5 (April 19, 2016): 139. http://dx.doi.org/10.5539/ass.v12n5p139.
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<p class="a">This research aims to examine the extent of customer satisfaction with electronic banking (e-banking) services in the Saudi banking sector and to address issues with quality of services by focusing on the following: (i) ease of use; (ii) information security and reliability and its role in influencing customer adoption of electronic services; (iii) the mechanisms of monitoring and control over these services. The research employed analytic and descriptive methodology, collecting primary data through a survey. It examined various aspects of electronic services provided by banks in Saudi Arabia to shed more light on these services and customer expectations, while also taking into account modern studies in this field as secondary data. The results show that Saudi banks have succeeded in attaining significant customer satisfaction by improving their electronic services, facilitating electronic transactions, improving processing performance and enhancing the specifications of electronic services. In addition, they have achieved effective communication with their customers as well as the speed of applications. However, there is an absence of awareness and guidance for customers about the e-banking system. The results of this research lead to some recommendations for improving the electronic services provided by banks in Saudi Arabia to enhance customer satisfaction.</p>
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Ben Saada, Moufida. "The impact of control quality on the non-performing loans of Tunisian listed banks." Managerial Auditing Journal 33, no. 1 (January 2, 2018): 2–15. http://dx.doi.org/10.1108/maj-01-2017-1506.
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Purpose This paper aims to explore the extent to which the control quality impacts non performing loans (NPLs) of Tunisian listed banks by integrating the guidelines of Circular No. 2011-06 issued on 20 May 2011 by Tunisian Central Bank. Design/methodology/approach Regressions using panel data are applied on a sample of 11 listed banks during the period from 2010 to 2015. Findings The results show that the presence of foreign directors on the Tunisian bank board affects credit risk. These administrators, with knowledge, independence and technology transfer, exercise more control than institutional administrators or state representatives. The risk committee is more effective than the other committees (audit committee and credit committee) in reducing non-performing loans. The role played by this body is the most important. Practical implications Testing empirically the impact of control quality on NPL by integrating the guidelines of the Central Bank leads to a better evaluation of reforms’ application and effective measures to strengthen the banking governance practices. Originality value By exploring the application of the Central Bank’s guidelines for strengthening post-revolutionary banking governance practices, it becomes easy to assess the extent of the Circular No. 2011-06 by accounting practitioners, auditors and authority bodies to give the necessary recommendations for further reforms.
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Olannye, A. P., S. E. Dedekuma, and E. H. Ndugbe. "Enhancing Customer Retention through Electronic Service Delivery Channels in the Nigerian Banking Industry." International Journal of Business Administration 8, no. 5 (July 10, 2017): 57. http://dx.doi.org/10.5430/ijba.v8n5p57.
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Successful customer retention consists of more than just giving the customer what they expect. Electronic service delivery channels have become a means through which banks achieve their objectives of business renewal and providing effective and efficient services. The main objective of this study is to examine the effect of electronic service delivery channels on customer retention in the Nigerian banking industry. The study made use of a sample of 235 employees from some selected banks in Asaba Metropolis in Delta State, Nigeria. Cross sectional survey research design method was adopted, and the statistical tools used comprised simple percentage, correlation and multiple regression analysis. Findings showed that point of sales service exhibited the relatively highest positive effect on customer retention. It was also revealed that online banking service, point of sales service and mobile banking have significant relationships with customer retention. The study concluded that the demand for POS technology seems currently high, however banks are now taping into this opportunity by making POS available at all times, so as to reduce queuing time in the bank and give customers convenience and control. It is therefore recommended that banks should collaborate with internet service providers because it will enable banks to better control quality of service as well as enhance user’s accessibility.
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van Deventer, Marko, Natasha de Klerk, and Ayesha Bevan-Dye. "Antecedents of attitudes towards and usage behavior of mobile banking amongst Generation Y students." Banks and Bank Systems 12, no. 2 (June 23, 2017): 78–90. http://dx.doi.org/10.21511/bbs.12(2).2017.08.
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Despite the benefits that mobile banking has to offer, coupled with positive mobile penetration rates, the use of mobile devices to perform banking transactions and access financial information is not as widespread as expected. The significantly sized Generation Y cohort is a rewarding market segment for retail banks. In South Africa, however, this cohort’s mobile banking adoption is largely under-researched. Understanding the antecedents that positively influence Generation Y students’ attitudes towards and usage behavior of mobile banking will assist retail banks in their efforts to tailor their business and marketing strategies effectively towards this cohort, and in doing so, foster increased acceptance of their mobile channels. As such, the purpose of this study was to extend the technology acceptance model (TAM) and determine the influence of perceived ease of use, relative advantage, subjective norms, perceived behavioral control, perceived integrity and the perceived system quality of mobile banking on South African Generation Y students’ attitudes towards and usage behavior of mobile banking. Following a descriptive research design, self-administered questionnaires were completed by a non-probability convenience sample of 334 students registered at the campuses of three registered public South African universities located in the Gauteng province. Data analysis included correlation analysis and structural equation modeling. The findings suggest that while perceived ease of use, perceived integrity and the perceived system quality predict Generation Y students’ mobile banking usage behavior, subjective norms, perceived behavioral control and the perceived relative advantage of mobile banking predict attitudes towards mobile banking, which, in turn, predict their mobile banking usage behavior.
Dissertations / Theses on the topic "Banks and banking - Mauritius - Quality control"
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Rootman, Chantal. "The influence of customer relationship management on the service quality of banks." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/400.
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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of service delivery concepts. This study attempts to address this limitation. The study revolves around the customer relationship management and service quality of banks. Service firms, including banks, are vitally important to the economy of any country, as they contribute to its Gross Domestic Product (GDP) and employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Specifically, banks can focus on their relationships with clients and levels of service quality. In order to establish the influence of selected variables on the customer relationship management (CRM) of banks and the influence of CRM on the service quality of banks, an empirical investigation was conducted. The aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. The sample consisted of banking clients in the Nelson Mandela Metropolitan area. The sample size was 290, with a response rate of 91.03%. The empirical investigation revealed that significant positive relationships exist between both the knowledgeability, and attitude, of bank employees and a bank’s CRM. These relationships imply that more extensive knowledgeability of bank employees and bank employees with more positive attitudes lead to improved, maintained relationships between a bank and its clients. In addition, the empirical investigation revealed that CRM positively influences the service quality of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s level of perceived service quality would increase. Additionally, the empirical investigation has shown the relationship between a banking client’s age and the CRM of a bank. The higher the age of a banking client, the more that client considers the CRM of a bank to be important. There exists a relationship between a banking client’s education level and the perceived service quality of a bank. If a banking clients’ education level increases, the importance of their bank’s service quality decreases and, conversely, a banking client with a lower level of education regards the service quality level of a bank as more important than higher qualified clients. The study indicated that strategies to improve, specifically, the knowledgeability and attitude of bank employees can and should be implemented by banks in ways to positively influence their CRM and ultimately their service quality. In effect, this will increase client satisfaction and ensure client loyalty to the bank. Ultimately, this will contribute to the bank’s success, which will ensure economic stability and prosperity for a country.
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Chow, Chi-yang David, and 周志揚. "Total quality management in Hong Kong bank." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268717.
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Amoah-Mensah, Aborampah. "Customer satisfaction in the banking industry: a comparative study of Ghana and Spain." Doctoral thesis, Universitat de Girona, 2011. http://hdl.handle.net/10803/22657.
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La satisfacció és una preocupació crucial pels clients i per les organitzacions, incloent els bancs. L'estudi examina la satisfacció global dels clients dels bancs a Ghana i Espanya. Així s'analitzen aspectes com la relació entre satisfacció global i les dimensions de qualitat dels serveis bancari, així com les pròpies dimensions principals de la qualitat d'aquests serveis. Finalment, les percepcions sobre aquestes dimensions son comparades entre els bancs de Ghana i Espanya. S'han analitzat els clients de 819 bancs de Ghana i Espanya, els resultats van mostrar que els clients espanyols estaven més descontents respecte les dimensions tangibles i empatia metre que els clients de Ghana puntuaven pitjar la dimensió conveniència. En general, els clients de Ghana estaven força més descontents amb els serveis bancaris que els d'Espanya. La fiabilitat, l'empatia i la conveniència son els predictors de satisfacció global en Ghana, mentres que la fiabilitat és la única dimensió que explica la satisfacció global a Espanya.Satisfaction is a crucial concern for both customers and organisations including banks. The study examines the overall satisfaction of banks’ customers in Ghana and Spain. It also looks at the relationship between overall satisfaction and the quality dimensions of banks’ services in Ghana and Spain. It investigates the main quality dimensions of banks’ services in Ghana and Spain. Finally, the perceptions of Ghana and Spain about the quality dimensions of banks’ services are compared. By analysing 819 banks’ customers in both Ghana and Spain, the results showed that Spain was more dissatisfied with the tangibles and the empathy dimensions than Ghana. In contrast, Ghana was more dissatisfied with the convenience dimension than Spain. In general, customers from Ghana were more dissatisfied with banks’ services than those from Spain. Also whilst reliability, empathy and convenience were the predictors of overall satisfaction in Ghana, only reliability explained overall satisfaction in Spain.
