Information about Academic Essays

This article provides information about academic essays and their impact on service quality. It analyzes the theories, sample and unit population, methodology, and findings. The objective is to evaluate the impact of academic essays on the quality of service provided by banks. The study focuses on the population of customers in Saudi Arabia. The article highlights the importance of academic essays in improving the quality of service and customer satisfaction.

Running Head: INFORMATION ABOUT ACADEMIC ESSAYS
INFORMATION ABOUT ACADEMIC ESSAYS
Name of the Student
Name of the University
Author Note

1INFORMATION ABOUT ACADEMIC ESSAYS
Name of the
Article
Objectives of
the article
Contribution Theories Sample and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommenda
The Impact
of Service
Quality
Delivery on
Customer
Satisfaction
in the
Banking
Sector in
Riyadh,
Saudi Arabia
The objective
of this study
is to evaluate
the influence
of the quality
of service
provided by
the
SERVQUAL
model on the
customer
satisfaction of
the banking
Analysing
the
parameters
like -
assurance,
empathy,
reliability,
tangibles,
and customer
satisfaction
on which the
success and
failure of the
The success of
the
SERVQUAL is
highly
dependent of
the measures of
the
Performance–
Expectation (P–
E) gap which
may be
observed in the
following ten
Population-
customers
of the
banks of
Saudi
Arabia.
Sample-
412
customers
of different
banks of
Effectiveness
of
SERVQUAL
model, to
establish and
maintain a
quality
relationship
between
banks and
their
customers in
Saudi Arabia.
Responses
are collected
Through
questionnaire
distributed to
the 412
customers of
different
banks of
Riyadh,
Saudi Arabia
in the year
2014 and
Assurance,
Empathy,
Reliability,
Tangibles,
First
hypothesis:
SERVQUAL
model,
developed by
Parasuraman
et al. (1990),
are partially
effective to
provide
customer
satisfaction.
Second
It is found th
there is a
negative
relationship
between
reliability an
customer
satisfaction.
results also
reveal that
company’s
facilities,
representativ

2INFORMATION ABOUT ACADEMIC ESSAYS
sector of
Saudi Arabia
banking
services
largely
depends and
find out
loopholes of
the
SERVQUAL
model and
suggest
solutions.
dimensions:
Communication
,
access,
competence,
credibility,
courtesy,
responsiveness,
reliability,
tangibles,
security, and
understanding
the customer.
analysed
using SPSS.
hypothesis:
SERVQUAL
model is
unable to
remove the
discrepancy
between the
perception as
well as
expectation
of a
customer.
as well as
equipment h
a positive
relationship
customer
satisfaction.
Finally, this
study
recommends
that, the ban
should
emphasize o
effective
implementat
of the eleme
of a service

3INFORMATION ABOUT ACADEMIC ESSAYS
quality prog
in order to
improve the
quality of th
service. This
study also
suggest that
managers sh
focus on nee
of the custom
(Sanjuq, 201

4INFORMATION ABOUT ACADEMIC ESSAYS
Name of the
Article
Objectives of
the article
Contribution Theories Sample and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommenda
Consumer
acceptance
of self-
service
technologies
An ability–
willingness
mode.
This article
aims to form
an SST
acceptance
model that
takes into
account both
consumer
ability and
willingness in
case of the
usage of .self-
checkout
technologies
This study
forms an
ability–
willingness
model related
to SST
acceptance.
First theory
states that
usefulness has a
deeper impact
in utilitarian
services.
Second theory
states that
enjoyment has a
deeper impact
in hedonic
services,
Population-
supermarket
Customers
Sample-
281
respondents
from several
stores.
The unit of
analysis is to
find out how
the ability
and
willingness
induce the
consumer to
use self-
checkout
technologies,
inside a
supermarket.
A seven-
point scale is
used to
estimate all
the
constructs.
Each of the
elements-
Usefulness,
enjoyment,
ease of use,
need for
interaction,
technology
Usefulness,
enjoyment,
need for
interaction are
the
explanatory
variable.
Hypothesis 1
states that
usefulness
casts a
positive
impact on
willingness.
Hypothesis 2
suggests that
there is a
significant
and positive
link between
ease of use
Empirical
findings reve
the relevanc
and necessit
ability and a
states that th
willingness o
the consume
and ability to
SSTs are der
by different
elements lik
enjoyment,
usefulness, n

