Article | 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden | Prioritizing the Main Influencer Factors of Service Quality by Using the Hysteresis Model: A Case Study on Retail Banking

Title:
Prioritizing the Main Influencer Factors of Service Quality by Using the Hysteresis Model: A Case Study on Retail Banking
Author:
Amin Beidokhti: Department of management, Semnan university, Republic Islamic of Iran A. H. Rezai: Department of business administration, Semnan university, Republic Islamic of Iran M. A. Saboorynia: Graduated in M. A degree, Semnan university, Republic Islamic of Iran Mohammad Abdolshah: Azad university of semnan, Republic Islamic of Iran
Download:
Full text (pdf)
Year:
2008
Conference:
11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden
Issue:
033
Article no.:
050
Pages:
599-611
No. of pages:
13
Publication type:
Abstract and Fulltext
Published:
2008-12-09
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


Export in BibTex, RIS or text

Purpose: Previous researches in service quality and customer satisfaction in retail banking because of their partial viewpoint have only partial applications. Fact is that; managers in the process of decision making need comprehensive information about customers. Decisions made with partial information have a little reliability. This study attempts to debate about service quality and customer satisfaction in comprehensive way.

Design/methodology/approach: The sample of the study consists of Iran’s Melli bank customers located in Tehran; the capital of Iran. The questionnaire was based on hysteresis model’s variables (Attractiveness; zone of tolerance) and effect. Psychometric properties of the scale (such as reliability) were tested.

Findings: The hysteresis model presented here and the results of the study reveal the integrity of staff; security of account information and accuracy in operations as the most important factors in retail banking.

Research limitations/implications: First the sample of the study is small and is limited to the Melli bank customers. Second; the number of factors which were investigated are low.

Originality/value: It has not been conducted any empirical research using hysteresis model to see whether it replicates previous researches. This study is necessary; useful and relevant because; it focuses on the service quality and the study explores service quality in a comprehensive way (hysteresis model).

Keywords: Service quality; Kano model; hysteresis model; banking

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Amin Beidokhti, A. H. Rezai, M. A. Saboorynia, Mohammad Abdolshah
Title:
Prioritizing the Main Influencer Factors of Service Quality by Using the Hysteresis Model: A Case Study on Retail Banking
References:

1. Bhattacharyya; S.K. and Rahman; Zillur; (2004) “Capturing the customer`s voice; the centerpiece of strategy making: A case study in banking”; European business review; Vol 16; No 2; pp. 128-138.


2. Galloway; L.; (1999); “Hysteresis: a model of consumer behavior?”; Managing Service Quality; Vol. 9; No. 5; pp. 360-370


3. Herzberg; F.; Mausner; B. and Snyderman; B. (1959); “The Motivation to Work”; Wiley; New York; NY.


4. Johnston; R.; Silvestro; R.; Fitzgerland; L. and Voss; C. (1990); “Developing the determinants of service quality”; in the proceedings of the 1st international research seminar in service management; La Londes les Maures; June.


5. Johnston; R. (1995a); “The zone of tolerance: exploring the relationship between service transactions and satisfaction with overall service”; International Journal of Service Industry Management; Vol. 6 No. 2; pp. 46-61.


6. Johnston; R. (1995b); “The determinants of service quality: satisfiers and dissatisfiers”; International Journal of Service Industry Management; Vol. 6; No. 5; pp. 53-71.


7. Johnston; R.; (1997); “Identifying the critical determinants of service quality in retail banking: importance and effect”; International journal of bank marketing; Vol. 15; No. 4 pp. 111-116.


8. Kano; N.; Seraku; K; Takahashi; F. and Tsuji; S. (1984); “Attractive quality and must-be quality”; Hinshitsu; (Quality; The Journal of the Japanese Society for Quality Control); Vol. 14; No. 2; pp. 39-48.


9. Liljander; V. and Strandvik; T. (1993); “Estimating zones of tolerance in perceived service quality and perceived service value”; International Journal of Service Industry Management; Vol. 4 No. 2; pp. 6-28.


10. Mersha; Tigineh and Adlakha; Veena; (1992) “Attributes of Service Quality: The Consumers` Perspective”; International journal of service industry management; Vol 3; No 3; pp 34-45


11. Parasuraman; A.; Zeithaml; V.A. and Berry; L.L. (1985); “A conceptual model of service quality and it’s implication for future research”; Journal of marketing; Vol. 49; pp.41-50.


12. Peters; V. J.; (1999) “Total service quality management”; Managing service quality; Vol. 29; No.1; pp 6-12.


13. Poiesz; T.B.C. and Bloemer; J.M.M. (1991); “Customer (dis)satisfaction with the performance of products and services - the applicability of the (dis)confirmation paradigm”; Marketing Thought Around the World; Vol. 2; Proceedings from the European Marketing Academy Conference; Dublin; pp. 446-62.


14. Silvestro; R. and Johnston; R. (1990); “The determinants of service quality – enhancing and hygiene factors”; in the Proceedings of the QUIS II Symposium; St John’s University; New York.


15. Zeithaml; V.A.; Berry; L.L. and Parasuraman; A. (1993); “The nature and determinants of customers expectations of service”; Journal of the academy of marketing science; Vol. 21 No. 1; pp.1-12.

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Amin Beidokhti, A. H. Rezai, M. A. Saboorynia, Mohammad Abdolshah
Title:
Prioritizing the Main Influencer Factors of Service Quality by Using the Hysteresis Model: A Case Study on Retail Banking
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment