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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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Chiu, Mun-chi Ruby. "Improving marketing performance through customer satisfaction : Hongkong Bank /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19876518.
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Melhem, Yahya. "Employee-customer-relationships : an investigation into the impact of customer-contact employees' capabilities on customer satisfaction in Jordan banking sector." Thesis, University of Nottingham, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.288762.
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Abdulfattah, Fatthwia. "The effect of electronic customer relationship on customer satisfaction : a study in web banking in Saudi Arabia." Thesis, University of Huddersfield, 2012. http://eprints.hud.ac.uk/id/eprint/18098/.
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E-CRM emerges from the Internet and web technology to facilitate the implementation of CRM; it focuses on Internet or web-based interaction between banks and their customers. In particular, E-CRM enables banks to provide appropriate service and products to satisfy the customer and enhance customer loyalty, Furthermore, E-CRM features are vital for managing customer relationships online. They are generally referred to as concrete website functionality or tools and they are required for customizing, personalizing and interacting with the customer. Without E-CRM features, CRM could not be realized on the Internet. In fact, in the literature, there appears to be an absence of theoretical model for effects of E CRM features on customer satisfaction in general, and E-CRM features affect service quality, which in turn leads to customer satisfaction in particular. Consequently, this research attempts to fill the information gap. The aim of this thesis was to examine the effect of various E-CRM features at the different stages of transaction cycle (pre-transaction, during-transaction, and post-transaction) on customer satisfaction on banks websites in Saudi Arabia. Six basic hypotheses were tested, as parts of a theoretical model of these E-CRM features against seven service quality dimensions selected from the SERVQUAL instrument and discussed in detail in Chapter (3). Data was collected through a questionnaire which was administered in the Western Region (Jeddah) of Saudi Arabia in April/May 2010. The empirical analysis was carried out using a structural equation model. The results form of this research indicate that the use of E-CRM in building customer relationships effects online customer satisfaction and service quality. The efficiency of E-CRM program determine the level of which online features, such as site customization, membership, site information, privacy, security, product or service customization, alternative payment and frequently asked questions would be implemented on banks’ websites. This research contributes to knowledge in several ways. Most importantly, it illustrates the roles of E-CRM features in enhancing service quality and customer satisfaction at different stage of transaction cycle. In particular, this research highlight the critical dimensions of service quality, which managers in the banking sector should invest in their customer satisfaction strategies.
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Amoah-Mensah, Aborampah. "Customer satisfaction in the banking industry: a comparative study of Ghana and Spain." Doctoral thesis, Universitat de Girona, 2011. http://hdl.handle.net/10803/22657.
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La satisfacció és una preocupació crucial pels clients i per les organitzacions, incloent els bancs. L'estudi examina la satisfacció global dels clients dels bancs a Ghana i Espanya. Així s'analitzen aspectes com la relació entre satisfacció global i les dimensions de qualitat dels serveis bancari, així com les pròpies dimensions principals de la qualitat d'aquests serveis. Finalment, les percepcions sobre aquestes dimensions son comparades entre els bancs de Ghana i Espanya. S'han analitzat els clients de 819 bancs de Ghana i Espanya, els resultats van mostrar que els clients espanyols estaven més descontents respecte les dimensions tangibles i empatia metre que els clients de Ghana puntuaven pitjar la dimensió conveniència. En general, els clients de Ghana estaven força més descontents amb els serveis bancaris que els d'Espanya. La fiabilitat, l'empatia i la conveniència son els predictors de satisfacció global en Ghana, mentres que la fiabilitat és la única dimensió que explica la satisfacció global a Espanya.Satisfaction is a crucial concern for both customers and organisations including banks. The study examines the overall satisfaction of banks’ customers in Ghana and Spain. It also looks at the relationship between overall satisfaction and the quality dimensions of banks’ services in Ghana and Spain. It investigates the main quality dimensions of banks’ services in Ghana and Spain. Finally, the perceptions of Ghana and Spain about the quality dimensions of banks’ services are compared. By analysing 819 banks’ customers in both Ghana and Spain, the results showed that Spain was more dissatisfied with the tangibles and the empathy dimensions than Ghana. In contrast, Ghana was more dissatisfied with the convenience dimension than Spain. In general, customers from Ghana were more dissatisfied with banks’ services than those from Spain. Also whilst reliability, empathy and convenience were the predictors of overall satisfaction in Ghana, only reliability explained overall satisfaction in Spain.
