Print ISSN: 2204-1990

Online ISSN: 1323-6903

Keywords : Service Quality


An Investigation of Client Evaluation of Banking Service Quality in Iraq Banking Business

SHAYMAA DHAFER HASHEM

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 2670-2679
DOI: 10.47750/cibg.2021.27.03.320

This study is a comprehensive analysis that aims to access and explain the preferences and perceptions of customers of service quality in Iraq banking and then define the aspects of service quality that lead to the perception of customer service quality in Iraq's banking industry. Customers of universal banks in Iraq were the target demographic of the study. In all 100 universal banks customers, the study was chosen. Reliability, responsiveness, and empathy are three most significant in determining the efficiency of universal banks in Iraq, according to the report. Customers have poor expectations of the overall service levels of universal banks. However, consumers' understanding of the physical dimensions of excellence and durability was found to be the perceptions of customers. The results of the study have shown that the empathy factor is the most influent aspect that determines consumers' understanding of overall service quality. Context factors such as gender, age, income level, and academic skills were found to affect consumer understanding and experience of quality of service. Empathy should be put greater importance since it is found to be the most important aspect of the overall perception of service quality by customers of universal banks in Iraq. Policymakers of universal banks can control the context characteristics of consumers when designing policies to increase quality of service. Future analysis is urged to carry out a cross-country comparison and to compare the findings of the current study in other African countries.

Determinants and Dimensions of Customer Switching Behavior – A Systematic Review

N.ARUN KUMAR; DR.GIRISH S

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 448-454
DOI: 10.47750/cibg.2021.27.03.062

Switching behavior alludes to customers relinquishing or abandoning an item because of disenchantment from the services provided, which urges him/her to switch from the existing provider of goods/services, to its competitor offering the same commodity. In lieu of understanding and measuring the impact of customer switching behavior and its impact in the market, a systematic review has been attempted to examine the findings of the existing literature available in the domain, theories and postulations, including factors, which are inherent to specific industries across the market and suppositions, which are prevalent in general.
This research is driven to uncover means to identify and recognize ways, whereby industries can prevent attrition, and retain customers .
The study, however, revealed that customer switching behavior is rampant and prevalent across industries and companies including Banking and Insurance Sectors, Fast-Moving Consumer Goods Sector (FMCG), and the Telecommunication Industry.

Patients Satisfaction and Expectation Towards Different Dimensions of Health Care Service Quality of Private Hospitals

S.MOHAMED MOSSA HARUN RAZEED; DR.C. VETHIRAJAN

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 2070-2075
DOI: 10.47750/cibg.2021.27.03.255

The main aim of the study is to bring out the patient satisfaction and the quality of health care service. The research has taken different dimensions of service quality namely Tangibility, Reliability, Responsiveness, Empathy and Assurance. The study is based on primary and secondary data and discussions with hospital officials including doctors, nurses and administrative staff members etc. In order to fulfill the objectives, a sample study was undertaken by using a well framed interview schedule. The respondents (Patients) were selected with various background based on important aspects of their occupation, education, age and other demographic variables from the study area i.e., Tirunelveli district. The primary data relating to the study are collected through personal interview with the patients of the private hospitals in Tirunelveli district. Personal interview by the researcher is the major tool used for the data collection. The Sample Size of the present study is 600 from 12 selected hospitals from Tirunelveli District. The primary data is gathered from the patients who are using hospital services of private Hospitals in Tirunelveli District. The data were analysed using t’ test and ANOVA. This study brought to light the fact that the patients were very much satisfied on the service quality of the private hospitals in the region but at the same time they expect a lot more from the private hospitals in the present scenario of technological developments in health care industry. Hence, this study will pave way to further research to explore this mechanism in depth to provide quality health care services to facilitate the patients, the society as a whole.

