Citation

Chan, Kar Hoong and Yuen, Yee Yen and Ng, Pei Chee (2023) What motivated Malaysians in banking with the service provider in the post COVID-19 pandemic era? Issues and Perspectives in Business and Social Sciences, 3 (2). pp. 38-47. ISSN 2785-9266

Text vol3iss2paper2 - Published Version Restricted to Repository staff only Download (3kB)

Abstract

The fierce competitive environment in Malaysian banking industry has pressured the service providers into focusing on the improvement of their customers loyalty.This study aims to examine the antecedents of customer satisfaction to promote customer loyalty. This study adapted SERVQUAL model to explain the influencing factors. Hundred and one valid and reliable responses were used for data analysis. The findings suggested positive relationships between tangibility, assurance, and empathy on customer satisfaction. The relationship between customer satisfaction and customer loyalty is significantly positive. Contrary to previous findings, responsiveness and reliability are not significant in explaining customer satisfaction. This study is one of the very few studies in Malaysia and Asia to propose effective measures to enhance customer satisfaction and loyalty post COVID-19 pandemic era.

Item Type:	Article
Uncontrolled Keywords:	SERVQUAL model, Customer satisfaction, Customer loyalty, Bank services, Customer survey
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions:	Faculty of Business (FOB) Faculty of Management (FOM)
Depositing User:	Mr. MUHAMMAD AZRUL MOSRI
Date Deposited:	16 Aug 2024 01:14
Last Modified:	16 Aug 2024 01:14
URII:	http://shdl.mmu.edu.my/id/eprint/12809

Downloads

Edit (login required)