IDEAS home Printed from https://ideas.repec.org/a/mgs/ijmsba/v8y2022i3p31-38.html
   My bibliography  Save this article

The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge

Author

Listed:
  • Johanna Pangeiko Nautwima

    (Namibia Business School, University of Namibia, Windhoek, Namibia)

  • Asa Romeo Asa

    (Faculty of Commerce, Human Science and Education, Namibia University of Science and Technology, Windhoek, Namibia)

Abstract

The relationship between quality service and customer satisfaction has gained remarkable recognition since the 1980s. To date, researchers are still determined to find out how quality service in terms of tangibility, reliability, responsiveness, assurance, and empathy, impact customer satisfaction. This study provides a review of the literature on the influence of service quality on customer satisfaction in the banking sector amidst the COVID-19 pandemic to determine the existing research gap. Evidence from the literature review shows mixed results where some of the dimensions of quality service positively influence customer satisfaction while others impact it negatively. However, while evidence from the African context reveals positive relationships between the variables, the phenomenon remains inadequately researched, mainly in the Namibian context. Furthermore, empirical evidence covered under this study has examined the matter from the quantitative perspective, leaving no evidence from a qualitative standpoint. Thus, a call for further investigation to delve deeper into the issue to constrict the gap. In so doing, the study developed a conceptual framework that future studies can employ. The conceptual framework consolidates the moderation role of the COVID-19 pandemic to the relationship between quality service and customer satisfaction based on the amendments made to the services which come with variations in customer satisfaction.

Suggested Citation

  • Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(3), pages 31-38, March.
    • Handle: RePEc:mgs:ijmsba:v:8:y:2022:i:3:p:31-38
    DOI: 10.18775/ijmsba.1849-5664-5419.2014.83.1004
    as

