Relevant bibliographies by topics / Banking customer satisfaction

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Banking customer satisfaction'

Author: Grafiati
Published: 4 June 2021
Last updated: 2 February 2022

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Journal articles on the topic "Banking customer satisfaction"

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Goyal, Akhil, and Dr Sudhinder Singh Chowhan. "Indian Banking Industry- Customer Satisfaction." Indian Journal of Applied Research 3, no. 1 (October 1, 2011): 95–98. http://dx.doi.org/10.15373/2249555x/jan2013/38.

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Kashif, Abdul Rauf, and Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad." Revista Gestão Inovação e Tecnologias 11, no. 4 (August 19, 2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.

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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.

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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Long, Pham, and Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty." International Journal of Strategic Decision Sciences 7, no. 1 (January 2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.

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Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.
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Purnama, Suryari, Andyani Sukmasari, and Rahul Bhandari. "The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking." Aptisi Transactions on Management (ATM) 5, no. 2 (March 23, 2021): 143–51. http://dx.doi.org/10.33050/atm.v5i2.1532.

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This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.
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Ullah, Rafi, Mehwish Iftikhar, Muhammad Umer Shahid, and Muhammad Hamza Shahab. "Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)." Journal of Management Info 3, no. 1 (March 1, 2016): 9–20. http://dx.doi.org/10.31580/jmi.v9i1.50.

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The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers prefer to choose Islamic banking system in Pakistan? (3) Why customers prefer to choose conventional banking system in Pakistan? It is therefore, a critical literature has been carried out which investigated the real factors through which customer satisfaction take place in banking sector. The closed ended questionnaire has been used in this research study in order to collect research data. To analyze the collected data, cross tabulations and charts have also been used which showed the satisfaction level of the customers of Islamic and conventional banks and also to differentiate between the participant`s responses of Islamic and conventional banks. A large number of factors have been observed from the research study analysis which illustrated that, in Pakistan, customers are more satisfied from the products and services of conventional banks rather than that of Islamic banks. However, in Pakistan, the customer satisfaction in all financial institutions is not as good as according to the standard. In addition, the banking sector is trying to improve all of their products and services and want to make them according to the international standard. But due to various factors such as; the political instability and religious norms, the banking sector is still far behind.
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Lee, Sangjae, and Kun Chang Lee. "Comparative Study of Service Quality on VIP Customer Satisfaction in Internet Banking: South Korea Case." Sustainability 12, no. 16 (August 7, 2020): 6365. http://dx.doi.org/10.3390/su12166365.

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For Internet banking to compete effectively with traditional brick-and-mortar banking, managers must identify the key determinants of customer satisfaction. While many studies exist on Internet banking, and there is a large base of marketing literature on customers’ perceptions of luxury products, research on the service quality of luxury brands in Internet banking is scarce. Our study investigates service quality that exert influence on customer satisfaction with Internet banking most, along with the moderating role of customer type on the relation between service quality and customer satisfaction. The moderation analysis in our study is the test of difference between general customers and VIP customers which are created according to customer type. Using a web survey of 645 general and VIP (very important person) customers who use Internet banking systems, we examined the effects of fix factors that have an influence on service quality: usefulness, ease of use, and system security, reliability, responsiveness, and empathy. In the full sample, all factors that affect Internet banking quality also affected customer satisfaction significantly. Usefulness, ease of use, and system trust, responsiveness, and empathy are more important in VIP customer satisfaction than in that of general customers, while system security is a more important factor for general than for VIP customers. Our study results indicate that general and VIP customers differently perceive service quality that are relevant to customer satisfaction.
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Et. al., Surachman Surjaatmadja,. "The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 4 (April 10, 2021): 1618–30. http://dx.doi.org/10.17762/turcomat.v12i4.1417.

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Investigation on the structural relationship of information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction. In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development.
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Thamilselvan, R., and J. Kumar. "Performance Evaluation of Customer service in selected Indian commercial banks." Restaurant Business 118, no. 3 (March 22, 2019): 123–36. http://dx.doi.org/10.26643/rb.v118i3.7636.

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The banking industry like many financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges. Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.
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Al-Dmour, Hani H., Wasim Khalil Ali, and Rand H. Al-Dmour. "The Relationship Between Customer Engagement, Satisfaction, and Loyalty." International Journal of Customer Relationship Marketing and Management 10, no. 2 (April 2019): 35–60. http://dx.doi.org/10.4018/ijcrmm.2019040103.

