Author

  • Normala S Govindarajo

    • Othman Yeop Abdullah Graduate School of Business, Universiti Utara Malaysia, Malaysia
    • Malaysia

  • Brinda Kalyani P R

    • Rustaq College of Applied Sciences, Sultn of Oman
    • Oman

Abstract

Sultanate of Oman is one of the prominent GCC Countries with a population of around 3 million. With assets worth over USD 15 billion, Bank Muscat (SAOG) is the leading financial services provider in Oman with a strong presence in Corporate Banking, Retail Banking, Investment Banking, Treasury, Private Banking and Asset Management. This paper looks into the “RELATIONSHIP MARKETING AND SERVICE QUALITY IN BANK MUSCAT OMAN (Sayaratti Loans)”. The quality of customer service is the key indicator of the performance of the different branches of the Bank. Banks in the current scenario is increasingly showing its interest in satisfying a customer wants. Given the profit figures on board as targets Banks need to also look into the special needs of the customer’s perspective, any lacuna in service quality to be looked into seriously. The car loans popularly known as Sayaratti loans are taken as the product for study. The findings of the study say that there is a significant relationship between the age and the overall customer satisfaction levels and there is no significant relationship between the age and the service quality by the bank.

Keywords

References

  • > Anahita, B. H., Chavoshb, A., Choshalyc, S. H., Salehid. M. & Pourabedin, Z. (2011). The Influence of Perceived Service Quality on Relationship Marketing Orientations and Customer’s Buying Behavior in B2C Relationship from the customer perspective, International Conference on Economics and Finance Research, IPEDR, 4. IACSIT Press, Singapore. 208212.
  • Rootman, C. (2011). An International Comparitive study on the relationship marketing and customer retention of retail banks: lessons for South Africa. Thesis submitted in Faculty of Business Sciences at Nelson Mandela Metropolitan University.
  • Once G. (2012). Service Marketing in Banking sector and recent perceptions in marketing thoughts of services. Dokuz Eylul University, Faculty of Economics and Business, Marketing Department.
  • Kotler, P. & Armstrong, G. (2000). Principles of Marketing 8th Edition, Prentice Hall, Englewood Cliffs,NJ.
  • Rootman, C., Tait, M. & Sharp, G. (2011). Relationship Marketing and customer retention lessons for South African Banks. Southern African Business Review, 15(3), 185-206.
  • Rust, R. & Oliver, R. (1994). Service Quality Insights and Managerial Implications from Frontier, new directions in theory and practice. London: Sage
  • Gilaninia, S. (2011). Comparitive study of Relationship marketing in Public and Private banks. Interdisciplinary Journal of contemporary research in Business, 3(8), 508-514.
  • Uppal, R. K. (2009). Customer Service in Commercial Banks an Empirical study. Asia pacific journal of social sciences, 1(1), 127-1410
  • Walsh. S., Gilmore, A. & Carson, D. (2004). Managing and implementing simultaneous transaction and relationship marketing. International Journal of Bank Markting, 22(7), 468-483.

Downloads

No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.

How to Cite

Govindarajo, N. S., & R, B. K. P. (2013). Relationship Marketing and Service Quality in Bank Muscat Oman (Sayarati Loans). Information Management and Business Review, 5(12), 568-576. https://doi.org/10.22610/imbr.v5i12.1089

Share this article

License

Copyright (c) 2013 Normala S Govindarajo, Brinda Kalyani P R (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team  edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.

Keywords

Section

Research Paper

Published in

Vol. 5 No. 12 (2013) Service Quality, Learning & Logistics View issue contents

Published

2013-12-31

Submissions

Have research to publish? Information Management and Business Review welcomes submissions.

Make a Submission