5INFORMATION ABOUT ACADEMIC ESSAYS
inside a
supermarket
(Herington &
Weaven,
2009).
anxiety were
measured
with the help
of a three-
item Likert
scale (1 =
strongly
disagree, 7 =
strongly
agree)
and ability.
According to
the
hypothesis 3
The
influence of
enjoyment on
willingness
are positive
but
insignificant
Hypothesis 4
proposes that
technology
anxiety casts
a negative
for interactio
and so on.
The results a
suggest that
willingness o
the consume
cope with SS
influenced b
functional as
well as utilit
benefits rath
than by the
hedonic as w
as emotiona
elements rel
to the use of

6INFORMATION ABOUT ACADEMIC ESSAYS
influence on
ability .
Hypothesis 5
considers
that
There is a
significant
but negative
link
between the
need for
interaction
and ability
was
hypothesis 6
states that
technology.

7INFORMATION ABOUT ACADEMIC ESSAYS
ability casts a
positive
impact on
willingness
(Wang,
2017).

8INFORMATION ABOUT ACADEMIC ESSAYS
Name of the
Article
Objectives
of the
article
Contribution Theories Sample and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommendatio
Customer
Satisfaction
with Service
Quality: An
Empirical
study of
Banking
Sector
The
objective
of the
study is to
find out
the key
factors in
the success
of the
banking
industry, in
terms of
factors like
This study
highlights
The
perception of
the customers
about the
quality of the
services
provided in
the public as
well as
private
sectors
The first theory
states that the
quality of the
services can be
evaluated by
exhibiting the
the perception
of the customer
about:
reliability,
responsiveness,
assurance,
empathy and
Population-
All the
customers of
the bank in
District
BHIWANI
AND
DADRI in
Haryana
Sample- 50
respondents
who are the
customers of
The unit of
analysis here
are the
quality of the
services
provided by
two public
sector banks-
PNB and
SBI- and two
private sector
banks-
HDFC and
The service
quality of the
bank has
been
measured
with the help
of
SERVQUAL
scale. The
convenience
sampling
survey
method was
prompt
service by the
bank,
Employees
are helpful
and polite,
visually
appealing
premise of
the bank,
Employees
are
courteous,
Hypothesis 1-
It considers
employee
satisfaction as
the key driver
of customer
satisfaction as
well as the
quality of the
services
provided by
the bank.
Hypothesis 2-
Their results
shows that the
respondents of
the public secto
banks were not
satisfied due to
the negative as
well as letharg
attitude of the
employees, the
faulty
infrastructure.
Again, the

9INFORMATION ABOUT ACADEMIC ESSAYS
customer
satisfaction
keeping in
mind
increasing
size of the
competitiv
e market.
banks, which
operates in
the districts
of Bhiwani
and Dadri.
tangibles. The
second theory
states that the
factor of
Satisfaction is
stimulated by
the
perceptions of
the quality of
the service and
the product and
price, also the
personal as well
as situational
factors
PNB, SBI,
HDFC
ICICI banks.
ICICI. adopted data
are collected
through
questionnaire
and analysed
using SPSS
method
(Sharma,
2017).
bank
statements
are sent
timely.
It does not
consider
employee
satisfaction as
the key driver
of customer
satisfaction
rather states
that there is a
cause effect
relationship
between
employee
behaviour and
customer
satisfaction.
customers of th
private as well
foreign banks
were not satisf
due to high ba
charges,
problems in
accessibility an
communication
The result
Emphasizes on
training of stre
management as
well as public
dealing to the
employees of t

10INFORMATION ABOUT ACADEMIC ESSAYS
banks. The resu
also suggests
that, in case of
the private ban
the bank charg
should be
decreased and
the issues
regarding the
accessibility an
communication
should be
removed.