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Bacetic, Oliver, and Adam Persson. "Service quality and its effect on customer satisfaction in online-banking : A quantitative study about the relationship between service quality and customer satisfaction." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-18867.
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The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. Self-service technology and customer needs have changed the relationship between banks and their customers from physical to digital. Online-banking relationships were established to create interest for long-term relations to avoid the cost of acquiring new customers. How service quality factors within online-banking affect customer satisfaction have become relevant to study as it contributes to a bank’s performance. Where the performance increases the chances of competitive advantages such as a bigger market share and long-term success in the banking industry. The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. A quantitative method based on relevant theories were used through a positivistic and a deductive research approach in order to test the study hypotheses. The result of this study is based on 110 respondents. The result presents a positive relationship between service quality and customer satisfaction, as Technology and Fulfilment contributed the most and Reliability the least to customer satisfaction.
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Mburu, Peris Njoki. "Determinants of customer satisfaction and retention: a survey of the banking industry in Kenya." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1014106.
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Customers have become the lifeblood of any organisation. Without customers, or-ganisations would not exist let alone survive in this competitive global environment (Grigoroudis, Politis and Siskos, 2002). Banks depend on sufficient and sustaining profitability to survive in the global business world. Customers are the source of banks‟ profitability. By satisfying the customer, the bank is able to retain the custom-er and reap maximum benefits from the relationship which ultimately leads to higher profitability. Customer satisfaction has therefore evolved as a strategic business ini-tiative which banks cannot ignore. Retention of the bank customer has become one of the most important objectives of the overall marketing strategy of any bank. In Kenya, the term „customer service‟ came to the fore just over fifteen years ago when banks started acquiring customer service departments. Since then, many cus-tomer training programs for staff have been put in place to transform the image of the customer as not just a profit-maker for the banks but as a human being with needs, which if not fulfilled will cause the customer to look for alternatives in the market. Training has focused on the bank staff whose customer handling skills have been sharpened. In spite of this, no empirical study has attempted to find out if the intended satisfaction of the customer has been achieved or not, which is indicative of little or no attention being given to this important phenomenon. In Africa, with the ex-ception of South Africa, empirical studies on customer satisfaction in the banking in-dustry are few. This gap presented the motivation for this study. The primary objective was to establish the determinants of customer satisfaction and retention in the Kenyan banking industry. The secondary objectives were to establish the relationship between socio-economic factors and customer satisfaction in Ken-yan banks; secondly, to determine whether bank-related factors influence customer satisfaction in Kenyan banks; thirdly, to identify the various strategies known to cus-tomers and employed by Kenyan banks to ensure customer satisfaction and customer retention and finally, to analyse the relationship between customer satisfaction and customer retention in Kenyan banks. The study adopted a descriptive survey design to suit the target population which was dispersed over a wide geographical region spanning the entire Kenya. The tar-get population included every bank customer in Kenya. Both qualitative and quantita-tive data were used. The data collection instrument was a self-administered ques-tionnaire that contained both closed and open-ended questions. Statistical tests were done using Pearson, Chi Square, Anova, Pearson Correlation and Multi-linear re-gression. Data were presented using frequency distribution tables, percentages, cross tabulation and pie charts. The findings indicated a positive relationship be-tween bank-related factors and customer satisfaction and retention. The conclusion was that if banks improved on factors like quality service, staff orientation towards customers, availability of management and ATM uptimes just to name a few, propor-tionately, customer satisfaction and retention would be enhanced. Finally, recommendations based on the findings were made to the Kenyan banks highlighting antecedents which would enhance the customers‟ satisfaction and reten-tion in the Kenyan banking industry.
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Baosuwan, Siriwan. "Attitude and satisfaction with internet banking of Bank of Ayudhya Public Company Limited, Thailand." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2727.