    Download full text from publisher

    File URL: https://researchleap.com/wp-content/uploads/2022/03/04_The-Impact-of-Quality-Service-on-Customer-Satisfaction-in-the-Banking-Sector-amidst-Covid-19-Pandemic.pdf
    Download Restriction: no
    File URL: https://researchleap.com/the-impact-of-quality-service-on-customer-satisfaction-in-the-banking-sector-amidst-covid-19-pandemic-a-literature-review-for-the-state-of-current-knowledge/
    Download Restriction: no
    File URL: https://libkey.io/10.18775/ijmsba.1849-5664-5419.2014.83.1004?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    2. Kyuho Lee & Melih Madanoglu & Inhyuck “Steve” Ha & Anisya Fritz, 2021. "The impact of service quality and customer satisfaction on consumer spending in wineries," The Service Industries Journal, Taylor & Francis Journals, vol. 41(3-4), pages 248-260, February.
    3. Aayushi Gupta & Santosh Dev, 2012. "Client satisfaction in Indian banks: an empirical study," Management Research Review, Emerald Group Publishing Limited, vol. 35(7), pages 617-636, June.
    4. Nashwan M. A. Saif & Jianping Ruan & Bojan Obrenovic, 2021. "Sustaining Trade during COVID-19 Pandemic: Establishing a Conceptual Model Including COVID-19 Impact," Sustainability, MDPI, vol. 13(10), pages 1-20, May.
    5. Asa Romeo Asa & Navneel Shalendra Prasad, 2014. "Analysis on the Factors that Determine Sustainable Growth of Small Firms in Namibia," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 1(1), pages 5-11, December.
    6. Hindu J. Amin & Pauline E. Onyeukwu & Hope I. Osuagwu, 2018. "E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 4(2), pages 51-57, June.
    7. Ghalib Sanjuq, 2014. "The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(4), pages 77-84, July.
    8. Vishal Kumar, 2018. "An Empirical Study of Customers’ Awareness towards Value Added Services at Banks," Journal of International Business Research and Marketing, Inovatus Services Ltd., vol. 3(6), pages 22-34, September.
    9. Asa Romeo Asa & Dennis Tsanga & Christeline Januarie & Mekelaye Kamati, 2021. "Technological Innovation as a Strategy for Competitive Advantage within the Namibian Banking Industry," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(1), pages 68-72, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bianca Tjizumaue & Sabina Samuel & Johanna Pangeiko Nautwima & Asa Romeo Asa, 2023. "Factors Influencing Consumer Preference Among Beverage Product Brands in Namibia," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 9(3), pages 7-24, August.
    2. Amelie L. Chico & Judelaine Mae B. Bacus & Jessa P. Palomar & Irish Faith L. Pastor, 2023. "Organizational Citizenship Behavior and Level of Quality Service Amidst Pandemic," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(6), pages 185-196, June.
    3. Asa Romeo Asa & Narikutuke Naruses & Johanna Pangeiko Nautwima & Diana Tsoy, 2023. "Supplier Relationship Management and Organizational Performance: A Focus on Public Procurement," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 9(6), pages 19-28, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Azian Fatin Umaira Muhamad & Tambi Noordeyana & Khair Nurhayati & Yoong Tum Choo & Ismail Suhana, 2023. "The Relationship Between Service Quality and Occupants’ Satisfaction: A Mixed-Use Building," Real Estate Management and Valuation, Sciendo, vol. 31(1), pages 78-87, March.
    2. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
    3. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2019. "A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer," Global Business Review, International Management Institute, vol. 20(5), pages 1248-1266, October.
    4. Inna Čábelková & Luboš Smutka & Svitlana Rotterova & Olesya Zhytna & Vít Kluger & David Mareš, 2022. "The Sustainability of International Trade: The Impact of Ongoing Military Conflicts, Infrastructure, Common Language, and Economic Wellbeing in Post-Soviet Region," Sustainability, MDPI, vol. 14(17), pages 1-14, August.
    5. Mohamed Albaity & Mahfuzur Rahman, 2021. "Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude," Sustainability, MDPI, vol. 13(19), pages 1-19, September.
    6. Rankhumise E M & Masilo K H, 2018. "The Effect of Government Support on the Success of Small and Medium Enterprises: A Comparative Study between South Africa and China," Journal of Economics and Behavioral Studies, AMH International, vol. 9(6), pages 166-173.
    7. Rizaldi Yusfiarto & Septy Setia Nugraha & Galuh Tri Pambekti & Annes Nisrina Khoirunnisa, 2023. "Building loyalty in Islamic banking relationship: a multiple mediation approach empirically in Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 306-320, June.
    8. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
    9. Mittal, Divya & Agrawal, Shiv Ratan, 2016. "Price transparency reflects assurance and reliability," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 43-51.
    10. Purohit, Sonal & Paul, Justin & Mishra, Rikee, 2021. "Rethinking the bottom of the pyramid: Towards a new marketing mix," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    11. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
    12. Qiuyun Wang & Lu Liu, 2022. "Pandemic or panic? A firm-level study on the psychological and industrial impacts of COVID-19 on the Chinese stock market," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-38, December.
    13. Clement A. Tisdell, 2021. "Determinants of the Economic Vulnerability of Businesses to Pandemics and Similar Events," JRFM, MDPI, vol. 14(11), pages 1-13, November.
    14. Rael Nkatha Mwirigi & Samuel Maina & Linda Kimencu, 2018. "Moderating Role of Demographics on the Relationship between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders in Kenya," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(5), pages 688-706, May.
    15. Edward Wong Sek KHIN & Moghavvemi SEDIGHEH & Lee Su TENG & Rusnah MUHAMAD, 2018. "Malaysia’s SMEs credit industry: CSR taxanomy activities," The Audit Financiar journal, Chamber of Financial Auditors of Romania, vol. 16(150), pages 278-278.
    16. Evan Nugraha & Rini Mulyani Sari & Arif Yunan, 2020. "Promotion Analysis and Information Systems on Service Quality and Implications on Work Productivity," Technium Social Sciences Journal, Technium Science, vol. 13(1), pages 278-285, November.
    17. Alzhara Humaid Alsulmani & Sheikha Saif Alkindi & Essia Ries Ahmed, 2021. "Customer Accounting Information and Omani Service Companies’ Performance," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 10(2), pages 79-88, April.
    18. Dhruba Kumar Gautam & Gunja Kumari Sah, 2023. "Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal," SAGE Open, , vol. 13(3), pages 21582440231, July.
    19. repec:thr:techub:10013:y:2020:i:1:p:278-285 is not listed on IDEAS
    20. Navneel Shalendra Prasad & Asa Romeo Asa & Xu Hongyi, 2015. "Attitude and Behavioral Intention towards Reducing Carbon Footprints in the Environment: an Empirical Study of Fiji," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 1(5), pages 21-30, April.
    21. Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.

    More about this item

    Keywords

    Quality service; Customer satisfaction; COVID-19; SERVQUAL model; Kano model; Service quality;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mgs:ijmsba:v:8:y:2022:i:3:p:31-38. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Bojan Obrenovic (email available below). General contact details of provider: https://researchleap.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.