An Empirical Investigation of the Impact of Service Quality Dimensions on Guests Satisfaction: A Case Study of Dubai Hotels

ELENA MOUZAEK; 2AMINA AL MARZOUQI; NADER ALAALI; SAID A.SALLOUM; AHMAD ABURAYYA; 6OBERTO SUSON

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 1186-1199
DOI: 10.47750/cibg.2021.27.03.160

Customers' satisfaction is one of the most important indicators to identify the hotel sector's service quality level. The study's main purpose was to measure the impact of service quality dimensions on customer satisfaction in the hotel industry in the United Arab Emirates. In particular, this study examines why service quality is a critical determinant of the hotel sector's organisational performance. The study used quantitative methods to achieve the objectives of the research. A self-administered questionnaire was designed to collect the data using the drop-off technique. The questionnaires were distributed to 5000 in-house customers (domestic and international) at the hotels. In total, 3748 customer questionnaires were used in the study, yielding a 75% response rate. In this study, hypotheses were tested through the multiple regression model using SPSS 25.00. Multiple regression analysis showed that tangibles, responsiveness and empathy have significant positive effects on customer satisfaction ( = .120, ρ < 0.05;  = .173, ρ < 0.05;  = .495, ρ < 0.01, respectively). The study found that service quality helped organisations meet customers' needs and expectations and enhanced satisfaction. Organisations could, therefore, achieve improved financial performance by offering excellent quality services that meet customer needs and expectations. Therefore, improving hotel service quality could result in higher satisfaction levels of hotel customers.

A Study Of The Relationship Between The Determinants Of Service Quality In The Hospitality Industry With Special Reference To The Coimbatore District

S.BERNARD EDWARD SWAMIDOSS; Dr. G.VENKATESAN

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 2382-2386
DOI: 10.47750/cibg.2021.27.03.292

The study's goal is to look into the connection between administration efficiency and customer satisfaction in the hospitality industry. The SERVQUAL concept was used to keep track of the inquiry. Purposive checking was used in the investigation, which yielded 235 valid responses using the research methodology. The findings revealed that physical properties, empathy, and openness, three components of the SERVQUAL paradigm, have a supportive and vital interaction with clients. In either case, customer satisfaction was negatively affected by dependability and validation.

Service Quality and Its Impact on Customer Satisfaction and Loyalty in Airline Industry: Partial Least Square (PLS)-Structural Equation Modelling (SEM) Approach.

JAVED ALI; AHMAD JUSOH; ABUL QASIM; MUHAMMAD AZEEM ABRO

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 2212-2224
DOI: 10.47750/cibg.2021.27.03.273

This quantitative paper aims to measure the service quality of airline service perceived by Pakistani customers, and its impact on customer satisfaction and loyalty. Partial Least Square Structural - Equation Modelling (PLS-SEM) was used to measure the relationship. It used a self-administered questionnaire by incorporating AIRQUAL measurement model. Respondents (n=168) who have travelled from Pakistan to Malaysia were sent questionnaire through social media. Convenience sampling technique was used, and the results revealed that Airline Tangibles, Personnel Services, and Image have a positive and significant relationship with Customer Satisfaction whereas Empathy and Terminal Tangibles showed an insignificant relationship with Customer Satisfaction. Results also showed a strong positive relationship between Customer Satisfaction and Customer Loyalty. Moreover, the management of airlines and airport services need to reconsider the services they provide to their customers who are travelling from Pakistan to Malaysia.

A Critical Analysis of the Influence of Perception on Compliance Behavior of Income Zakat

YUSUF HAJI-OTHMAN, MOHD SHOLEH SHEH YUSUFF, MOHAMMADTAHIR CHEUMAR

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 6349-6358
DOI: 10.47750/cibg.2021.27.02.623

Kedah issued a religious decree making it compulsory to pay income zakat in 1997.
However, the collection of income zakat amongst Muslims who have fulfilled the conditions to
pay income zakat in Kedah has remained low. Some public educators in Kedah did not pay
income zakat to Kedah State Zakat Board because of the perception that they could pay zakat at
other zakat institution. Also, they showed a lack of confidence in the Kedah State Zakat Board's
ability to manage and distribute zakat. Studies on zakat compliance have shown mixed and
inconclusive evidence regarding the determinants of income zakat compliance. Therefore, this
study critically analyses the influence of perception towards equity in zakat distribution,
perception towards the facility, perception towards law, and perception towards service quality
on compliance behavior of income zakat in Kedah, Malaysia. This study employs a quantitative
approach where primary data is collected using a questionnaire instrument; data is analyzed
using PLS-SEM to determine significant determinants of compliance behavior of income zakat.
This study provides empirical evidence that perception towards facility and service quality has
significant relationships with income zakat's compliance behavior. However, perception towards
equity in zakat distribution and perception towards law are not significant determinants of
compliance behavior of income zakat in Kedah. This study is hoped to provide evidence that
could be used as guidance for suitable policy and measures by Kedah State Zakat Board to
improve zakat collection in the future.