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Madzivhandila, Rofhiwa. "Investigating factors affecting customer retention at Nedbank South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020100.
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The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its players. This competition is important for the proper working of the modern economy. According to Van Leuvensteijn et al. (2008), because banks act as the main vehicle for monetary policy, reduced competition in the banking sector can hinder the efficiency of monetary policy. As a result of the competition in the banking sector, customer retention is a key component of banks’ strategies in today’s market. The main aim of the study was to investigate factors affecting customer retention at Nedbank South Africa. The study focused on the institutional causes of bank customer defection and sought to investigate the effects of three factors (Customer service quality, Satisfaction with product, and Switching costs) on Customer Retention. This study showed the importance of customer retention and more importantly how the mentioned three factors affect customer retention at Nedbank South Africa. One of the highlights that came out of this research was that 50 perscent of the respondents were either considering closing their account or were likely to close their account within the next 12 months. In conclusion, these three factors were found to be important in the customer retention strategy of the bank. Recommendations were presented by the author on how to integrate the factors into a retention framework that can contribute to the profitability of the bank. Areas of future research that can be helpful to the bank were also highlighted by the author.
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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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Pather, Kumaran Loganathan. "An evaluation of the quality of service within Barclays Retail Banking Mauritius." Thesis, 2012. http://hdl.handle.net/10210/7831.
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M.B.A.Assessment of the service quality in the banking sector is necessary to obtain general performance result for both bankers and customers. Barclays presence in Mauritius dates back to 1919, and since that time the Bank has played a key role in the expansion of business on the island. Barclays currently holds a sixteen percent market share with the two local banks Mauritius Commercial Bank and State Bank Mauritius dominating their presence with a forty percent and thirty percent market share respectively. Barclays Bank Sub Sahara Africa has recently embarked on a major customer service revolution. This study attempted to examine any significant gaps between actual methods used to measure service quality within Barclays Bank Mauritius and empirically tested models in service quality and suggest how service can be better measured at Barclays by measuring service areas where significant gaps are identified between actual methods and empirically tested models. Models have been developed to find measure and assess the determinants of service quality. The works of Parasuraman et al. (1985, 1988, 1991, and 1994) led to the development of a service quality model (SERVQUAL) which is the result of a comparison of the expectations and perceptions of customers regarding a particular service and this model is used in this study. In view of improving customer service, Barclays Bank has been involved in a number of customer service surveys. For the purpose of this study, the researcher has used the results of existing surveys collected from 250 customers of Barclays in Mauritius. In addition, primary data was randomly collected in Mauritius at the main branch which is located in Port-Louis and a sample total sample size of 120 of which 60 were customers and 60 Barclay’s staff. iv Existing surveys shows that service is on the decline within Barclays Banks Mauritius. An overall gap of -1.2, performance (P) is less than expectation (E), showed that customers are dissatisfied with the overall level of service offered by Barclays Bank in Mauritius. An overall service gap of -1.04, performance (P) is less than expectation (E), showed that staff are dissatisfied with the overall level of service offered by Barclays Bank in Mauritius. Four new service dimensions were extracted from the customer data and six new service dimensions from the employee data which confirms that there is significant difference between customer and staff service dimensions at Barclays Bank Mauritius. Both the exiting surveys done by external researchers and the data in this study have the same overall conclusion, that is, service quality at Barclays Bank Mauritius is on the decline. Hence, no significant difference between theory and practice of customer service satisfaction at Barclays Bank Mauritius. A starting point to get service right within an organization has to start with the service providers themselves, all too often organizations steam ahead with service initiatives and campaigns but do not have the support and buy in of their staff. This study concludes that if employees are not properly equipped and motivated, service quality is adversely affected. Training is of prime importance to assist the company in increasing the level of service. Areas of further research has been identified for other industries in the country, banks and other institutions in the region and internationally.