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The purpose of this study is to gather information for the management of the Bank of Ayudhya to improve its internet banking service. It explored customer satisfaction, customer attitudes, and the correlation between the frequency of Internet banking usage and customer demographic data.
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Bleske, Adrian. "The antecedents of customer satisfaction in a financial institution : a qualitative study." Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1015482.
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The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
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Åberg, Emil, and Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.
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Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden
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Rao, Mrunalini S. "Identification Of Key Factors Of User Satisfaction For Banking Software Products And Development Of An Importance-Performance Map." Thesis, Indian Institute of Science, 2000. http://hdl.handle.net/2005/197.
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The Indian IT industry has grown at an impressive rate during the last decade. India's own competitive advantage in the software business is well known: cost-effectiveness, world-class quality, high reliability, and rapid delivery, all of it powered by state-of-the-art technologies. Software has penetrated different spheres of the Indian economy, namely Indian corporate sector, government and public sector units. Over the last decade, one of the sectors, which have felt the "heat" of software intrusion, has been the financial service. Indian banking industry, today is in the midst of an IT revolution. A combination of regulatory and competitive reasons have led to increasing importance of total banking automation in the Indian Banking Industry. The present level of computerization in Public Sector Banks is a result of these initiatives. RBI has also gone ahead in creating of nation wide and localized networks for integration of the entire financial system.
The Software Packages for Banking Applications in India had their beginnings in the middle of 80s, when the Banks spurred on by RBI and the Rangarajan Committee Report, started computerizing the branches in a limited manner.
A few software companies in the country have developed banking software products and most of the banks have adopted them. These products enable all the banks to automate their operations at the branches and corporate offices. The software companies develop 60% of the software in the company itself, which involves the development of modules, and the remaining 40% is done in the customer's site. This 40% is customization of the software. The success of these banking software products in the banks can be measured by studying the market share of the individual products, revenues earned by these products by the respective companies. The success of these products depends on the satisfaction of the users, using the software. To measure their satisfaction and arrive at those products that are performing well in terms of User satisfaction, the following objectives were designed in the present study.
The objectives are:
1. To understand the attributes of the banking software products that are
relevant to user/customer satisfaction.
2. To understand the user's perception of the above attributes.
3. To derive the key factors of user/customer satisfaction.
4. To develop an Importance-Performance map for the attributes of the software.
Based on the literature review and the discussions held with the software professionals and bank employees, we identified few relevant variables like Implementation, Maintainability, Reliability, Security, User's Performance and Output which fall under the software related variables and variables like Vendor's meeting User's needs, Vendor's mktg skill, User involvement, Training and support, and Service falling under the vendor related variables.
A structured questionnaire was developed based on these variables using a 5-pt likert scale and this instrument was checked for its construct and content validity and also Reliability by conducting Factor analysis and Computing Cronbach's alpha respectively on a small sample in the Pilot study. The questionnaire was modified and the final instrument was used for the main study. This questionnaire was administered on a sample of 141 in the main study. The collected data were subjected to Factor Analysis to arrive at the key factors of User satisfaction for banking software products. We obtained seven factors User's Performance, Output, and Vendor's Marketing skill, Implementation, Ease of Use, Security and Maintainability.
The second part of the study plot an Importance -Performance Map for all the products on all variables which gives us the best performer. Since this was subjective analysis, we conducted ONE-WAY ANOVA on the data to arrive at the best performer. However, ANOVA could give only the top performer, but we were not able to identify the second best product.
We computed the weighted scores for each of these products by giving weights to the variables and multiplying with the performance scores. The comparison of the total weighted scores of all the four products considered in the study helped us in ranking the products based on their performance. We obtained that Product 3 was on top followed by Product 4 and Product 1 and last was product 2.
Based on these analyses we suggested the following to the software vendors:
1. The key factors identified in the study should be given the highest priority
while developing and testing the software for conformance with the
specifications.
2. Product 2 must be improved on variables like output by making the report
generation more flexible and maintainability should be made easier by making
additions more flexible without any errors.
3. Vendors of Product 1 and 2 should provide better user manuals using simple
language and also train the bank employees in using the software, by
involving employees during customization in a more informal way.
4. Vendor's of Product 3 and 4 should maintain the quality of their existing
products respectively and try to improve them.
