IOSR-JBM   Volume-7 ~ Issue-6 ~ Jan-Feb-2013

Abstract: The purpose of this paper is to conceptualize hospital service quality into its component indicators from the perspectives of patients. More specifically, this research aims to test and explain empirically the mediators of relationship between patient satisfaction, trust, commitment and loyalty in public hospitals Southeast Sulawesi of Indonesia. The study employs questionnaire-survey approach to obtain the perceptions of patients. The instruments developed have been validated using tests for reliability, validity and unitdimensionality. The data were analyzed using structural equation modeling. The results indicate that service quality has positive and significant effects on patient satisfaction, and patients trust and commitment significantly affect patient's loyalty. However, the patient satisfaction has no significant effect on patient's loyalty. In addition, patient trust and commitment is positively affected by patient satisfaction. Further, this research can prove an increase in patient satisfaction capable improve patient loyalty through the mediating role of patient trust and commitment (complete mediation), but patient satisfaction did not mediate the relationship between service quality toward patient loyalty. Finally, high level of patient commitment proved to be an partial mediator the relationship between trust toward patient loyalty. Originality of this study conceptualizes hospital service quality as an five-indicators framework. Further, it also presents integrated model the relationship between service quality, patient satisfaction and loyalty, with patient trust and commitment as the mediators in public hospitals of Southeast Sulawesi province.
Keywords: Commitment, Loyalty, Satisfaction, Service Quality, Trust.

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Abstract: Nowadays, with the emergence of the many financial institution, customers have variety choices of product and services and they are concerned towards the value of money. This study is to present the most important factor influencing customers in respect of selecting a bank by customer in Kelantan, Malaysia. In particular, it finds those criteria, which have become significantly important in motivating the choice. A quantitative methodology by using responses given by the respondents employed in the analysis. The finding shows that the Accessibility is a significant choice criterion, which includes ATM facility, convenient ATM locations, 24 hours availability of ATM services and speedy service. Other factors, which have also increased in importance, are the Reliability, Responsiveness, Value added service, Convenience and Assurance. Besides that, the five important criteria bank have ATM facility, convenient ATM locations, 24hours availability of ATM services, internet banking facility, and lastly the bank have a several branches Keywords - Accessibility, Bank Selection Criteria, Customers Perspective, Kelantan, Malaysia

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Abstract: Customer satisfaction is the key to the profitability of retail banking and it implies the retention of customers for the long term, which is cheaper than attracting new customers. In the current scenario of retail banking particularly with banks becoming larger, the closure of branches and the advent of internet banking, the question arises whether the customers are satisfied or not satisfied and what are the elements of retail banking which lead to the satisfaction or dissatisfaction of customers. The knowledge of current levels of satisfaction and, in particular, the key determinants of satisfaction benefit those in the industry allowing them to focus and build upon key areas that lead to highly satisfied customers. It highlight that in-branch factors particularly staff, branch location and convenience are the most significant factors influencing customer satisfaction in retail banking.

Key terms: Customer satisfaction, retail banking, Internet banking, Customer retention, In-House Branch Factors.

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