11INFORMATION ABOUT ACADEMIC ESSAYS
Name of the
Article
Objectives of
the article
Contribution Theories Sample and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommendation
Consumer’s
intention to
use self-
service
parcel
delivery
service in
online
retailing An
empirical
study
The objective
of this paper
is to find out
the factors
that influence
the intention
of the
consumer to
cope with the
self-services
in the parcel
delivery
service.
This study
develops
valuable
theoretical
as well as
managerial
models so
that the
customers
can cope
with self-
services in
the parcel
delivery
The theories
suggested in
the article are-
Resource
matching
theory,
Technology
readiness,
Consumer
coproduction
theory
The
consumer
delivery
services are
the
population
in the
survey
conducted
in this
article.
The sample
is consisted
of 112
Unit of
analysis her
are the
factors that
instigate the
customers to
adopt self-
services in
case of the
services
related to
the delivery
of the
Usage of
three-factor
model and
individual as
well as
situational
factors in
analysing the
influence
behind the
customers’
intention
Online
survey is
Here the
explanatory
variable is
the intention
of the
customer.
H1-
According
to the first
hypothesis,
The
convenience
of the
location
positively
impacts the
intention of
the
consumer to
adopt self-
This study
reveals that
convenience of
the location, the
need for human
interaction,
optimism, as
well as
innovation, cast
upon a positive
impact on the
intention of the
consumer to
avail the self-

12INFORMATION ABOUT ACADEMIC ESSAYS
service. males and
169
females.
parcels conducted by
using
questionnaire
s from a
website.
(www.sojum
p.com)
service
technology
related to
the
Parcel
Delivery
Service.
H2-
According
to the
second
hypothesis,
perceived
time
pressure
cast a
service
technology
related to the
services of the
delivery of
parcels. This
study also
recommends that
the delivery
service providers
should focus on
the marketing
force and should
provide their
consumers a
customised

13INFORMATION ABOUT ACADEMIC ESSAYS
positive
influence
upon the
intention of
the
customer to
cope with
self-service
technology
in case of
parcel
delivery
service.
service (Chen,
Yang & Wei,
2018).

14INFORMATION ABOUT ACADEMIC ESSAYS
Name of the
Article
Objectives of
the article
Contribution Theories Sample and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommendation
Online
Banking:
A
Comparative
study of
Chinese and
Saudi
customers
Perceptions
of Service
Quality
The objective
of the study
is to accrue
data related
to the views
of the
customers
about the
quality of the
services
related to
online
banking in
This
research
conducted
an in-depth
study of the
perceptions
of the
consumer
about the
online
services of
various
banks KSA
Friendliness to
the customers
of the online
banking and a
secure process
of online
banking will
enhance the
reliability of
customers on
online banking.
Population-
All the
people of
China and
Kingdom
of Saudi
Arabia
(KSA) who
do online
banking.
Sample-
222
customers
This study
analyses the
quality of
the
e-Service in
the banking
institutions,
E-service
with respect
to Loyalty
Intention,
information
Measuring
scales used
are - E-S-
QUAL (a
three-item
scale) and E-
Rec S-QUAL
All the data
was gathered
through
online survey
in both
Web design,
security and
privacy are
the
explanatory
variable
here.
The first
hypothesis
states that
the interests
of the
customers in
online
banking can
be enhanced
by
improving
security.
The second
The results
reveals all the
similarities
between China
and KSA
And proves that
value and
privacy cast an
impact on
Loyalty
intention. The
study also
showed that

15INFORMATION ABOUT ACADEMIC ESSAYS
China and
Kingdom of
Saudi Arabia
(KSA)
and China. who
participate
in online
banking
frequently.
system,
the influence
of the
different
culture on
the online
behaviour of
the customer
Status of the
Online
Banking in
China, the
environment
of the
Online
Banking in
countries. hypothesis
states that
the interest
of the
customers
for online
banking can
not be
enhanced by
improving
security
only, it
depends on
factors like
customers
perception
fulfilment
influences
loyalty intention
in China, but,
does not
influence any of
the variables in
kingdom of
Saudi Arabia.
This research
recommended a
secured
framework for
online banking
and suggests for
compensation in

