Preview

Title

Powerful Essays
Open Document
Open Document
6597 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Title
International Journal of Quality & Reliability Management
Emerald Article: Measuring perceived service quality at UAE commercial banks Naceur Jabnoun, Hussein A. Hassan Al-Tamimi

Article information:
To cite this document: Naceur Jabnoun, Hussein A. Hassan Al-Tamimi, (2003),"Measuring perceived service quality at UAE commercial banks", International Journal of Quality & Reliability Management, Vol. 20 Iss: 4 pp. 458 - 472 Permanent link to this document: http://dx.doi.org/10.1108/02656710310468614 Downloaded on: 25-11-2012 References: This document contains references to 41 other documents Citations: This document has been cited by 18 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 3070 times since 2005. *

Users who downloaded this Article also downloaded: *
Naceur Jabnoun, Azaddin Khalifa, (2005),"A customized measure of service quality in the UAE", Managing Service Quality, Vol. 15 Iss: 4 pp. 374 - 388 http://dx.doi.org/10.1108/09604520510606844 Charalambos Spathis, Eugenia Petridou, Niki Glaveli, (2004),"Managing service quality in banks: customers ' gender effects", Managing Service Quality, Vol. 14 Iss: 1 pp. 90 - 102 http://dx.doi.org/10.1108/09604520410513695 Riadh Ladhari, Ines Ladhari, Miguel Morales, (2011),"Bank service quality: comparing Canadian and Tunisian customer perceptions", International Journal of Bank Marketing, Vol. 29 Iss: 3 pp. 224 - 246 http://dx.doi.org/10.1108/02652321111117502

Access to this document was granted through an Emerald subscription provided by ASSUMPTION UNIVERSITY OF THAILAND For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years ' experience,


Citations: International Journal of Quality & Reliability Management Vol. 20 No. 4, 2003 pp. 458-472 q MCB UP Limited 0265-671X DOI 10.1108/02656710310468614 Introduction Customer retention has a significant impact on bank profitability (Newman and Cowling, 1996)
Continue Reading
View Writing Issues

You May Also Find These Documents Helpful

  • Satisfactory Essays

    Title
    • 309 Words
    • 2 Pages

    Title

    1. What is the application ZenMap GUI typically used for? Describe a scenario in which you would use this type of application. / Scanning all domains within the local domain. / If I was a financial accountant, I would use this to see what my employees are accessing and who is doing what on the company internet. I would like to find out who is compromising their privileges and accessing inappropriate sites.…

    • 309 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Satisfactory Essays

    So Far from the Bamboo Grove
    • 336 Words
    • 2 Pages

    So Far from the Bamboo Grove

    So Far From the Bamboo Grove Final Assessment 1. Mother Theme : Family Ko was late from school, Up from the north mother came… But Ko was too late. 2.…

    • 336 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Good Essays

    Title
    • 681 Words
    • 4 Pages

    Title

    Talking when it is appropriate as well as being quiet and respectful when others are presenting.…

    • 681 Words
    • 4 Pages
    Good Essays
    Read More
  • Satisfactory Essays

    title
    • 350 Words
    • 2 Pages

    title

    When I finished reading the book “Escape from Camp 14” by Blaine Harden, I realized that there were so many serious problems we should have known about the circumstance of the North Korea. It was actually much more horrible than I expected. What I have seen through this book was not only Shin’s awful situation but also the tragic relationship between Shin and his parents because of hunger, education and dehumanization.…

    • 350 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Powerful Essays

    Porcini S Pronto Final
    • 2053 Words
    • 12 Pages

    Porcini S Pronto Final

    Seth, N., Deshmukh, S. G., & Vrat, P. (2004). Service quality: A review. International Journal…

    • 2053 Words
    • 12 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Evaluation of Consumer Satisfaction Level at Standard Chartered Bank “Dhanmondi” Branch
    • 1686 Words
    • 7 Pages

    Evaluation of Consumer Satisfaction Level at Standard Chartered Bank “Dhanmondi” Branch

    Since Service Quality Assurance is a new concept in the Banking and Financial Service industry, collection of data based on Literature Review is one of the biggest constraints in the research. Most of the review done on the research has been through the web. The study provides an over view of the implementation of Internal Service Measures in Standard Chartered Bank and the role of Service Assurance in maintaining outstanding customer services.…

    • 1686 Words
    • 7 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Conjoint Analysis
    • 3604 Words
    • 15 Pages

    Conjoint Analysis

    References: Harmen Oppewal, Marco Vriens, (2000),"Measuring perceived service quality using integrated conjoint experiments", International Journal of Bank Marketing, Vol. 18 Iss: 4 pp. 154 - 169…

    • 3604 Words
    • 15 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Customer Satisfaction Questionnaire (Mba Program)
    • 1641 Words
    • 7 Pages

    Customer Satisfaction Questionnaire (Mba Program)

    Bank Negara Malaysia recently announced the introduction of a Customer Satisfaction Index (CSI) as a possible standard of excellence to benchmark organisations within the financial sector. With the merger and consolidation of financial institutions in Malaysia, their future success will depend upon customer satisfaction and loyalty. We invite you to participate in our survey to assist us develop an index that may be used to benchmark customer service level within the banking industry. This survey is designed to help us understand your experience with YOUR BANK. There are no “RIGHT” or “WRONG” answers. Kindly complete this questionnaire by placing a tick () on the appropriate scale,  to , as shown in the example below.…

