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Summarise - Book Report/Review Example

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Arasli, Katircioglu and Mehtap-Smadi have presented the paper “A comparison of service quality in the banking industry: Some evidence from Turkish- and Greek-speaking areas in Cyprus” with the aim of analyzing and comparing the service quality of “the commercial banking…
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Download file to see previous pages... The works by Parasuraman et al have been reviewed in this paper. The authors have studied the service quality model SERVQUAL developed by Parasuraman. The work by Avikaran in 1994 in which the four factor scale with seventeen items has been presented, has also been reviewed in this paper. The literature review section of this paper presents the evaluation of Newman and Cowling’s work published in the year 1996, in which the quality of service in the banking sector in the United Kingdom. The relation “between quality, productivity and profitability” (Arasli, Katircioglu and Mehtap-Smadi 512) has been examined. Caruana’s paper published in the year 2002 that shows the role played by customer satisfaction in the effect that service quality has on service loyalty, has been cited in this paper. Zhu et al explores the impact put by information technology on the quality of service provided to consumers in large banks, the findings of which finds mention in their paper dated 2002. This paper has been reviewed in the current paper. The 1991 paper by Lewis, which describes the assessment of banks by students, has found mention in this paper. Goode and Moutinho have presented a paper in 1995 on the effects of facilities such as free banking on satisfaction of the students and other customers of the bank. This paper has also been reviewed in the current paper. This research has been conducted in the context of growing importance of services and has addressed in particular the importance of the role played by different dimensions of the SERVQUAL in predicting overall satisfaction level of the customer from the services obtained.
The authors selected 268 participants for the research through non-probability convenience sampling. The three authors collected the data in the middle of October 2003. The participants were asked whether their origin was in Cypriot and whether they had ...Download file to see next pagesRead More
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