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This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.
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Dissertations / Theses on the topic "Banking customer satisfaction"

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Vuniq, Valentina, Maida Kadic, and Medeleine Bengtsson. "Customer Satisfaction Online Banking." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15499.

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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.

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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.
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Matagne, Sébastien, and Mark Gérard. "The role of Relationship Marketing for Customer satisfaction in the banking sector." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706.

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More and more companies are faced with fierce competition; ergo, companies are consistently trying to build a long term relationships with their customer. In addition, a decade ago, relationship marketing gained more and more credibility among the companies and is still a topic of discussion today. Therefore, this study is aimed to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction.   A theoretical framework has been developed derived from a review of the existing literature in order to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction. Five different tactics have been empirically investigated, namely the service quality, brand image, price perception, value offers and communication. A qualitative method has been chosen for this study. Three different companies have been studied within the banking sector and have been led by an inductive and deductive approach which will aim to investigate the aforementioned theoretical framework.   The analysis of the empirical findings exposed and discovered some relevant findings. Indeed, empirical evidence suggests that four main customer relationship tactics have a role on customer satisfaction and trust; namely the service quality, the brand image, the price perception and the human capital. These tactics have been identified as having a crucial role on gaining customer satisfaction.
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Craucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9009.

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Customer retention, loyalty and satisfaction are extremely important elements in any company’s strategy, especially in the highly competitive South African banking industry. Understanding the various factors that could influence these constructs is therefore critical to organizational success. Several studies showed the impact of these measures on profitability and shareholder value, but there has been little effort to access the factors that might lead to higher levels of retention, loyalty and satisfaction, especially in the banking industry. This paper examines the antecedents of customer retention, satisfaction and loyalty. These possible factors include: perceived value, perceived corporate image, perceived competitive advantage, perceived switching barriers, communication, knowledgeable employees, empowerment, personalisation, ethical behaviour, fees, relationship marketing, service quality (core and relational) as well as enabling service features. The results indicated that customer loyalty, customer satisfaction, switching barriers and communication had a significant impact on customer retention; customer loyalty, perceived value, perceived corporate image, retention, empowerment and relationship marketing had a significant impact on customer satisfaction; and customer satisfaction, switching barriers, perceived value, customer retention, fees, competitive advantage and relationship marketing had a significant impact on customer loyalty. It is evident that there is a close relation between satisfaction, retention and loyalty as all three influence each other in some way or another.
Thesis (MBA)--North-West University, Potchefstroom Campus, 2013.
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Baqué, Nils, Alban Ferati, and Rahul Singh. "Customer Satisfaction in the Cooperative Banking industry: a quantitative approach." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-447564.

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[Introduction] Cooperative banks in France have a major impact on the finance industry and the French economy. The French financial ecosystem differs in comparison with other European countries because of a higher number of cooperative banking groups, which have a dominant market share in the financial industry. With a highly competitive retail banking market frequently described as a commoditized space, customer satisfaction remains the largest competitive advantage for banks. [Research Purpose] Overall, the ambition with this research was to gain a deeper understanding of customer satisfaction in the retail banking market segment. The fundament of this thesis is a theoretical framework that analyzed customer satisfaction for retail clients of cooperative banks. By this, we identified which characteristic of the relationship between customers and their cooperative bank have the highest impact on customer satisfaction. Thus, our research question implied a search to explain an underlying causal relationship between six different variables within Perceived Quality and Perceived Value with customer satisfaction. Perceived Value (PV) included Trust, Employee Competences, and Price Transparency. Perceived Quality (PQ) included Accessibility, Reliability, and Reactivity. [Methodology] By adopting a quantitative approach, we could test, support and rank which variables impact customer satisfaction for cooperative banking clients. The analyzed dataset comprises a total of 21 914 respondents which are customers from 142 cooperative banking branches in France. [Results & Conclusion] From the analysis of the empirical results, we answered our research question by detailing the relationships between perceived quality; perceived value, and customer satisfaction. Finally, our findings indicated that Perceived Quality contributes to customer satisfaction in cooperative banking to a larger extend than Perceived Value. Moreover, the study ranked the importance of each variables impacting customer satisfaction as follow: (1) Accessibility, (2) Employee Competences, (3) Trust, (4) Reliability, (5) Price Transparency, (6) Reactivity.
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Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.

