Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand

Service quality and consumer perception are the issues being focused solicitously by the business community today. With the expansion of the banking sector and extensive market formation, scopes of different acuity and satisfaction level for consumers seem to impose a mingle game of their perception...

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Main Authors:	Abdullah, Moha Asri, Abd. Manaf, Noor Hazilah, Ahsan, Kamrul, Azam, S. M Ferdous
Format:	Article
Language:	English
Published:	EUSEUR Pulishing 2014
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/38712/ http://irep.iium.edu.my/38712/ http://irep.iium.edu.my/38712/1/EJSSER_Published_August_2014.pdf

id	iium-38712
recordtype	eprints
spelling	iium-387122018-06-19T03:55:17Z http://irep.iium.edu.my/38712/ Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, S. M Ferdous HF5001 Business. Business Administration Service quality and consumer perception are the issues being focused solicitously by the business community today. With the expansion of the banking sector and extensive market formation, scopes of different acuity and satisfaction level for consumers seem to impose a mingle game of their perception on service quality especially in retail banking. However, this study is focused on the service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand. For this purpose, a total of 293 respondents participated in this study. Factor analysis was performed to identify the influencing dimensions of service quality, hence revealing two such factors: banking facilities and employees’ courtesy. In order to test the hypotheses vis-à-vis the effect of these two attributes of service quality, structural equation modeling was then employed. The study discovers that while banking facilities exert a significant positive influence on consumer perception, employees’ courtesy does not. The findings of the present study are expected to hold significant implications for the managers in the retail banking sector in enhancing the service quality and customer perception. The findings also expectantly reveal the most obvious implication considering banking service providers to further improve their services quality with greater efficiency and as a way to better compete in the current marketplace. However, few limitations and suggestions for possible future studies are put forward in this regard. EUSEUR Pulishing 2014-08 Article PeerReviewed application/pdf en http://irep.iium.edu.my/38712/1/EJSSER_Published_August_2014.pdf Abdullah, Moha Asri and Abd. Manaf, Noor Hazilah and Ahsan, Kamrul and Azam, S. M Ferdous (2014) Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand. European Journal of Social Sciences Education and Research, 1 (2). pp. 70-80. ISSN 2312-8429 http://euser.org/ejser/EJSER_August%202014%20Nr.2%20Vol_1.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, S. M Ferdous Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand
description	Service quality and consumer perception are the issues being focused solicitously by the business community today. With the expansion of the banking sector and extensive market formation, scopes of different acuity and satisfaction level for consumers seem to impose a mingle game of their perception on service quality especially in retail banking. However, this study is focused on the service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand. For this purpose, a total of 293 respondents participated in this study. Factor analysis was performed to identify the influencing dimensions of service quality, hence revealing two such factors: banking facilities and employees’ courtesy. In order to test the hypotheses vis-à-vis the effect of these two attributes of service quality, structural equation modeling was then employed. The study discovers that while banking facilities exert a significant positive influence on consumer perception, employees’ courtesy does not. The findings of the present study are expected to hold significant implications for the managers in the retail banking sector in enhancing the service quality and customer perception. The findings also expectantly reveal the most obvious implication considering banking service providers to further improve their services quality with greater efficiency and as a way to better compete in the current marketplace. However, few limitations and suggestions for possible future studies are put forward in this regard.
format	Article
author	Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, S. M Ferdous
author_facet	Abdullah, Moha Asri Abd. Manaf, Noor Hazilah Ahsan, Kamrul Azam, S. M Ferdous
author_sort	Abdullah, Moha Asri
title	Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand
title_short	Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand
title_full	Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand
title_fullStr	Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand
title_full_unstemmed	Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand
title_sort	service quality and consumer perception on retail banking facilities and employees’ courtesy in malaysia and new zealand
publisher	EUSEUR Pulishing
publishDate	2014
url	http://irep.iium.edu.my/38712/ http://irep.iium.edu.my/38712/ http://irep.iium.edu.my/38712/1/EJSSER_Published_August_2014.pdf
first_indexed	2023-09-18T20:55:39Z
last_indexed	2023-09-18T20:55:39Z
_version_	1777410285860028416

Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand

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