Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty
by Mohd Rizal Abdul Razak, Siong Choy Chong, Binshan Lin
International Journal of Services and Standards (IJSS), Vol. 3, No. 1, 2007

Abstract: This study attempts to measure the service quality of a local Malaysian bank and its impact on customer satisfaction, as well as on customer loyalty, using self-reporting questionnaires. About 200 customers of the bank at four branches in the State of Melaka, Malaysia, participated in the research. The gap analysis carried out found pervasive evidence of negative disconfirmation. The study also confirmed the linkages between service quality and customer satisfaction and between service quality and loyalty. Based on the findings and interviews with the bank's management representative, this study recommends measures that the bank can initiate to improve the service quality, enhanced satisfaction and loyalty of customers.

Online publication date: Sun, 24-Dec-2006

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Standards (IJSS):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com