Service Quality of Teller in the Bank: A Case Study of the National Bank of Kuwait

SERVICE QUALITY OF TELLER IN THE BANK: A CASE STUDY OF THE NATIONAL BANK OF KUWAIT

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ID:1414472

Course: Business research

Professor

Abstract

This research seeks to find out whether there is a relationship between service quality of tellers in the bank and customer satisfaction. The National bank of Kuwait is utilized as a case study.

The hypotheses are as follows: Hoi: Listening skills of the tellers in the bank do not influence the level of customer satisfaction. The alternative hypothesis (H1) is: H1i: Listening skills of tellers in the bank influence the level of customer satisfaction. The second specific objective provides the following null and alternative hypotheses respectively. Hoii: Reliability of tellers in the bank does not influence the level of customer satisfaction. The alternative hypothesis (H1) is: H1ii: The reliability of tellers in the bank influences the level of customer satisfaction. The third specific objective provides the following null and alternative hypothesis. Hoy: The responsiveness of the tellers in the bank does not influence the level of customer satisfaction. The alternative hypothesis (H1) is: H1iii: The responsiveness of the tellers in the bank influence the level of customer satisfaction. The fourth specific objective gives the following null and alternative hypotheses. Hoiv: The servant leadership attributes of teller in the bank do not influence the level of customer satisfaction. The alternative hypothesis (H1) is: H1iv: The servant leadership attributes of teller in the bank influence the level of customer satisfaction. The results of the research indicate that all the alternative hypotheses were proved. In conclusion, there is a correlation between the quality of services offered by bank tellers and customer satisfaction: the better the quality of services, the higher the level of customer satisfaction and vice versa.Null hypotheses are disapproved.

Table of Contents

Abstract        2

Section 1: Introduction        4

A.        Problem Statement        4

B.        Rationale of the Research        5

C. Research Hypothesis        5

D. Definition of Terms        7

E. Summary        8

Section 2: Research Questions        8

Section 3: Literature Review        9

A.        Importance of the Research Question        9

B.        Current Status of the Topic        9

C.        Relationship between Literature and Problem Statement        12

D.        Summary        12

Section 4: Research Methods        13

4.1         Research Design        13

4.2         Data Collection Plans        13

4.3         Sample size and Sampling Method        13

4.4         Data Collection Instruments        14

4.5         Reliability and Validity of Instruments        14

4.6        Results of Pilot Studies        14

4.7         Ethical Consideration        15

4.8         Proposed Analysis of Data        15

Section 5: Results        15

Section 6: Research Analysis and Discussion        18

Section 7: Conclusion        23

Section 8: References List        25

Section 10: Appendices        26

Appendix 1: Service Quality of Teller in the National Bank of Kuwait versus Customer Satisfaction        26

Appendix 2: Research Time        28

Section 1: Introduction

1. Problem Statement

The modern business environment is turning more challenging and competitive than ever. With the increasing demand for globalization as well as multidimensional challenges, businesses are compelled to re-engineer products and improve customer service so that they can remain competitive in the market (Tega, Ogege&Ideji 2014, p.865). Customer support service forms an integral component of an enterprise and defines its future. Systems that are technology-based, specifically those that are linked to internet help enterprises interact in different ways with their clients. The same applies to the interaction between client support and customers. In most service organizations, the relationship between consumer satisfaction and service components are often difficult to ascertain because of the intangible characteristics of service.

        The intangibility of services renders it hard for businesses to examine customers’ perception and assessment of the desired results of the service quality (Dhungel, n.d). As consumers assess their satisfaction levels by service quality experiment, their satisfaction with a given service is associated with confirmation of expectations (Tega, Ogege&Ideji 2014, p.864). The aim of leveraging on service quality is to realize more sales, attract and retain more customers, and remain ahead of competitors in the market. Therefore, this study aims to establish whether there is a relationship between service quality of the tellers in the bank and customer satisfaction, and the National bank of Kuwait will be used as a case study.