16INFORMATION ABOUT ACADEMIC ESSAYS
KSA and
satisfaction.
case of any
discrepancy.
(Awan, KHAN,
& CHIANG,
2016)

17INFORMATION ABOUT ACADEMIC ESSAYS
Name of
the Article
Objective
s of the
article
Contributio
n
Theories Sample
and
population
Unit of
Analysis
Methodolog
y used
Explanator
y variable
Hypothesis Finding and
recommendatio
n
The impact
of
perceived
service
quality
dimension
s on
customer
satisfactio
n An
empirical
study on
public
The
objective
of this
study is to
find out
how the
customers
actually,
perceive
the
services
provided
by public
Revealing
all the
factors that
create the
perception
of the
consumer
and
determining
the
dimension
of the
perceived
service
quality is a
crucial
instrument
which is
widely used
to estimate
customer
satisfaction
Population
-All the
customers
of the
public
sector
banks in
india.
Sample-
480
responden
ts in the
National
Here the
unit of
analysis
are the
perceptio
n of the
customer,
Survey has
been
conducted
and data are
collected
from 480
respondents
with the help
of structured
questionnair
e data
collected are
analysed
Here
explanatory
variable is
the services
provided by
public
sector
banks of
India.
H1- The
perception
of the
customers
depend on
their
reliability
on the
banking
service.
H2- The
perception
of the
The dimension
in the perceived
service quality
are tangibility,
reliability,
assurance,
responsiveness,
empathy. This
study also
recommends the
improvement in
the public bank
sector’s

18INFORMATION ABOUT ACADEMIC ESSAYS
sector
banks in
India
sector
banks
service
quality on
customer
satisfaction.
Capital
Region
(NCR).
using seven-
point Likert
scale.
customers
depends on
other
factors like
tangibility,
cooperatio
n of the
employees.
infrastructure so
that reliability
can be enhanced
(Kant &
Jaiswal, 2017).
Name of the
Article
Objectives of
the article
Contribution Theories Sample
and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommendati
on

19INFORMATION ABOUT ACADEMIC ESSAYS
The
influence of
SERVQUA
L Model
and Attitude
on
Customer’s
Satisfaction
And
Loyalty in
Islamic
Banks of
Saudi
Arabia in
Developing
Countries
The objective
of this
research paper
is to expand
the
SERVQUAL
model with an
aim to
investigate
and find out
factors
responsible
behind the
satisfaction of
the customers,
and loyalty of
The findings
of this article
will be useful
for the
managers as
well as the
policy
makers to
take
initiatives for
the
improvement
of the
service
quality in
Islamic
Tangibility
is related
to the
appearance
of physical
facilities
and
equipment.
Population
- the
customers
of the
Islamic
banks
Sample-
500
respondent
s who are
the
customers
of Islamic
Banks
Attitude,
Customer
satisfaction,
and
customer
loyalty
questionnaire
survey
method
is used
(SEM) was
adopted to
find out the
relationship
the between
proposed
constructs.
Attitude is
the
explanatory
variable in
this study.
H1:
Tangibility
impacts
customer
satisfaction
H2:
Reliability
has
significant
influence
on
customer
satisfaction
H3:
Assurance
casts upon
The extended
model is
capable of
casting a
significant
influence on
customer
satisfaction as
well as
customer
loyalty and
recommend
the analysis of
the factors
like “attitude”
that were