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Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.
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Qadeer, Sara. "Service Quality & Customer Satisfaction: A case study in Banking Sector." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16429.

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The aim of this research is to analyze the impact of service quality on customer satisfaction.  A sound association is found between customer satisfaction and the quality of service provided by the companies. In business world customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. The study investigates the effect of quality on satisfaction by focusing on the relationship between service quality and customer satisfaction and how quality can be improved in the service firms. Qualitative research method is used to conduct this study. The selection of primary studies is done by conducting interviews in a bank as professional service industry. The research findings are analysed by qualitative data analyses techniques to build analyses and draw conclusions. Findings reveal that quality of service does effect the customer satisfaction up to some certain level as both concepts are distinct and the relationship found between them is casual. Also the quality of service has significant contribution towards customer satisfaction because it is affected by various factors such as human interaction, physical environment, value, price, performance etc. To improve performance system companies should focus more on introducing employee oriented policies by establishing a service culture followed by a strong strategy in place and by removing gaps between management – employees and its customers. It is found that through proper planning and constant monitoring firms can develop effective strategies to improve quality levels and to retain their existing & future customers.
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Dadzie, Joyce Esther. "An Evaluation of Customer Satisfaction Dimensions in the Ghanaian Banking Industry." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4613.

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The banking industry in Ghana has seen tremendous growth in recent times. This exponential growth has led to high levels of competition and necessitated that all banks devise strategies to improve customer satisfaction to gain competitive advantage. The growing demands of customers have a significant impact on bank management's ability to attract and retain them. The ability to retain customers depends on the strategy in place to exceed customer expectations and satisfaction. Grounded in relationship marketing theory, the purpose of this qualitative multiple case study was to explore strategies banking leaders use to increase customer satisfaction. Data were collected through semistructured interviews from 6 bank leaders in 3 banks in Accra. Member checking confirmed the interpretation of participant data. Three themes emerged from the data analysis. The themes were customer centricity, customer relationship management, and service quality standards. Adopting customer-centric strategies, building strong relations with customers, and implementing quality service standards might increase customer satisfaction, retention, and profitability. The social change outcomes include the opportunity for the banks to give back to the community through corporate social responsibility and extending credit to improve the quality and standards of living of the people. Improved standards of living could result in the people in the Ghanaian community doing more business with banks, resulting in a ripple effect of profitability and giving back to society.
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Chen, Chien-Lin. "Conceptualising customer relationship management and its impact on customer lifetime value in the Taiwanese banking sector." Thesis, De Montfort University, 2012. http://hdl.handle.net/2086/9878.

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A review of the literature revealed that various scholars on the subject of customer relationship management hold divergent views on the exact domain of CRM because of its multi-faceted nature. Furthermore, CRM remains vague in terms of its impact on firm performance because the generative mechanisms have not been fully considered. In response, a theoretical framework of CRM as the underpinning foundation which establishes the linkages between CRM and the firm's performance is proposed, which synthesizes different perspectives of key constructs of CRM and thus seeks to incorporate them into a practical and coherent framework that can be universally used. Therefore, the central aim of this thesis is to develop an empirically based conceptual model of the process that has the potential for crossing cultural and sectoral boundaries and highlights the potential link between CRM and the establishment of long term customer value. This thesis presents and discusses empirical findings from a survey of 226 senior managers and 584 customers in the Taiwanese banking sector who are examined from their perspectives by using structural equation modeling. From the perspective of managers, the findings largely supported the proposed hypotheses. Customer interaction and customisation, but not customer knowledge and customer knowledge management (CKM) capability, are significantly and positively related to customer value. CKM capability and customization are crucial in affecting customer satisfaction. The results also provided strong evidence of customer values' impact on customer satisfaction, which in turn is necessary determinant of customer loyalty. Furthermore, the relationship between customer loyalty and CLV is positive. Consequently, it has been found that customer benefits play significant mediating roles between CRM and firm performance. On the other hand, from the perspective of customers, the results showed that managerial perceptions of CRM practice have no relationships with the customer value and customer satisfaction as perceived by customers. This thesis contributes to academic and managerial knowledge by providing alternative insights into CRM's influences on the customer's benefits and the firm's performance from a dyadic perspective in one single model. Particularly, the inclusion of customer value and customer satisfaction constructs as key consequences of CRM is suggested to contribute additionally to provide a more complete model of a CRM-performance relationship within the banking setting. Therefore, the framework as a diagnostic tool can be used to identify where specific improvements are needed and where certain aspects of the organizational operations could be improved in CRM for pursuing their competitive advantage and long-term profit.
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Branca, Ana S. "Technology in banking service delivery : its impact on customer behaviour and satisfaction." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.556315.

