Title: Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches

Authors: Main Naser Alolayyan; Sulieman Ibraheem Shelash Al-Hawary; Anber Abraheem Shlash Mohammad; Bahaà Abdul-Hafez Attallah Al-Nady

Addresses: Health Information Management Department, Faculty of Health and Medical Scince, Emirates College of Technology (ECT), Abu-Dhabi, UAE ' Faculty of Business and Finance, Al al-Bayt University, Al-Mafraq, Jordan ' Marketing Department, Petra University, P.O. Box 961343, Amman 11196, Jordan ' Business Administration Department, Faculty of Business, Middle East University, P.O. Box 230505, Amman 11123, Jordan

Abstract: The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. The study finds that the order of importance of the dimensions of service quality tested here is: assurance; reliability; tangibles; empathy; and responsiveness. Customers' satisfactions are mostly influenced by the service quality. Customers indicated high satisfaction with the five dimensions of service quality. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on assurance, and should start with improving service quality in order to raise customer satisfaction. Managers should be aware that, among the various dimensions of service quality, assurance was especially significant in fostering satisfaction for the customers of Jordanian commercial banks. It is apparent that focusing on delivering high quality services, and improve service quality effectively is critical for customer satisfaction.

Keywords: service quality; customer satisfaction; commercial banks; Jordan; structural equation modelling; SEM.

DOI: 10.1504/IJPQM.2018.093454

International Journal of Productivity and Quality Management, 2018 Vol.24 No.4, pp.543 - 565

Received: 05 Feb 2017
Accepted: 27 Apr 2017
Published online: 26 Jul 2018 *

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