Service Quality and Customer Satisfaction: A Comprehensive Review

This literature review synthesizes findings from multiple articles focusing on service quality and customer satisfaction across various sectors. It examines the impact of service quality dimensions, such as assurance, empathy, and responsiveness, on customer satisfaction in the banking sector in Riyadh, Saudi Arabia, using the SERVQUAL model. The review also explores consumer acceptance of self-service technologies (SSTs), highlighting the roles of both ability and willingness in technology adoption within supermarkets. Additionally, it investigates customer satisfaction in public and private sector banks in India, identifying key factors like grievances handling and employee behavior. The review extends to online retailing, analyzing consumer intentions to use self-service parcel delivery services and the influence of convenience and time pressure. Finally, it compares e-service quality and customer loyalty in online banking between China and Saudi Arabia, emphasizing the importance of security and privacy. The studies employ various methodologies, including surveys, regression analysis, and structural equation modeling, to provide insights into enhancing service quality and improving 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-