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Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.
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Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions. The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences). The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.
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Bothma, Tracy. "The impact of customer relationship management on retail banking using self-service channels." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1013654.
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If you do not own the latest technology today it is thought that you are left behind in this technology driven age. More businesses use Self- Service channels to accommodate the increasing demands of customers. It has been said that the use of self-service channels can reduce input costs, increase efficiency and improve customer service. Unfortunately, many customers are left unsatisfied because retail banks are moving away from the human interaction when visiting a branch or advise customers to use their self-service channels, sometimes without any assistance. This causes customers to move banks, complain and in so doing reduce profits and customer relationships with their banks.This research’s main objective was to determine the impact of customer relationship management on retail banks that make use of self-service channels. A theoretical overview of self-service channels and customer relationship management was given. Advantages and disadvantages of each option were explored. The researcher wanted to explore the relation between customers using self-service channels and the assistance and protection provided by retail banks. The customer experience questionnaire used in this research asked retail banking customers from the South African population to determine how customers perceive and experience their banks’ self-service channels and customer service. Many questions relating to their needs and wants with regards to banking have been explored. The results show that most customers are satisfied with their banks in general but do feel that the banks can improve their customer service and assistance with regards to using self-service channels like ATM’s, online and telephone banking and E-Wallet. It has concluded that most customers choose their banks based on advertisements and other media, not customer service, product range or word-of-mouth. The general perception is that customers say that their bank charges do justify the customer service received.
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Anani, Ajibola Plakunle. "Attracting and retaining customers in South Adrica's banking sector." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1532.
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The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
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Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.
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Chan, Shiu Fai. "The impact of perceived interactivity, control and involvement on bank satisfaction and loyalty : an integrated eService model for eBanking." Thesis, University of Bradford, 2011. http://hdl.handle.net/10454/5365.
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Control and involvement are well researched concepts in traditional marketing, while interactivity is a relatively new concept associated with Internet marketing and communication. From an Internet interaction perspective, the research examines the impact of interactivity, control and involvement on customer satisfaction and loyalty in an eBanking context. Using Flow Theory as the theoretical foundation, it is proposed that these three Internet communication constructs lead to eService dependency and eService encounter satisfaction, which, in turn, enhance the overall satisfaction and loyalty to the principal bank at corporate level. A mixed methodology using both qualitative and quantitative approaches of data collection is adopted. In-depth interviews with eBankers and focus group studies with eBanking customers support the importance of interactivity, control and involvement in the eService encounter. The in-depth interviews and focus groups facilitate the identification of eService dependency as a new construct in the model. Participants' views also help the operationalisation of constructs and development of questionnaire for quantitative data collection. ii Analysis of the quantitative data using structural equation modelling shows support for all three constructs' hypothesised positive relationships with eService dependency and eService encounter satisfaction i.e. satisfaction at the service encounter level. It is also confirmed that eService dependency and eService encounter satisfaction have a positive impact on overall satisfaction with the principal bank i.e. satisfaction at corporate level. However, the influence of eService dependency and eService encounter satisfaction on loyalty to principal bank is not supported. The research concludes with the theoretical contributions and managerial implications of the research. Strategies to enhance interactivity with, control of and involvement by eBanking customers are recommended to eBankers. Limitations of the research and directions for future research in Internet and eService are also suggested.
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Ho, Hung-Hsin. "The role of commitment in the relationship between customer satisfaction and customer loyalty in banking industry: Mediating effect of commitment." UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE, 2012. http://pqdtopen.proquest.com/#viewpdf?dispub=3494537.
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Wennergren, Victor, and Harnesk Simon. "Den digitala banken : En studie om digitaliseringens inverkan på kundnöjdhet." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-414706.