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS STAR HOTELS IN TAMILNADU

S. SEKAR; Dr.B. SUDHA

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 4451-4458
DOI: 10.47750/cibg.2021.27.02.470

The interaction among customers’ satisfaction is the level of product. It is a deep
required to stay a member of a particular hospitality sector and we retain (as well as) exert
elevated amounts of effort in account of a Resin hotel. It is also defined as an underlying mental
connection to the hospitality sector. The study is primarily focused on customer loyalty and the
quality of products or services of quality dimension. For the service industry, quality of service is
a big problem. The aim of the work is to discover out the variables which differ between the
participants' demographic factors and independent factors. The doctors collected the variable,
selected on both secondary sources. By focusing on front office workers only this study identifies
variables of service quality and analyzed the expectations and awareness levels of such services of a customer. The effects of this quantitative assessment of the quality of service can provide someinsights on how consumers rate the quality of service and evaluate the satisfaction of customers. The research implies that service efficiency plays a significant role as a catalyst for increased customer satisfaction of hotel service. Supervisors should concentrate on compassion, flexibility, responsiveness and reliability to  achieve a customer satisfaction that contributes to customer satisfaction and business benefit.

THE MODEL OF PATIENT SATISFACTION : SERVICE QUALITY, COMMITMENT,ANDDOCTOR'SOCB IN MILITARYHOSPITAL

Sri Widodo; Sri Yanthy Yosepha; Muhammad Dwi Satriyanto; Esti Liana; Agus Supinganto; Syaputra Artama; Peppy Fachrial; Sonya Sidjabat

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 3577-3586
DOI: 10.47750/cibg.2021.27.02.367

This study aims to determine the direct effect of service quality, commitment, and
organizational citizenship behavior on patient satisfaction atthe militaryhospital. This research uses
quantitative methods and survey methods. Through Slovin, according to the stratified random
sampling formula, a total population of 200 patients and a sample of 125 patientswere
obtained.Use a Likert scale questionnaireof 1 to 5 for data collection. Analysis equipmentfor path
analysis usingExcell and SPSS 25. The results showed: 1) Service quality has a positive and
significant direct effect on patient satisfaction of 26.7%; 2) Doctor’s commitmenthas no direct
effect on patient satisfaction; 3) Doctor’s organizational citizenship behavior has a positive and
significant direct effect on patient satisfaction of 43.3%; 4) Service quality has a positive and
significant direct effect on doctor’s organizational citizenship behaviorof 54.7%; 5) Doctor’s
commitment has a positive and significant direct effect on doctor’s organizational citizenship
behavior of 41.2%, and 6) Service quality has a positive and significant direct effect on
doctor’scommitment of 92.1%.

Empirical Study On Shopper’s Satisfaction And Retailers Service Quality In Muscat Governorate, Oman: Using Servqual Model

MATHEW PHILIP; GOPALAKRISHNAN SOUNDARARAJAN; MIMY MATHEW

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 4115-4120
DOI: 10.47750/cibg.2021.27.02.428

People of the Sultanate of Oman rely on retail hypermarkets to fulfill their basic needs including food products. To retain the customers’ loyalty and to retain the customers, it is important to satisfy the customers.  The retail and hypermarkets focus on finding out and measuring the elements to offer the customers with good quality products and services.  The objective of this study is to use the SERVQUAL model to understand the significance of various elements of customer satisfaction and how to accomplish the expected customer satisfaction by improving the services in Muscat. To achieve the objectives, the questionnaire was floated online and data was collected from the customers who visit the hypermarkets. The collected data was analyzed and the findings of the study show that the hypermarkets are delivering services of high quality which enabled the hypermarkets to keep customers as loyal with higher satisfaction. Regardless of this, the study found out that there is still room for progress in terms of improving the handling of customers by the employees to avoid the adverse effect on the hypermarkets’ revenue and operations.