20INFORMATION ABOUT ACADEMIC ESSAYS
the customer
for Islamic
Banks.
Banks. a
significant
impact on
customer
satisfaction
ignored
previously.
(Alnaser,
2018)
Name of the
Article
Objectives
of the
article
Contribution Theories Sample and
population
Unit of
Analysis
Methodology
used
Explanatory
variable
Hypothesis Finding and
recommendat
ion
The
Investigation
of Service
Quality
Dimensions,
This article
aims to
identify the
dimensions
of the
This article
empirically
validates
model for
measurement
In the
domain of
marketing
CI is the
origin of
Population-
retail
customers in
the public
sector banks
The
Relationship
between
Customer
Satisfaction
data are
gathered with
the help of a
structured
questionnaire
Here the
explanatory
variables are
the tangibility,
reliability,
H1-
Customer
satisfaction
casts
significant
The findings
shows that
that
‘tangibility’
and

21INFORMATION ABOUT ACADEMIC ESSAYS
Customer
Satisfaction
and Corporate
Image in
Indian Public
Sector Banks:
An Application
of Structural
Equation
Model(SEM)
service
quality in
the public
sector
banks in
India
and
observe the
effect of
the
dimensions
of service
quality on
the
customer
satisfaction
Through
structural
equation
modelling
(SEM) using
path analysis.
This article
has found out
the most
essential
predictors of
customer
satisfaction
the
reputation
of the
corporate
sector as
well as the
corporate
branding in
the sphere
of the
medical,
hospitality
and
tourism
Sample-
640 retail
customers
of PSBs in
the National
Capital
Region
and
Corporate
Image,
The
Relationship
between
Service
Quality
Dimensions
and
Customer
Satisfaction
and analysed
through a
7-point
Likert scale
responsiveness
as well as
empathy
influence on
CI
H2:
Tangibility
cast a
significant
effect on CS
H3:
Reliability
influence
CS. (Kant,
Jaiswal &
Mishra,
2017).
‘assurance’
can be
considered as
the most
essential
predictors of
CS among
the five
dimensions
of the service
quality.
Moreover,
states that CS
bridges the
gap between
SQ

22INFORMATION ABOUT ACADEMIC ESSAYS
as well as
corporate
image.
dimensions
as well as the
CI in the
Indian
context. This
result
recommends
That PSBs in
India should
concentrate
more on
building the
brand image
in the
corporate
sector with

23INFORMATION ABOUT ACADEMIC ESSAYS
the help of
modern bank
outlets as
well as
financial
performance.
Reference
Alnaser, F. (2018). THE INFLUENCE OF SERVQUAL MODEL AND ATTITUDE ON CUSTOMER'S SATISFACTION AND LOYALTY
IN ISLAMIC BANKS OF SAUDI ARABIA IN DEVELOPING COUNTRIES. Economic and Social Development: Book of
Proceedings, 59-70.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach
towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Awan, M. A., KHAN, H. U., & CHIANG, H. H. (2016). Online banking: a comparative study of Chinese and Saudi customers perceptions of
service quality. The Journal of Internet Banking and Commerce.

24INFORMATION ABOUT ACADEMIC ESSAYS
Chen, Y., Yu, J., Yang, S., & Wei, J. (2018). Consumer’s intention to use self-service parcel delivery service in online retailing: An empirical
study. Internet Research, 28(2), 500-519.
Herington, C., & Weaven, S. (2009). E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of
Marketing, 43(9/10), 1220-1231.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: an empirical study on public sector
banks in India. International Journal of Bank Marketing, 35(3), 411-430.
Kant, R., Jaiswal, D., & Mishra, S. (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, 21(1), 76-85.
Sharma, L. (2017). Customer Satisfaction with Service Quality: An Empirical study of Banking Sector. BVIMSR’s Journal of Management
Research, 9(2), 189-195.
Wang, C. (2017). Consumer acceptance of self-service technologies: an ability–willingness model. International Journal of Market
Research, 59(6), 787-802.
Hussain Chandio, F., Irani, Z., Abbasi, M. S., & Nizamani, H. A. (2013). Acceptance of online banking information systems: an empirical case
in a developing economy. Behaviour & Information Technology, 32(7), 668-680.
Sanjuq, G. (2014). The impact of service quality delivery on customer satisfaction in the banking sector in Riyadh, Saudi Arabia. International
Journal of Business Administration, 5(4), 77-84.

25INFORMATION ABOUT ACADEMIC ESSAYS