Banking services and customer's Satisfaction in Qatar: A statistical analysis
##plugins.themes.bootstrap3.article.main##
##plugins.themes.bootstrap3.article.sidebar##
Published
Mar 1, 2005
Abstract
The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the determinants of the buying behavior of bank customers in Qatar. A questionnaire for such purpose was designed and different statistical methods were applied. The policy implications to be derived from such statistical findings is that bank's management should focus on strength areas to confirm them and weakness areas to overcome them.
Metrics
Metrics Loading ...
##plugins.themes.bootstrap3.article.details##
Keywords
Banking
References
• Winstanley, Mortha (1997); What Drives Customer Satisfaction is Commercial Banking?, Journal of Commercial Lending Review, lssn: 0886-8204, Vol. I2, Iss. 3, pp: 36-42
• Reeves, Bendar, Dis (1996); Key to Market Success- A Response and Another View, Journal of Retail Banking Services, Vol. I8 Iss. 4, pp: 33-40.
• Chakravarty, S, W, R, (I996); How Moment of Truth Define Bank - Customer Relationship, Journal of Retail Banking Services, Vol. I8, Iss. I, pp: 29-34.
• Min Krista, (1998); Banks are Leading on ATM Surcharges, but Some Key Consumers are Retreating. Journal of Retail Banking Services, Vol. 20, Iss. 4, pp: 35-43.
• Anonymous, (I998); Are Service Charges a Rip-Off? Canadian Banker, Vol. I05, Iss. 5. pp: 46.
• Crando, David, (I998); Banks Must go Beyond Traditional Measures to Understand Customers, Bank Systems & Technology, Vol. 35, ISS. 6, pp: 64.
• Brown, Tom, Gilbert, A, (I993); Improving the Measurement of Service Quality, Journal of Retailing, 69, (1) pp: 27-I39.
• Cronin, J, and Taylors, (1992); Measuring Service Quality, A Reexamination and Extension, Journal of Marketing, 65, (3), pp: 55-68.
• Lewis, R, Barbara, (1991); Service Quality, An International Comparison of Bank Customer's Expectations & Perceptions, Journal of Marketing Management, Vol. 7, pp: 47-62.
• Leonard, F, and Sasser, W 2 (1982); The Inciter of Quality, Harvard Business Review (60), Sep./Oct. 60, pp: 163-171.
• Takeuchi, H, and Quelch, J, (1983); Quality in More Than Making a Good Product, Harvard Business Review, (61), July, pp: 139-141.
• Khatib, F, and Gharaibeh, H, (1998); Service Quality, Bank Customer's Expectations in Jordan, Dirasat. Volume 25, No. I, pp: 200-210.
• Lewis, R, and Bernard H, (1990); The Marketing Aspects of Service Quality, Emerging Perspectives on Services Marketing, American Marketing, pp: 99- 107.
• Parasurman, A, and Berry L, (1991); Refinement and Reassessment of SERVQUAL Scale, Journal of Retailing, Vol. 67, No.4, pp: 420-451.
• Parasurman, A, and Zeithamal, V, Berry L, (1985); A Conceptual Model of Service Quality and Implication for Future Research, Journal of Marketing, Vol. 49, pp: 41-50.
• Parasurman, A, Zeithamal V, Berry, L, (1998); SERVQUAL A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, pp: 12-40.
• Gronross, C, {1984}; Strategic Management and Marketing in the Service Sector, U.K. Cherwell-Bratt.
• Qatar Central Bank, Annual Report, Different Issues (1998-2003).
• Qatar Central Bank, Quarterly Statistical Bulletin Different issues (1998-2003).
• Annual Reports of Commercial Banks.
• رائف توفيق (1981) ، الاستراتيجيات التسويقية في البنوك الأردنية ، الإداري ، معهد الإدارة العامة ، عمان .
• ناجي ذيب معلا (1998) ، مقياس جودة الخدمات المصرفية التي تقدمها المصارف التجارية في الأردن ( دراسة ميدانية ) ، مجلة دراسات العلوم الإدارية ، الجامعة الأردنية ، عمان
• نجم عبود (1997) ، إدارة الخدمة ، الإدارة العامة ، المجلد 37 ، عدد 2، الرياض .
