Article Summary: Analysis of Service Quality and Customer Loyalty

This report provides a comprehensive summary of four articles focusing on service quality and its impact on customer satisfaction and loyalty within the banking sector. The first article, by Sanjuq (2014), evaluates the influence of the SERVQUAL model on customer satisfaction in Saudi Arabia's banking industry, utilizing a quantitative approach and regression analysis. Sharma (2017) examines customer service in Indian banking institutions, emphasizing its significance for organizational success, using survey responses to assess satisfaction levels. Sindwani and Goel (2015) investigate the effect of technology-based self-service banking services on customer loyalty, highlighting personalization as a key factor, employing both exploratory and confirmatory factor analysis. Lastly, Wang (2017) explores consumer acceptance of self-service technologies, emphasizing the importance of both ability and willingness, using a cross-sectional field survey to analyze factors influencing consumer behavior at supermarkets. These articles collectively offer insights into various aspects of the banking sector, including service quality, customer satisfaction, technology adoption, and the factors influencing customer loyalty.

Running head: ARTICLE SUMMARY
ARTICLE SUMMARY
Name of the Student
Name of the University
Author Note

1ARTICLE SUMMARY
Table of Contents
Article 1...............................................................................................................................3
Objective of this article....................................................................................................3
Method.............................................................................................................................3
Information of sample of the study..................................................................................3
Findings and recommendations.......................................................................................3
Article 2...............................................................................................................................3
Objective of this article....................................................................................................3
Method.............................................................................................................................3
Information of sample of the study..................................................................................3
Findings and recommendations.......................................................................................3
Article 3...............................................................................................................................3
Objective of this article....................................................................................................3
Method.............................................................................................................................3
Information of sample of the study..................................................................................3
Findings and recommendations.......................................................................................3
Article 4...............................................................................................................................3
Objective of this article....................................................................................................3
Method.............................................................................................................................3
Information of sample of the study..................................................................................3

2ARTICLE SUMMARY
Findings and recommendations.......................................................................................3
References............................................................................................................................3

3ARTICLE SUMMARY
Article 1
Objective of this article
Sanjuq (2014) in his article attempts an evaluation of the various impacts of the service
quality on the matters related to the customer satisfaction in the banking sector of Saudi Arabia.
The article takes into consideration the service qualities that are observed to underlie the
SERVQUAL model.
Method
The author of the article had undertaken a quantitative approach in the composition of the
article. The authors had provided the concerned clients of the various Saudi Arabian banks
located within the city of Riyadh. The provided questionnaire was prepared on the basis of the
convenience methods.
Information of sample of the study
The study was conducted on 412 clients who had been attached with the various banks
present within the concerned locality. The data was analyzed by implementing the usage of the
statistical tool of SPSS which resulted in the determination of the reliability coefficient. The
method used for the analysis was regression analysis.
Findings and recommendations
The article by Sanjuq (2014) revealed the fact that the SERVQUAL model is one of the
most effective ways to measure the satisfaction of the various customers who have been related
to the banking industry, especially the industry that involves the retail banks.

4ARTICLE SUMMARY
Article 2
Objective of this article
Sharma (2017) in the article argues that the future of the banking organizations is heavily
dependent on the customer services that are offered by the concerned branch. The author
attempts a study on the customer service that is offered by the banking institutions in India.
Method
The article in discussion was composed on the basis of the various responds that were
received against a questionnaire. The questionnaire was a close-ended questionnaire and
consisted of eighteen questions. The respondents were asked to respond on the basis of the level
of the satisfaction that the concerned clients might have experienced.
Information of sample of the study
The composition of the article incorporated the responses of 50 respondents of the survey
that was conducted in the Bhiwani and the Dadri districts of Haryana, India. The data was
analyzed using the SPSS tool after implementing the percentage and factor analysis.
Findings and recommendations
The findings of the article reveal that the performance of the various banking
organizations that have been operational in the selected areas. the results revealed that the major
aspect of judging the banks were the factors that pertained to the handling of the grievances of
the clients and the promptness of the handling the clients.

5ARTICLE SUMMARY
Article 3
Objective of this article
Sindwani and Goel (2015) in the article deals with the technology-based self-service
banking services that are availed by the clients of the concerned financial institutions. The article
deals with the impact of the technology-based self-service banking services on the loyalty of the
clients.
Method
The article was composed on the basis of the survey that was conducted on the clients of
the concerned banks. The survey that was conducted on the clients of the banks contained close-
ended questions. The data was collected on the basis of the various matters that pertained to the
impact of the technology-based self-service banking services on customer loyalty.
Information of sample of the study
The study was conducted on a sample size of 414 members. The total sample size was
divided into two equal groups. An explanatory factor analysis was conducted on the first sub
sample size with the help of the SPSS tool. The second sample size was subjected to a
confirmatory factor analysis with the help of the AMOS software.
Findings and recommendations
The article reveals the fact that the personalization is one of the most important factors
that might have a significant impact on the customer loyalty.

6ARTICLE SUMMARY
Article 4
Objective of this article
Wang (2017) in the given article tends to deal with the acceptance of the self-service
technologies depends on the ability of the concerned client to deal with the technological matters
along with the various factors that are related to the willingness of the concerned clients to get
accustomed to the system.
Method
The concerned article is composed on the basis of the data received from the cross-
sectional field survey approaches in the matters that pertain to the to attract the real-time clients
who tend to use the self-service technologies that has been installed at the various supermarkets.
Information of sample of the study
The sample size for the completion of this study consisted of 281 clients who visited the
supermarkets. The author had conducted a survey on the willing respondents who had used the
self-service technologies at the time of checking out of the supermarkets.
Findings and recommendations
The article reveals the fact that the ability of customers to use the self-service
technologies is affected more directly by the factors that pertain to the ease of usage, the anxiety
involved in the usage of the technology and the interactive needs than their willingness to use the
technologies.

7ARTICLE SUMMARY
References
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.
Sharma, L. (2017). Customer Satisfaction with Service Quality: An Empirical study of Banking
Sector. BVIMSR’s Journal of Management Research, 9(2), 189-195.
Sindwani, R., & Goel, M. (2015). The Impact of Technology based Self Service Banking Service
Quality on Customer Loyalty. International Journal of Marketing & Business
Communication, 4(3), 13-22.
Wang, C. (2017). Consumer Acceptance of Self-service Technologies: An Ability–Willingness
Model. International Journal of Market Research, 59(6), 787-802.