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Books on the topic "Banking customer satisfaction"

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Howcroft, J. B. Customer satisfaction in retail banking. Loughborough: Loughborough University Banking Centre, 1989.

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Connolly, Eamonn. A study of quality in banking focusing on customer satisfaction in retail banking. [s.l: The Author], 1995.

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Kim, Ŭi-sik. Kogaek manjok sidae ŭi ŭnhaeng sŏboe ŭi chŏllyak kwa silchʻŏn. Sŏul: Kukche Kŭmnyung Yŏnʼguwŏn, 1993.

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Stäger, Christina. Multi Channel Management: Mehrdimensionale Optimierung der Kundenbeziehung zur nachhaltigen Steigerung der Profitabilität im Retail Banking. Bern: P. Haupt, 1999.

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McLoughlin, Damien P. J. The development of brand loyalty among financial services customers. Dublin: University College Dublin, 1993.

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Ahmad, Hartini, and Mahmoud Allan. Customer satisfaction: Experiences in healthcare sector. UUM Press, 2014. http://dx.doi.org/10.32890/9789670474649.

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This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality.It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors.Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
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Zur kundenorientierten Bank durch Business Reengineering und Serviceorientierung (Schriftenreihe des Instituts fur Kreditwirtschaft). P. Lang, 1998.

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Sharif, Shamshuritawati. Quantitative methods & their application in multidisciplinary area. UUM Press, 2016. http://dx.doi.org/10.32890/9789670876504.

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This book is a guide for researchers who are involved in statistical and decision science analyses.Both analyses are explained in detail with samples of real applications in daily life to assist readers to appreciate theoretical and mathematical formulations. It covers a wide variety of applications, including economic issues, i.e., stock markets, quality control in the garment industry, customer satisfaction in the banking industry, experimental design in electronic firms, performance of university web portals, daily fat intake, the optimization of shrimp catching activities, meal planning for nurseries and as well as fairness model in economic games.Understanding these analyses can assist researchers to prepare research reports and manuscripts more efficiently.
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Youngman, Richard J. The perception of quality in German banking as evidenced by differences in satisfaction levels of customers of private and high street banks. 1996.

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Book chapters on the topic "Banking customer satisfaction"

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Ishmuhametov, Ishgaley. "Customer Satisfaction with Banking Services and Its Estimation." In Lecture Notes in Networks and Systems, 585–96. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-74454-4_56.

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Liberati, Caterina, Paolo Mariani, and Lucio Masserini. "A Latent Growth Curve Analysis in Banking Customer Satisfaction." In Advances in Latent Variables, 151–58. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/10104_2014_12.

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Liberati, Caterina, and Paolo Mariani. "Dynamic Principal Component Analysis: A Banking Customer Satisfaction Evaluation." In Algorithms from and for Nature and Life, 397–405. Cham: Springer International Publishing, 2013. http://dx.doi.org/10.1007/978-3-319-00035-0_40.

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Liberati, Caterina, and Paolo Mariani. "Dynamic Customer Satisfaction and Measure of Trajectories: A Banking Case." In Studies in Classification, Data Analysis, and Knowledge Organization, 183–90. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-06692-9_20.

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Yurtkoru, E. Serra, and Beril Sipahi. "Turkish Consumers’ Service Quality Perceptions and Satisfaction in Retail Banking." In Marketing, Technology and Customer Commitment in the New Economy, 142–47. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11779-9_50.

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Ramesh, Vani, Vishal Chandr Jaunky, Randhir Roopchund, and Heemlesh Sigh Oodit. "‘Customer Satisfaction’, Loyalty and ‘Adoption’ of E-Banking Technology in Mauritius." In Embedded Systems and Artificial Intelligence, 861–73. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-0947-6_82.

