Title: Relationship between service quality and customer satisfaction: a study of Malaysian banking industry

Authors: Lay Hong Tan; Boon Cheong Chew; Syaiful Rizal Hamid

Addresses: Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, Durian Tunggal, 76100 Melaka, Malaysia ' Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, Durian Tunggal, 76100 Melaka, Malaysia ' Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, Durian Tunggal, 76100 Melaka, Malaysia

Abstract: Service quality and customer satisfaction are some of the most important factors of business competition for banking industry. With the increasingly intense competition for customers in today's banking industry, these factors are high management priorities. Using data collected from 200 bank customers in two major cities in Klang Valley, Malaysia, we investigate whether the five dimensions of SERVQUAL have an impact on customer satisfaction in Malaysian banking industry. We found out that the expectations of Malaysian banking customers are higher than perceptions in terms of service quality and tangible dimension has the largest influence on customer satisfaction. The findings provide several implications for bank management to improve upon their customer service quality in order to benefit from customer satisfaction which will lead to greater competitive advantage and profitability to the institutions concerned.

Keywords: SERVQUAL; service quality; customer satisfaction; banking industry; Malaysia; bank management; customer service.

DOI: 10.1504/IJPQM.2016.078008

International Journal of Productivity and Quality Management, 2016 Vol.19 No.1, pp.38 - 50

Received: 03 Nov 2014
Accepted: 17 Dec 2014
Published online: 31 Jul 2016 *

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