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Banksektorn har genomgått omfattande förändringar till följd av digitaliseringens framväxt. Ett bredare utbud av differentierade produkter har möjliggjort för konsumenter att utföra vardagliga bankärenden på egen hand. Detta har resulterat i att alltfler bankkontor stängs ner då det inte längre genererar samma lönsamhet, något som i sin tur reducerat den fysiska interaktionen mellan banker och deras konsumenter. Att produkter och tjänster blivit digitala har inneburit konsekvenser för banksektorn då det fysiska mötet utgjort en central del för konsumenters kundnöjdhet. Ett bredare utbud av differentierade produkter och tjänster har bidragit till en ökad komplexitet där avsaknaden av kompetens med hänsyn till datorer och teknik har påverkat konsumenters attityd till digitala produkter och tjänster. Då fysisk interaktion förekommer mer sällan är det avgörande för banker att utforma produkter och tjänster utefter konsumenternas behov. Då konsumenters beteendemönster tenderar att utvecklas i samma takt som digitaliseringen är det avgörande för banker att ha en förståelse om huruvida konsumenters attityd i relation till digitala produkter uppfattas samt bredda en förståelse om konsumenternas upplevelse med hänsyn till nya banktjänster. Då kundupplevelsen utgör grunden för kundnöjdhet är det betydelsefullt för banker att leverera en god upplevelse genom att möta kundens behov. Studien ämnade undersöka digitaliseringens inverkan på svenska bankkunders kundnöjdhet. Genom att studera detta var förhoppningen att få en bredare förståelse om huruvida svenska bankkunder upplever att digitaliseringen inverkat på deras kundnöjdhet. Studien tog avstamp i en tvärsnittsdesign med ett deduktivt tillvägagångssätt. Studiens datainsamling grundar sig i en kvantitativ metod och har genomförts genom en enkätundersökning i förhoppning om att nå en stor mängd respondenter. Antalet respondenter som deltog i studien uppgick till 241 där samtliga blev kontaktade via sociala medier. En regressionsanalys har använts för att studera sambandsmönster mellan studiens beroende-, oberoende- samt kontrollvariabler. Studiens teoretiska referensram utgörs av kundnöjdhet, digitalisering, TAMmodellen samt kundupplevelse. TAM-modellen samt kundupplevelse utgör i denna studie grunden för att närma sig ett svar kring hur digitaliseringen inverkat på svenska bankkunders kundnöjdhet. Med utgångpunkt i dessa två teorier framgick det att digitaliseringens inte haft någon negativ inverkan på kundnöjdhet men att det istället effektiviserat konsumenters sätt att uträtta bankärenden. Vidare framgår det av studiens resultat att upplevelse i allmänhet är en bidragande faktor till en högre grad av kundnöjdhet.The banking sector has undergone extensive changes as a result of the growth of digitalisation. A wider range of differentiated products has made it possible to for consumers to carry out everyday banking on their own with no need for physical interaction with the bank. As a result of this, bank branches have been closed as it no longer generates the same profitability. Due to this, there has been a reduction in the physical interaction between bank and customers. The fact that products and services has become digital has had consequences for the banking sector as the physical meeting has been a key part of customer satisfaction. The purpose of this study was to examine the impact of digitalization on customer satisfaction. The study was conducted using a cross sectional design with a deductive approach. The study’s data collection is based on a quantitative method and has been carried out through a digital survey. The data was analysed by a regression analysis to identify possible relationships between the studies variables. The results of this study show that digitalization does not have a negative impact on customer satisfaction.
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Boonkhet, Jittavadee, and Jeerapa Meesook. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6267.
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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
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Meesook, Jeerapa, and Jittavadee Boonkhet. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6248.
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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
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Chen, Yu-Ying, and 陳郁穎. "Factors Affecting Internet Banking Customer Satisfaction." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/8jvja6.
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碩士國立虎尾科技大學
經營管理研究所
97
In recent years, Internet banking has become a kind of new delivery channel for financial services, bringing many benefits to both banks and customers. Therefore, it is necessary to explore the critical factors that affect customer satisfaction in the context of Internet banking to help banks enhance their online channel and further to meet the demands of today''s consumer on online services. This study carries out a large scale survey among actual users of domestic Internet banks in July 2008 to collect our dataset and applies structural equation modeling to test the structural relations of our research model. The results show that the appropriateness of our research model revolving customer satisfaction with Internet banking is empirically supported. Furthermore, this study also finds that customer loyalty is significantly affected by user satisfaction, which is in turn affected by perceived usefulness and perceived risk, while website design not only directly affects perceived usefulness, but also indirectly affects that via perceived ease of use.