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Fatima, Johra Kayser, and Mohammed A. Razzaque. "Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector." In The Sustainable Global Marketplace, 139–41. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10873-5_70.

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Ramesh, Vani, Vishal Chndre Jaunky, Randhir Roopchund, and Heemlesh Sigh Oodit. "‘Customer Satisfaction’, Loyalty and ‘Adoption’ of E-Banking Technology in Mauritius." In Advances in Intelligent Systems and Computing, 885–97. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-5400-1_84.

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Enaworu, E., F. B. Adegboye, and H. U. Wara. "Competitiveness in Banking Industry: A Study of Employee Satisfaction, Customer Satisfaction and Productivity in Service Quality." In Contributions to Management Science, 373–90. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-71722-7_19.

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Ma, Zhengwei. "The Factors Impact Customer Satisfaction in Online Banking Sector: The Chinese Perspective." In Lecture Notes in Electrical Engineering, 625–32. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-26007-0_77.

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Conference papers on the topic "Banking customer satisfaction"

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Abdu, Eden, and Jing Li. "Online Banking and Customer Satisfaction in Ethiopia." In 2017 3rd International Conference on Humanities and Social Science Research (ICHSSR 2017). Paris, France: Atlantis Press, 2017. http://dx.doi.org/10.2991/ichssr-17.2017.69.

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"Relationship Between Service Quality And Customer Satisfaction in Banking Services Relationship Between Service Quality And Customer Satisfaction in Banking Services." In 8th Annual International Conference on Business & Economics (CBE). Global Science and Technology Forum, 2018. http://dx.doi.org/10.5176/2251-1970_bizstrategy18.117.

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Komala, Adeh, and I. Kusnanan. "The Influence of E-Banking Service for Customer Satisfaction." In Proceedings of the 1st International Conference on Informatics, Engineering, Science and Technology, INCITEST 2019, 18 July 2019, Bandung, Indonesia. EAI, 2019. http://dx.doi.org/10.4108/eai.18-7-2019.2287746.

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Soliha, Euis, Ajeng Aquinia, R. Basiya, Penunjang Waruwu, and Mohamad Kharis. "Service Quality and Location towards Customer Value and the Effect on Customer Satisfaction." In Proceedings of the International Conference on Banking, Accounting, Management, and Economics (ICOBAME 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/icobame-18.2019.16.

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Mursid, Ali. "Predicting Customer Satisfaction and Customer-Company Identification in Enhancing Halal Restaurant Loyalty: Service Encounters Perspective." In The 3rd International Conference on Banking, Accounting, Management and Economics (ICOBAME 2020). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.210311.071.

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Huo, Yingbao, and Yifan Xu. "Research on relationship between customer satisfaction and customer loyalty in the banking service industry." In 2011 International Conference on Computer Science and Service System (CSSS). IEEE, 2011. http://dx.doi.org/10.1109/csss.2011.5974684.

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Al-Zadjali, Mohamed, Himyar Al-Jabri, and Taiseera Al-Balushi. "Assessing customer satisfaction of m-banking in Oman using SERVQUAL model." In 2015 6th IEEE International Conference on Software Engineering and Service Science (ICSESS). IEEE, 2015. http://dx.doi.org/10.1109/icsess.2015.7339031.

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Ikhsan, Ridho, and Hartiwi Prabowo. "Behavioral Intentions as an Impact of Customer Satisfaction In Retail Banking." In Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018, 8-9 October 2018, Medan, North Sumatra, Indonesia. EAI, 2019. http://dx.doi.org/10.4108/eai.8-10-2018.2288741.

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D. Johannes, Victoria, Mrs Indarini, and Silvia Margaretha. "Usability, customer satisfaction, service, and trust towards mobile banking user loyalty." In 15th International Symposium on Management (INSYMA 2018). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/insyma-18.2018.36.

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Kaytancı, Bengül Gülümser, Etem Hakan Ergeç, and Metin Toprak. "Satisfactions of Islamic Banks’ Costumers: The Case of Turkey." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00642.

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Abstract:
Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which uses the data compiled through the surveys held in Eskişehir with the participation of 500 Islamic bank customers reveals findings that suggest that most of the customers are satisfied with the products and services by the participation banks and that they have high level of awareness on the Islamic banking products.
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