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Zungu, Nkululeko PraiseGod. "Service quality at retail banks in Durban." Thesis, 2013. http://hdl.handle.net/10321/863.
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Submitted in fulfillment of the requirements of the Degree of Master of
Technology: Marketing, Durban University of Technology, 2012.The aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.
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"Towards a generic model of service quality for transactional, contractual, and relational service exchange in retail banking." Chinese University of Hong Kong, 1995. http://library.cuhk.edu.hk/record=b5895468.
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by Cyril Chi-kin Chow.Thesis (Ph.D.)--Chinese University of Hong Kong, 1995.
Includes bibliographical (leaves 165-184).
ABSTRACT --- p.i
TABLE OF CONTENTS --- p.iii
LIST OF FIGURES --- p.vii
LIST OF TABLES --- p.viii
ACKNOWLEDGEMENTS --- p.x
CHAPTER
Chapter I. --- INTRODUCTION --- p.1
The Retail Banking Industry --- p.1
Retail Banking in Hong Kong --- p.4
The Present Research Focus --- p.8
Significance of Research --- p.9
Organization of Thesis --- p.10
Chapter II. --- REVIEW OF LITERATURE --- p.11
Literature on Service Marketing --- p.11
Services as Activities --- p.12
Services as Experiences --- p.13
Services As Molecular Marketing Entities --- p.13
Services As Processes --- p.14
Services As Systems --- p.15
Service Classification --- p.17
Literature on Quality and Service Quality --- p.19
Definition of Quality --- p.19
Approach to Quality Management --- p.21
Perceived Service Quality --- p.25
Service Quality Gap Theory ´Ø --- p.26
Issues in Service Quality Measurement --- p.33
Literature on Satisfaction / Dissatisfaction --- p.39
Expectancy Disconfirmation Theory --- p.40
Attribution Theory --- p.42
Equity Theory --- p.43
Dyadic Role Expectation Theory --- p.44
Catastrophe Theory --- p.44
Service Quality - Satisfaction Link --- p.48
"Transactional, Contractual, and Relational Service Exchanges ´Ø" --- p.51
Transactional Exchange --- p.54
Relational Exchange --- p.54
Contractual Exchange --- p.56
Chapter III. --- TOWARD A GENERIC MODEL OF SERVICE QUALITY --- p.60
Service Quality Dimensions --- p.60
Product Quality --- p.62
Service Recovery Quality --- p.64
Social and Structural Relationship Quality --- p.66
Service Quality Measures --- p.67
Service Adequacy --- p.67
Service Superiority --- p.68
Degree of Tolerance --- p.68
Generic Service Quality Model --- p.70
Dimensionality --- p.70
Perceived Quality Importance --- p.71
Service Satisfaction / Dissatisfaction --- p.74
Comparison of the Generic Model and PZB Model --- p.74
Chapter IV. --- RESEARCH METHODOLOGY --- p.77
Research Design --- p.77
Focus Group Research --- p.79
Pretest --- p.82
Sampling --- p.82
Operationalization of Measures --- p.83
Forms of Service Exchange --- p.79
Service Quality --- p.86
Satisfaction --- p.87
Dissatisfaction --- p.87
Loyalty and Switching Intent --- p.87
Importance of Quality Dimensions --- p.87
Survey Response --- p.88
Response Rate --- p.88
Respondent Characteristics --- p.89
Service Exchange Respondent Grouping --- p.90
Reliability of Measures --- p.91
Validity of Measures --- p.92
Convergent and Discriminant Validity --- p.92
Concurrent and Predictive Validity --- p.94
Chapter V. --- RESULTS --- p.96
Generic Service Quality Model --- p.96
Dimensionality --- p.96
Noticeable Differences in Service Quality Dimensions --- p.98
Perceived Quality Importance --- p.100
Service Satisfaction --- p.102
Service Dissatisfaction --- p.104
Model Comparison --- p.106
Explanatory and Predictive Power --- p.107
Adequacy of Explanation --- p.108
Domain of Application --- p.108
Chapter VI --- SUMMARY AND CONCLUSIONS --- p.110
Objectives and Focus of the Research --- p.110
Operationalization of Constructs --- p.112
Reliability of Research Instruments --- p.114
Validity of Research Instruments --- p.115
Response Rate and Sample Representativeness --- p.116
Summary and Interpretation of Findings --- p.116
Significance of the Research Contribution --- p.119
Contribution to Theory --- p.119
Contribution to Practice --- p.122
Contribution to Methodology --- p.124
Evaluation of Theory from the Philosophy of Science --- p.126
Directions For Future Research --- p.128
Better Construct Measurement --- p.128
Better Data Collection Methodology --- p.129
Causal Experimental Design --- p.130
Replication Study Required --- p.130
Limitations --- p.131
EXHIBITS
Exhibit 1 All Users' SERVQUAL MSS Factor Structure --- p.132
Exhibit 2 All Users' Generic Service Quality Model MSS Factor Structure --- p.133
Exhibit 3 Transactional Users' MSA Structure --- p.134
Exhibit 4 Transactional Users' MSS Structure --- p.135
Exhibit 5 Contractual Users' MSA Factor Structure --- p.136
Exhibit 6 Contractual Users' MSS Factor Structure --- p.137
Exhibit 7 Relational Users' MSA Factor Structure --- p.138
Exhibit 8 Relational Users' MSS Factor Structure --- p.139
APPENDICES
Appendix I Measures --- p.140
Appendix II Respondent Characteristics --- p.144
Appendix III Results of One Way Analysis of Variances --- p.145
III-A Minimum Service Expectations --- p.145
III-B Desirable Service Expectations --- p.146
III-C Measures of Service Adequacy (MSA) --- p.147
III-D Measures of Service Superiority (MSS) --- p.148
III-E Measures of Tolerance Range --- p.149
III-F Perceived Service Quality Dimension Weights --- p.150
III-G Behavioural Intent and Behaviour --- p.151
Appendix IV Research Covering Letter --- p.152
Appendix V Questionnaire One (3-Column Format) --- p.153
Appendix VI Questionnaire Two (2-Column Format) --- p.159
BIBLIOGRAPHY --- p.165
CURRICULUM --- p.183
Books on the topic "Banks and banking - Mauritius - Quality control"
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Quality and productivity for bankers and financial managers. New York: M. Dekker, 1986.
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W, Harvey Thomas. The banking revolution: Positioning your bank in the new financial services marketplace. Chicago: Irwin Professional Pub., 1996.
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Find full textBook chapters on the topic "Banks and banking - Mauritius - Quality control"
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Choudhury, Koushiki. "Service Quality and WOM (Word-of-Mouth)." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, 153–77. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch010.
Full textAbstract:
The Indian banking industry is going through turbulent times. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective and improve their market and profit positions, many retail banks are directing their strategies toward increasing customer satisfaction and loyalty through improved service quality. In the present context, characterised by rapid change and sophisticated customers, it is important that banks in India determine service quality factors, which are pertinent to the customers’ selection process, as well as the dimensionality of customer-perceived service quality. If service quality dimensions are identified, service managers can improve the delivery of customer perceived quality during the service process and have greater control over the outcome. The author suggests that customers distinguish four dimensions of service quality in the retail banking industry in India. These dimensions of customer-perceived service quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer strong support for the intuitive notion that improving service quality increases favourable behavioural intentions, namely WOM (Word-of-Mouth) communications.
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Youssef, Jamile Anwar. "Investigating Consumer Finance in Lebanon." In Impact of Globalization and Advanced Technologies on Online Business Models, 32–54. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7603-8.ch003.