    • 1641 Words
    • 7 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Customer Service Quality and Customer Service Expectations in Banking Sector
    • 3713 Words
    • 15 Pages

    Customer Service Quality and Customer Service Expectations in Banking Sector

    ✓ Angur, M. G., Nataraajan, R, and Jahera, J. S. (1999). Service Quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), 116-123.…

    • 3713 Words
    • 15 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Determinants of Rapid Growth in Islamic Banking in Pakistan
    • 4594 Words
    • 19 Pages

    Determinants of Rapid Growth in Islamic Banking in Pakistan

    Gan, C. et al (2011). An empirical analysis of New Zealand bank customers‟ satisfaction. Banks and Bank…

    • 4594 Words
    • 19 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    "Factors Affecting Customer Loyalty in Islamic Banking
    • 10453 Words
    • 42 Pages

    "Factors Affecting Customer Loyalty in Islamic Banking

    This study examines the influence of different dimensions of service quality on the customer's feelings of satisfaction and its influence on bank performance. A model of service quality, customer satisfaction and bank performance is developed in the light of literature to measure the performance of Islamic and conventional banks in Pakistan.…

    • 10453 Words
    • 42 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Proposal of Shonali Bank
    • 1406 Words
    • 6 Pages

    Proposal of Shonali Bank

    ➢ to understand the customer perceptions on different service quality dimensions while dealing with this bank…

    • 1406 Words
    • 6 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Service Quality of Banks
    • 2165 Words
    • 9 Pages

    Service Quality of Banks

    Service sector is growing in Ethiopia which basically an agrarian country is trying to become a developing country in the North Eastern Africa. Banking services have gained significant role in this country due to increasing number of customers and clients utilizing the services. The main objective of this study was to apply the SERVQUAL Model as developed by Paraswaram et.al (1988, 1995) in an Ethiopian service marketing context with particular reference to identify the service gaps by comparing the expectations and perception of the customers of the selected bank. The adopted SERVQUAL instrument had twenty two items covering five dimensions of service quality and the respondents were asked to give scores on a seven point liker scale both for the expectations and perceptions of service provided by the bank. The results showed a negative gap between expectation and perception of customers about the bank’s service quality. Suitable recommendations are given to the bank for managing the service quality gaps and for future research.…

    • 2165 Words
    • 9 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Islamic Banking
    • 7431 Words
    • 30 Pages

    Islamic Banking

    15 No.6, pp.204-216. Haron, S., Ahmad, N. and Planisek, S.L. (1994), Bank patronage factors of Muslim and Non-Muslim customers, International Journal of Bank Marketing, Vol. 12 No. 1, pp. 32-40. Kaynak, E., Kucukemiroglu, O., Odabasi, Y. (1991),Commercial bank selection in Turkey, International Journal of Bank Marketing, Vol. 9 No.4, pp.30-9. Khazeh, K, Decker, W.H (1992), How customers choose banks, Journal of Retail Banking, Vol. 14 pp.41-4. Laroche, M, Taylor, T (1988), An empirical study of major segmentation isues in retail banking, International Journal of Bank Marketing, Vol. 6 No.1, pp.31-48. McDougall, G., Levesque, T. (1994), A revised review of service quality dimensions: an empirical investigation, Journal of Professional Services Marketing, Vol. 11 No.1, pp.189-210. Metawa, S.A. and Almossawi, M. (1998), Banking behaviour of Islamic bank customers: perspectives and implications, International Journal of Bank Marketing, Vol. 16 No. 7, pp. 299-313. Naser, K, Moutinho, L. (1997), Strategic marketing management: the case of Islamic banks, International Journal of Bank Marketing, Vol. 15 No.6, pp.187-203. Naser, K., Jamal, A. and Al-Khatib, L. (1999), Islamic banking: a study of customer satisfaction and preferences in Jordan, International Journal of Bank Marketing, Vol. 17 No. 3, pp. 135-50. Shook, D.N, Hassan, S.S (1988), Marketing management in as Islamic banking environment: in search of an innovative marketing concept, International Journal of Bank Marketing, Vol. 6 No.1, pp.21. Sudin, H, Norafifah, A, Planisek, L (1994), Bank patronage factors of Muslim and non-Muslim customers, International Journal of Bank Marketing, Vol. 12 No.1, pp.32. Tan, C.T, Chua, C. (1986), Intention, attitude and social influence in bank selection: a study in an Oriental culture, International Journal of Bank Marketing, Vol. 4 No.3, pp.43-53. 163…

    • 7431 Words
    • 30 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Examining the Role of Perceived Service Quality in Predicting User Satisfaction and Behavioral Intentions in a Campus Recreation Setting
    • 3623 Words
    • 15 Pages

    Examining the Role of Perceived Service Quality in Predicting User Satisfaction and Behavioral Intentions in a Campus Recreation Setting

    Lee, H., Lee, Y., & Yoo, D. (2000), Determinants of perceived service quality and its relation…

    • 3623 Words
    • 15 Pages
    Powerful Essays
    Read More

Related Topics