MEASURING THE SERVICE: FINDINGS

FINDINGS

Table of Mean – Z test

Null Hypothesis: Xce = Xex ( On an average the current service level is equal to customer expectations

Touch 

Point

Attribute Mean |Zo| Significance Remarks
Current Expected
Branch T angible 9.85 13.06 18.37 0.00 N.Hy Rejected
Responsible 3.74 4.27 5.71 0.00 N Hy Rejected
Reliable 6.90 9.21 11.26 0.00 N Hy Rejected
Assurance 3.31 4.08 9.27 0.00 N Hy Rejected
Communication 5.67 8.34 39.97 0.00 N Hy Rejected
Employee Responsible 3.74 4.27 5.71 0.00 N Hy Rejected
Reliable 3.49 4.38 22.07 0.00 N Hy Rejected
Assurance 6.27 8.39 26.19 0.00 N Hy Rejected
Empathy 13.38 17.12 26.72 0.00 N Hy Rejected
Communication 6.98 8.69 26.08 0.00 N Hy Rejected
ATM T angible 13.01 16.62 29.12 0.00 N Hy Rejected
Responsible 6.87 8.22 19.50 0.00 N Hy Rejected
Reliable 3.50 4.25 19.17 0.00 N Hy Rejected
Communication 3.62 4.22 16.31 0.00 N Hy Rejected
Online 

Banking

T angible 3.25 3.54 9.29 0.00 N Hy Rejected
Responsible 3.19 3.51 10.93 0.00 N hy Rejected
Assurance 3.17 3.53 11.83 0.00 N Hy Rejected
Communication 6.56 7.14 8.99 0.00 N Hy Rejected
Phone 

Banking

Responsible 6.36 6.91 8.89 0.00 N Hy Rejected
Assurance 6.27 6.84 9.90 0.00 N Hy Rejected
Empathy 12.68 13,75 8.94 0.00 N Hy Rejected

In all the above cases the Null Hypothesis is rejected and it is concluded that, on all factors customers expectations are significantly more than Current experienced service level.
Fig2Measuring The Service Quality_decrypted
Between Cities

Null Hypothesis: Xch = Xcb = Xtr = Xsl = Xmd ( On an average there is no significance difference between the attributes among the cities taken for analysis)

Touch Point Attribute F- Ratio Significance Remarks
Branch T angible 0.686 0.602 Sig (p) > 0.05
Responsible 0.207 0.935 Sig (p) > 0.05
Reliable 0.904 0.461 Sig (p) > 0.05
Assurance 1.031 0.390 Sig (p) > 0.05
Communication 0.311 0.871 Sig (p) > 0.05
Employee Responsible 0.207 0.935 Sig (p) > 0.05
Reliable 0.523 0.719 Sig (p) > 0.05
Assurance 0.487 0.745 Sig (p) > 0.05
Empathy 0.978 0.419 Sig (p) > 0.05
Communication 0.602 0.661 Sig (p) > 0.05
ATM T angible 0.429 0.788 Sig (p) > 0.05
Responsible 0.642 0.633 Sig (p) > 0.05
Reliable 1.066 0.372 Sig (p) > 0.05
Communication 0.936 0.442 Sig (p) > 0.05
Online 

Banking

T angible 2.490 0.042 Sig (p) < 0.05
Responsible 1.379 0.239 Sig (p) > 0.05
Assurance 1.442 0.218 Sig (p) > 0.05
Communication 3.916 0.004 Sig (p) < 0.05
Phone Banking Responsible 0.949 0.435 Sig (p) > 0.05
Assurance 0.478 0.752 Sig (p) > 0.05
Empathy 1.034 0.389 Sig (p) > 0.05

Except for communication in online banking, for all other factors the Null Hypothesis is accepted which shows that there is no significant difference between the cities.

Attributes against Personal profile

Null Hypothesis: Xag = Xed = Xin
On an average there is no significance difference between the attributes among the personal profiles taken for analysis.

Profile Attribute F – Ratio Significance Remarks
Age Group T angible 4.642 0.010 Sig (p) < 0.05
Responsive 5.535 0.004 Sig (p) < 0.05
Reliable 8.952 0.000 Sig (p) < 0.05
Assurance 8.263 0.000 Sig (p) < 0.05
Communication 11.969 0.000 Sig (p) < 0.05
Education T angible 5.029 0.007 Sig (p) < 0.05
Responsive 10.898 0.000 Sig (p) < 0.05
Reliable 8.151 0.000 Sig (p) < 0.05
Assurance 1.420 0.242 Sig (p) > 0.05
Communication 9.787 0.000 Sig (p) < 0.05
Income 

Group

T angible 2.064 0.103 Sig (p) > 0.05
Responsive 5.633 0.001 Sig (p) < 0.05
Reliable 4.493 0.004 Sig (p) < 0.05
Assurance 4.207 0.006 Sig (p) < 0.05
Communication 14.417 0.000 Sig (p) < 0.05

Age Group: In all factors the Null Hypothesis is accepted which shows that there is no significant difference between the age groups.

Education Group: In all factors, except in assurance, the Null Hypothesis is accepted which shows that there is no significant difference between the education groups.

Income Group: In all factors, except in tangibility, the Null Hypothesis is accepted which shows that there is no significant difference between the income groups.

CONCLUSION

The study confirms that there is significant gap between the customers expected service and perceived service level in retail banking across all service quality dimensions, which leads to dissatisfaction and non-committal approach towards the service provider.

A customer is not just money in the cash register. He is a human being with feelings and deserves to be treated with respect.

Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will decrease.

Representative APR 391%

Let's say you want to borrow $100 for two week. Lender can charge you $15 for borrowing $100 for two weeks. You will need to return $115 to the lender at the end of 2 weeks. The cost of the $100 loan is a $15 finance charge and an annual percentage rate of 391 percent. If you decide to roll over the loan for another two weeks, lender can charge you another $15. If you roll-over the loan three times, the finance charge would climb to $60 to borrow the $100.

Implications of Non-payment: Some lenders in our network may automatically roll over your existing loan for another two weeks if you don't pay back the loan on time. Fees for renewing the loan range from lender to lender. Most of the time these fees equal the fees you paid to get the initial payday loan. We ask lenders in our network to follow legal and ethical collection practices set by industry associations and government agencies. Non-payment of a payday loan might negatively effect your credit history.

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