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The chapter aims to determine three research objectives: (1) ATM service quality in Lebanon measurement based on five dimensions, using the SERVQUAL model; (2) analyze and investigate customer satisfaction and loyalty of the ATM usage, during two different periods, before and after the following situations that Lebanon encountered: foreign currency shortage, commercial banks' informal capital control, and bankruptcy; and 3) assess the intention of the Lebanese to adopt Libra virtual currency. To achieve the objectives of the study, a questionnaire was distributed among bank clients in Lebanese. The results and analysis of the study have been done by comparing the means of SERVQUAL dimensions. The findings indicate that the Lebanese perspective of the banking system changed during the two different periods; however, their intention level to adopt a virtual currency is low.
Conference papers on the topic "Banks and banking - Mauritius - Quality control"
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Martinčević, Ivana, Vesna Sesar, and Vjekoslav Kolar. "Risk management in the function of increase quality of banking operations." In Kvaliteta-jučer, danas, sutra (Quality-yesterday, today, tomorrow), edited by Miroslav Drljača. Croatian Quality Managers Society, 2021. http://dx.doi.org/10.52730/zgke9767.
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Abstract: Risk management is an indispensable part of the financial market and banking sector and consists of the identification of various forms of risk to which banking operations are exposed. Accelerated and constant market development, globalization and internationalization of the market and new technologies bring new challenges but also risks. Risk management in today's dynamic environment brings with it numerous obstacles but also poses new challenges and opportunities for companies, which implies the establishment of appropriate corporate management and risk culture. Through an adequate and appropriate risk management system tasks and responsibilities of the supervisory and management body and senior management, the system of internal controls, control functions, organizational chart and tasks of individual organizational parts and functions are defined. The banking sector and banking operations are exposed to many risks where several risks occur simultaneously, there is no risk that is only one or placement that carries only one risk, while an additional problem that the bank faces is the quantification of risk. Identifying, measuring, assessing, managing, monitoring and reporting on risks implies defining a risk management strategy which defines the basic guidelines for medium-term risk assumption and the development of risk management and control systems. The risk management strategy is aimed at defining a set of basic standards for sustainable and effective management and control of all identified risks to which the bank is or could be exposed in its operations, taking into account the quality of implementation and compliance with business plans and objectives. The aim of this paper is to present the potential risks that arise in regular banking operations and to show banks risk management system in order to increase the quality of bank operations. Sažetak: Upravljanje rizicima neizostavan je dio financijskog tržišta odnosno bankarskog sektora, a sastoji se od identifikacije različitih oblika rizika kojim je izloženo bankarsko poslovanje. Ubrzani i konstantni razvoj tržišta, globalizacija i internacionalizacija tržišta, nove tehnologije sa sobom nose nove izazove ali rizike. Upravljanje rizicima u današnjem dinamičnom okruženju nosi sa sobom brojne prepreke ali i stavlja pred poduzeća nove izazove i prilike što podrazumijeva uspostavu odgovarajućeg korporativnog upravljanja i kulture rizika. Upravo kroz adekvatan i odgovarajući sustav upravljanja rizicima definiraju se uloge, zadaci i odgovornost nadzornog i upravljačkog tijela i višeg rukovodstva, sustav unutarnjih kontrola, kontrolne funkcije, organizacijska shema i poslovi pojedinih organizacijskih dijelova i funkcija. Bankarski sektor i bankarsko poslovanje izloženo je mnogobrojnim rizicima gdje se nekoliko rizika javlja istovremeno, ne postoji rizik koji je samo jedan ili plasman koji sa sobom nosi samo jedan rizik dok je dodatni problem s kojim se banka susreće kvantifikacija rizika. Utvrđivanje, mjerenje, procjenjivanje, ovladavanje, praćenje i izvještavanje o rizicima podrazumijeva definiranje strategije upravljanja rizicima kojom se definiraju osnovne smjernice za srednjoročno preuzimanje rizika te razvoj sustava upravljanja i kontrole rizicika. Strategije upravljanja rizicima usmjerena je na definiranje skupa osnovnih standarda za održivo i učinkovito upravljanje i kontrolu svih identificiranih rizika kojima banka je ili bi mogla biti izložena u svojem poslovanju, vodeći računa o kvaliteti primjene i usklađenosti istih s poslovnim planovima i ciljevima organizacije. Cilj ovog rada je izložiti potencijalne rizike koji se javljaju u redovnom bankarskom poslovanju i prikazati načine na koje se banka nosi s njima, odnosno upravljanja rizicima u funkciji povećanja kvalitete poslovanja.