An Empirical Investigation of Service Quality, Usage and Mobile Banking in Predicting Adaptive Performance: Serial Mediation Model

ABID HUSSAIN; DR.MAJID ALI; DR. NISAR AHMAD; DR.MUBBSHER MUNAWAR KHAN; DR.RIZWAN QAISER DANISH

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 1089-1100
DOI: 10.47750/cibg.2021.27.02.128

This study investigates the serial mediation between Service quality and adaptive performance of managers through usage and mobile banking incontextual framework ofSMEs’ enterprises of Pakistan. This study aims to find out how usage and mobile banking sequentially mediate the relationship between Service quality and adaptive performanceof managers at the workplace. This study's target population includes managers or owners of SMEs listed in Chambers of Commerce of Capital cities of Pakistan. As part of the more extensive research, 422 responses were received, which shows a 50% response. To test the hypotheses, structural and measurement models were developed in SEM. The findings show that serial mediation is observed in the case of service quality and adaptive performance as when we measure direct relation in the absence of mediators, it is significant and positive, as well as in the presence of serial mediators (usage and mobile banking) service quality, and adaptive performance is positive and significant. This study's findings will help the academia, banking sector, SMEDA and practitioners understand the importance of service quality, usage of mobile devices and mobile banking on adaptive performance. Future researchers must focus on practical investigation of testing the effect of system quality, information quality and usage of mobile devices, mobile banking to predict managers' adaptive performance by comparing SMEs and large enterprises in Pakistan.

The Impact of Adoption and Utilization Of E-Learning Technology by Employees on the E-Learning System on Organizational Learning: Mediating Role of Service Quality of the E-Learning System

KHANSA MASOOD; SADIA JABEEN; SAMRA TARIQ; FOUZIA MARYAM RUBBANI

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 4324-4334
DOI: 10.47750/cibg.2021.27.02.458

The study is carried out on the issues related to adoption and utilization of e-learning technology by employees, e-learning system on organizational learning, and service quality of the e-learning system.  The study has examined the direct impact of adoption and utilization of e-learning technology by employees on the e-learning system on organizational learning. Meanwhile, the study has also examined the mediating role of service quality of the e-learning system. A 5-point Likert scale was adopted for the survey questionnaire for all the items. Number 1 on the scale referred to strongly disagree, and number 5 referred to strongly agree.  The response rate of the study is 58 percent. The data is collected from the undergraduate student at Pakistani public public universities. The time frame of the study is between June 2020 to January 2021. The SEM-PLS is employed for the data analysis , which is one of the robust statistical tool for examining the structural models. It has been revealed by this research that organizational learning is directly influenced by employee satisfaction for the adoption and use of e-learning technology. However, the service quality of e-learning does not have a direct influence on institutional learning. The relationship between organizational learning effectiveness and service quality of the e-learning system has been fully mediated by the employee satisfaction of using e-learning technology.

Critical Investigation of the Impact of Religiosity, Perception towards Facility, Service Quality, and Tax Rebate on Compliance Behavior of Income Zakat

YUSUF HAJI-OTHMAN, MOHD SHOLEH SHEH YUSUFF, NORHAYATI ABDULLAH

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 6330-6337
DOI: 10.47750/cibg.2021.27.02.621

Despite a religious decree on the compulsory position of zakat on employment income
in Malaysia, many Muslims still fail to fulfill their religious obligation to pay income zakat. The
Office of the Secretary of the State of Kedah (SUK) has directed Muslim public servants who
have fulfilled the conditions of perfect title, nisab, and hawl to pay zakat to Kedah State Zakat
Board through a monthly salary deduction scheme. However, some Muslim public educators
working in Kedah are not compliant with the directive. Furthermore, the studies so far have
provided mixed and inconclusive evidence regarding the factors that determine the income zakat
compliance behavior. Therefore, this study critically investigates the impact of religiosity,
perception towards facility, service quality, and tax rebate on compliance behavior of income
zakat in Kedah, Malaysia. This study employs a quantitative method using questionnaires to
determine significant determinants of compliance behavior of income zakat. This study provides
empirical evidence that religiosity, perception towards facility, service quality, and tax rebate are
significant determinants of compliance behavior of income zakat in Kedah. This study strives to
provide evidence that could be used as guidance for suitable policy and measures by Kedah State
Zakat Board to improve zakat collection in the future.

