Customer Service Quality and Financial Performance of Financial Institutions in Cambodia
摘要
The studies on service quality have gained considerable attention and become a critical research in different kind of organization. Recently, in banking industry, they found that service quality has become a critical competitive weapon for survival and success in developed and developing countries. Further more, service quality has been linked with profitability and provided important competitive advantage leading to be successful for organization. The purposes of this study are to know the evaluation of service quality of financial institutions in Cambodia based on the five dimensions of SERVQUAL and then by seeking to explore empirically the relationship between and customer service quality and financial performance of financial institutions in Cambodia. The result has shown significant influence of the five dimensions on overall service quality of financial institutions in Cambodia which is the less developed country. Hence, the hypotheses as developed and tested in this study are to confirm all the five dimensions of SERVQUAL have positive correlation with customer service quality of financial institutions in Cambodia. This study shows that the commercial banks strongly out-perform the microfinance institutions in customer service quality. Furthermore, the research study has proved that customer service quality has positive correlation with financial performance of financial institutions in Cambodia. Moreover, the study has shown that the microfinance institutions’ profitability is better than the commercial banks. Additionally, the research found that equity also as the factor that has positive influence on financial performance. However, the research did not find the influence of operating expense, number of employees and total asset on financial performance.