TY - GEN
T1 - A critical innovative service quality measurement in achieving customer satisfaction
T2 - 4th European International Conference on Industrial Engineering and Operations Management, IEOM 2021
AU - Hoang, Nhu Y.Ngoc
AU - Truong, Ngan Tuyet
AU - Kumar, Vikas
N1 - Article does not have a DOI
Publisher Copyright: © IEOM Society International.
PY - 2021/8/5
Y1 - 2021/8/5
N2 - Today, fulfilling customer needs is no longer a dilemma for service providers within the context of growing many inventions and achievements related to innovative technology. Increasing digitalization has allowed businesses to meet every individual requirement by helping them easily own the customer's information and to deliver service with faster time and more accuracy. In consequence, both customer satisfaction and service quality will be increasingly determined by innovative digital technology. This paper aims to modify a Service Quality model for the present context, where both humans and technology are making an effort to fulfil customer needs in order to further enhance the overall service quality and customer satisfaction. For this purpose, this research will combine the frameworks of Parasuraman et al. (1988) (SERVQUAL) and Marfo-Yiadom & Ansong (2012) (Innovative Product Quality), as an Innovative Service Quality measurement. The results of a survey were collected from 222 retail banking customers in Vietnam, being processed by the SPSS program through Cronbach's alpha test, correlation and regression analysis. As the result, the study confirmed the positive relationship between Service Quality from humans and innovative technology, in which Responsiveness from the staff and Security and Flexibility from innovative technology is influential for Customer Satisfaction.
AB - Today, fulfilling customer needs is no longer a dilemma for service providers within the context of growing many inventions and achievements related to innovative technology. Increasing digitalization has allowed businesses to meet every individual requirement by helping them easily own the customer's information and to deliver service with faster time and more accuracy. In consequence, both customer satisfaction and service quality will be increasingly determined by innovative digital technology. This paper aims to modify a Service Quality model for the present context, where both humans and technology are making an effort to fulfil customer needs in order to further enhance the overall service quality and customer satisfaction. For this purpose, this research will combine the frameworks of Parasuraman et al. (1988) (SERVQUAL) and Marfo-Yiadom & Ansong (2012) (Innovative Product Quality), as an Innovative Service Quality measurement. The results of a survey were collected from 222 retail banking customers in Vietnam, being processed by the SPSS program through Cronbach's alpha test, correlation and regression analysis. As the result, the study confirmed the positive relationship between Service Quality from humans and innovative technology, in which Responsiveness from the staff and Security and Flexibility from innovative technology is influential for Customer Satisfaction.
KW - Customer Satisfaction
KW - Innovative Banking Product Quality
KW - Innovative Service Quality
KW - Retail Banking Industry
KW - SERVQUAL
UR - https://www.scopus.com/pages/publications/85126201787
UR - https://uwe-repository.worktribe.com/
M3 - Conference contribution
AN - SCOPUS:85126201787
SN - 9781792361272
T3 - Proceedings of the International Conference on Industrial Engineering and Operations Management
SP - 111
EP - 125
BT - Proceedings - 4th European Rome Conference 2021
A2 - Fargnoli, Mario
A2 - Lombardi, Mara
A2 - Tronci, Massimo
A2 - Dallasega, Patrick
A2 - Savino, Matteo Mario
A2 - Costantino, Francesco
A2 - Di Gravio, Giulio
A2 - Patriarca, Riccardo
PB - IEOM Society
Y2 - 2 August 2021 through 5 August 2021
ER -