The effect of servant leadership on service quality: An applied research in the Babylon Water Directorate

Haider Ali Shaaban; Atheer Abdullah Mohammed

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 5438-5451
DOI: 10.47750/cibg.2021.27.02.550

The current research deals with two important variables, which are servant leadership as an independent variable, and service quality as an approved variable, and the purpose of the research is to know whether there is an effect of servant leadership on the quality of the service provided and what is the relationship between them, and there are (150) individuals representing the research sample out of a total of 230 individuals, represented by employees and leaders Central in the Babylon Water Directorate. The questionnaire was used as a basic tool for data collection and included (50) items, and ready-made measurements were used in preparing the items. Questionnaire, and after evaluating and testing the reliability of the study measurement tools, the researcher conducted data analysis and hypothesis testing using advanced statistical tools and analyzed them through the statistical program (SPSS V.26). As the research found a positive impact between the dimensions of servant leadership and service quality in the research organization. The research concluded with a set of recommendations for the research body to improve the quality of service provided to citizens

Do Service Quality, Price, and Comfort Affect Consumer Satisfaction: The Study of Ride-Hailing Services in Malaysia

Wan Farha Wan Zulkiffli; Nik Alif Amri Nik Hashim; Munirah Mahshar; Derweanna Bah Simpong; Nur Izzati Mohamad Anuar; Mohd Zulkifli Muhammad

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 4562-4571
DOI: 10.47750/cibg.2021.27.02.482

The purpose of this study is to examine how service quality, price, and comfort affect
consumer satisfaction towards ride-hailing services in Malaysia. In view of several ridehailing
service issues such as frequent booking cancellation by the drivers and increased
scheduled price due to the unavailability of drivers, the consumers have, in turn, expressed a
low level of satisfaction towards ride-hailing services in Malaysia. Hence, this study
employed a quantitative technique to identify the associations between service quality, price,
and comfort with consumer satisfaction towards ride-hailing services in Malaysia by
distributing 250 questionnaires to the younger generation of age 18-35 years old in Klang
Valley. All research hypotheses were accepted, thus affirming service quality, price, and
comfort as the main factors influencing consumer satisfaction.

Global Trends of Service Quality in Healthcare: A bibliometric analysis of Scopus Database

Javed Ali; Ahmad Jusoh; Alhamzah Fadhil Abbas; Khalil Md Nor

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 1, Pages 2917-2930

Purpose: The rising importance of healthcare service quality in the literature led us to conduct a bibliometric analysis of the said area of interest. It aims to investigate the trends and patterns happened in the literature of service quality in healthcare service.
Data Source: Scopus database was used to conduct the 4689 papers for bibliometric analysis.
Method: VOSviewer software was used to evaluate the research papers associated with healthcare service quality. The Publication trend was analyzed from the year 1969 to 2019 by using Scopus database. The number of documented retrieved and put into the analysis was 4689. The most productive and influential authors were identified. Co-authorship and Co-occurrence analysis were conducted.
Findings: Results of Co-authorship and Co-occurrence analysis revealed that the United States and the United Kingdom were leading the publication of documents related to healthcare service quality. Also, the keywords -service quality, satisfaction, healthcare, perception, expectation, performance and SERVQUAL were found to be most prominent in the literature.
Conclusion: The bibilometric analysis was conducted to identify the trends in the area of service quality of healthcare sector. The current study identified the publication trend which was potentially increasing and would be increasing in the future. M.Bahadori and Ramin Ravangard were the most influential authors found. Also, co-authorship and co-occurrence analysis was performed to evaluate the countries which are performing at the front and keywords used in the literature.

A study on e-logistics service quality and its impact on customer satisfaction in e-commerce industry

MR.D. KRISHNAMOORTHY1; MS. SANDHIYA M

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 849-857
DOI: 10.47750/cibg.2020.26.02.121

The study is to identify the elogistics service quality dimensions and customer satisfaction on e-commerce the variables such as Information technology, convenient service reliability, responsiveness, assurance, empathy, tangibles.E-logistics is a new industry, in specific computerised arrival of worldwide business and strong network in e-commerce. The incorporation of technology with management of logistics has become a necessity for effective logistics management. The effect of models and activities of e-logistics include the organisation’s forward and reverse logistics functions. In today, The business climate is highly competitive, the importance of rapidly changing knowledge, and the importance of communication systems have been well known for overall success and in some situations even the sustainability of every operation in logistics.The study finds out the customer satisfaction on elogistics service providers by the e-commerce industry. The conclusion of the study states various factors that influence people to buy on e-commerce, such as customer satisfaction on responsiveness, assurance, empathy and tangible factors increase positive relationships but when the reliability factor decreases the customer satisfaction.