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Nguyen, Thi Mai, and 阮氏梅. "Service Quality, Customer Satisfaction, Customer Loyalty of Internet Banking in Vietnam." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/sdk6ux.
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碩士國立虎尾科技大學
企業管理系經營管理碩士班
105
At the present time, the Internet plays an important role in people’s daily lives, and it should be considered as a service delivery channel that provides and maintains the service quality. In particular, the convenience of banking through the Internet that not only allows cost reduction for customers but also provides a quick and efficient service. The key purpose of this study is to find out the impact of factors relating to the service quality on customer satisfaction, and to test the relationship between the effect of the Internet banking service, customer satisfaction, and customer loyalty in Vietnam. Respondents numbering 293 from Vietnam were selected and interviewed in this study. Regression analysis was used to test the six research hypotheses. The results indicated that five of the six hypotheses were supported and reliability, fulfillment, efficiency, and website design, had a positive influence on the satisfaction of customers and customer satisfaction has been a significant influence on customer loyalty. Lastly, to propose effective measures on how to enhance the quality of the Internet banking service in Vietnam.
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丘曉菁. "Customers' satisfaction wiht online customer service on internet banking of siam commercial bank." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/71657616246228482588.
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Yang, Yea Huey, and 楊雅惠. "An Investigation of Customer Satisfaction with Banking Wealth Management." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/70838679136654685898.
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碩士銘傳大學
財務金融學系碩士在職專班
100
The 2008 financial crisis resulted in enormous investment losses For a lot of bank clients. Bank’s wealth management business is facing a serious diminish of customet’s confidence. Rebuilding customer’s confidence and enhancing customer’s satisfaction and loyalty are the most important issues for the bank’s wealth management activities. This study is to investigate the relationship among corporate image, Perceived value, personal banker’s services, customer satisfaction ,and customer loyalty. This purpose of this study is to find out customer’s needs in wealth management and create a triple-win outcome for customers, financial consultants, and banks. A set of sample includes 450 observations collected from a questionnaire survey. This study utilizes an exploratory factor analysis to explore factors affecting customer satisfaction. Results show that corporate image, perceived value, and personal banker’s services influence customer satisfaction with bank wealth management.
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Bayarkhuu, Bat-Amgalan, and 巴雅湖. "Evaluation of Banking Sector of Mongolia Using Customer Satisfaction Response on Internet Banking." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/61575276290593150052.
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碩士國立屏東科技大學
熱帶農業暨國際合作系
102
The rapid development of internet and electronic business has stimulated the banking and financial sectors, which has encouraged majority of the customers to e-banking. However, despite the rapid increase of internet users and benefits of using internet bank, the number of internet bank customers has not risen as strongly as expected in Mongolia. Hence, this study focused on factors influencing customer satisfaction on internet bank use and possible strategies to improve its service. Data on demographic, perceived usefulness, perceived ease of use, trust, service quality and satisfaction of internet banking were collected from respondents using online questionnaire. However, t-test, ANOVA and regression analysis were applied to evaluate the hypothesized relationships in internet banking. The result from multiple regressions test shows that the service quality is the only variable that has significant effect on customer satisfaction of internet banking. However, the findings demographic of the respondents show no significant different on the satisfaction of internet banking. Based on the results the study identified that Mongolian internet banking service and product developing but they still need to improve their service and product for increase their customer satisfaction.
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CHANG, TSENG TSUNG, and 曾宗昌. "A Study on Service Quality , Customer Satisfaction and Customer Loyalty in Banking Industry." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/sdd695.
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碩士逢甲大學
經營管理碩士在職專班
102
Looks all around the changes of current he financial environment, the wave of internationalization and digitization force the banks facing the tough glob competition. If you want to promote the bank competitive ability, the traditional price war has been insufficient to meet customer service has become a competitive weapon to survive. Therefore, how to enhance and improve service quality to maintain the corporate image, provide meet customer needs for goods and services, thereby enhancing customer satisfaction and loyalty has become an important issue in the financial industry competitive financial sector.
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Wong, Chi Bo. "The influence of customer satisfaction and switching costs on customer retention : a survey of retail internet banking users in Hong Kong." 2005. http://arrow.unisa.edu.au:8081/1959.8/81310.