• أميل عقيل وعبد الستار محمد (1998) ، نموذج تقييم أنظمة المعلومات الاستراتيجية لأداة تنافسية في المصارف ، دراسة حالة ، الإدارة العامة ، مجلد 38 ، عدد 2 ، الرياض.
• Reeves, Bendar, Dis (1996); Key to Market Success- A Response and Another View, Journal of Retail Banking Services, Vol. I8 Iss. 4, pp: 33-40.
• Chakravarty, S, W, R, (I996); How Moment of Truth Define Bank - Customer Relationship, Journal of Retail Banking Services, Vol. I8, Iss. I, pp: 29-34.
• Min Krista, (1998); Banks are Leading on ATM Surcharges, but Some Key Consumers are Retreating. Journal of Retail Banking Services, Vol. 20, Iss. 4, pp: 35-43.
• Anonymous, (I998); Are Service Charges a Rip-Off? Canadian Banker, Vol. I05, Iss. 5. pp: 46.
• Crando, David, (I998); Banks Must go Beyond Traditional Measures to Understand Customers, Bank Systems & Technology, Vol. 35, ISS. 6, pp: 64.
• Brown, Tom, Gilbert, A, (I993); Improving the Measurement of Service Quality, Journal of Retailing, 69, (1) pp: 27-I39.
• Cronin, J, and Taylors, (1992); Measuring Service Quality, A Reexamination and Extension, Journal of Marketing, 65, (3), pp: 55-68.
• Lewis, R, Barbara, (1991); Service Quality, An International Comparison of Bank Customer's Expectations & Perceptions, Journal of Marketing Management, Vol. 7, pp: 47-62.
• Leonard, F, and Sasser, W 2 (1982); The Inciter of Quality, Harvard Business Review (60), Sep./Oct. 60, pp: 163-171.
• Takeuchi, H, and Quelch, J, (1983); Quality in More Than Making a Good Product, Harvard Business Review, (61), July, pp: 139-141.
• Khatib, F, and Gharaibeh, H, (1998); Service Quality, Bank Customer's Expectations in Jordan, Dirasat. Volume 25, No. I, pp: 200-210.
• Lewis, R, and Bernard H, (1990); The Marketing Aspects of Service Quality, Emerging Perspectives on Services Marketing, American Marketing, pp: 99- 107.
• Parasurman, A, and Berry L, (1991); Refinement and Reassessment of SERVQUAL Scale, Journal of Retailing, Vol. 67, No.4, pp: 420-451.
• Parasurman, A, and Zeithamal, V, Berry L, (1985); A Conceptual Model of Service Quality and Implication for Future Research, Journal of Marketing, Vol. 49, pp: 41-50.
• Parasurman, A, Zeithamal V, Berry, L, (1998); SERVQUAL A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, pp: 12-40.
• Gronross, C, {1984}; Strategic Management and Marketing in the Service Sector, U.K. Cherwell-Bratt.
• Qatar Central Bank, Annual Report, Different Issues (1998-2003).
• Qatar Central Bank, Quarterly Statistical Bulletin Different issues (1998-2003).
• Annual Reports of Commercial Banks.
• رائف توفيق (1981) ، الاستراتيجيات التسويقية في البنوك الأردنية ، الإداري ، معهد الإدارة العامة ، عمان .
• ناجي ذيب معلا (1998) ، مقياس جودة الخدمات المصرفية التي تقدمها المصارف التجارية في الأردن ( دراسة ميدانية ) ، مجلة دراسات العلوم الإدارية ، الجامعة الأردنية ، عمان
• نجم عبود (1997) ، إدارة الخدمة ، الإدارة العامة ، المجلد 37 ، عدد 2، الرياض .
• أميل عقيل وعبد الستار محمد (1998) ، نموذج تقييم أنظمة المعلومات الاستراتيجية لأداة تنافسية في المصارف ، دراسة حالة ، الإدارة العامة ، مجلد 38 ، عدد 2 ، الرياض.
How to Cite
Al Sulaiti, Khalid, Abdullah Al Khulaifi, and Fawzi Al Khatib. 2005. “Banking Services and customer’s Satisfaction in Qatar: A Statistical Analysis”. Studies in Business and Economics 11 (1). https://doi.org/10.29117/sbe.2005.0009.
Section
Articles