Differences in service quality of retail banking between Auckland and Kuala Lumpur

Abdullah, Moha Asri and Abd. Manaf, Noor Hazilah and Ahsan, Kamrul and Azam, Ferdous (2015) Differences in service quality of retail banking between Auckland and Kuala Lumpur. International Review of Business Research Papers, 11 (2). pp. 189-198. ISSN 1837-5685 ( P), 1832-9543 (O)

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Abstract

The consciousness of service quality has been catching the light worldwide. The aim of this paper is to identify the differences in service quality of retail banking between Auckland and Kuala Lumpur. This research surveyed a sample of 236 bank customers from both places, consisting 115 New Zealander from Auckland and 121 Malaysian from Kuala Lumpur region. The results draw the clear differences in service quality of retail banking between Auckland and Kuala Lumpur in terms of latest service technology, front office facilities, neat-appearing employees, solving a customer problem, performing service right the first time, accuracy of banking records, security, confidence and willingness to help customers, operating hours, sufficient ATM’s and branches as well as community programs and so on. Thus, the findings reveal the most obvious implications, considering banking service providers to further improve their service quality with greater efficiency and as a way to better compete in the current marketplace.

Item Type:	Article (Journal)
Additional Information:	5010/44662
Uncontrolled Keywords:	Service quality, Differences in service quality, Retail banking, Auckland, Kuala Lumpur
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5410 Marketing. Distribution of products
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences > Department of Economics
Depositing User:	Prof. Dr. Moha Asri Abdullah
Date Deposited:	12 Nov 2015 16:46
Last Modified:	24 Mar 2016 16:01
URI:	http://irep.iium.edu.my/id/eprint/44662

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