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The exponential growth of the Internet is changing the way corporations conduct business with customers. The banking industry is no exception. In order to sustain competitiveness, banks have been introducing more Internet banking services. However, this change undermines the ability of business to retain their customers since certain characteristics of the Internet can cause a reduction in customers' search costs, reduce barrier to entry, and diminish distinctiveness of a firm (Kalakota and Whinston, 1996). Managing effective customer retention strategies is increasingly important in the banking industry since the length in years of customer relationships is one of the most important factors that contributes to the bank's profitability. Reicheld (1996) found that a five percent increase in customer loyalty produces an eighty-five percent increase in profitability in the banking industry. In the past, the key to understanding the power of a corporation to retain customers was thought to lie in the measurement of customer satisfaction. Clarke (2001) argued that long-term customer retention in competitive requires firms to go beyond mere basic satisfaction and to look for ways of establishing ties of loyalty that will help ward off competitive attack. While customer satisfaction may be one important driver of customer retention, switching costs are also likely to influence customer retention, both independently and in tandem. For example, the presence of switching costs can mean that some seemingly retained customers are actually dissatisfied but do not defect because of high switching costs. Thus the level of switching costs has a moderating effect on the relationship between customer satisfaction and customer retention. While the moderating role of switching costs on the relationship between customer satisfaction and customer retention has been supported in literature for existing non-Internet contexts (Lee et al., 2001; Ranaweera and Prabhu, 2003), little research has been published within the Internet context and particularly Internet banking. Based on a review of the literature, a theoretical model linking customer satisfaction and switching costs to customer retention was developed. The model has two main features. First, it examines the main direct effects of customer satisfaction and switching costs on customer retention. Second, the model examines the moderating role of switching costs on the relationship between customer satisfaction and customer retention. The empirical research was based on data collected by an Internet survey of adopters of Internet banking service in Hong Kong. Results from statistical analyses show that both customer satisfaction and switching costs have strong positive direct effects on customer retention. These analyses also confirm the moderating role of switching costs on the relationship between customer satisfaction and customer retention. However, when Internet banking adopters are categorized into two segments according to their usage of Internet banking service (basic and advanced users), results show that switching costs play a significant moderating role on the relationship between customer satisfaction and customer retention only for the basic Internet banking users.Thesis (PhDBusinessandManagement)--University of South Australia, 2004
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Mkhaliphi, Nhlanhla Willy. "The relationship between employee satisfaction, customer satisfaction, and sales performance in retail banking." 2014. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001559.
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M. Tech. Business AdministrationIn many developing countries, including South Africa, the banking sector is highly concentrated resulting in intense competition among the big four banks in South Africa (e.g. Standard Bank, Nedbank, First National Bank and Absa, and one emerging bank Capitec). In favourable economic conditions, the banking sector plays an essential role in the economic growth of the country. However, the global financial crisis of late 2007 changed the outlook for an already slowing economy, and South Africa was not immune to the impact of the global financial crisis-induced economic slowdown. The banks have been faced with increasing competition and rising costs as a result of regulatory, financial and technological innovation, entry of the foreign banks in the retail banking environment, local competitors who are introducing new and innovative product offering and the challenges of the recent financial crisis. These changes have had a dramatic impact on the performance in sales for commercial banks. Retail banking offers a comprehensive suite of products (e.g. Home Loans, Vehicle Finance, Sales and Investments and Cheques) to customers. It also provides these products through extensive branch networks. Over a period of six months, certain branches of Absa Bank have not been able to meet set targets in sales of the banking products and have caused under-performance in sales for the relevant branches. There are 47 branches in the Gauteng East Region and, among these, six branches were randomly selected under-performing branches in terms of sales targets. This research aims to determine the causes behind under-performance in these East Gauteng branches, as such information would provide management with useful information. The aim of the study is to tests the influence of employee satisfaction, service quality, and customer satisfaction on sales performance, i.e., how these variables impact on sales performance at the branch level.
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Liao, Wan-Hsiang Chang, and 張廖萬祥. "A study of customer experience and satisfaction of corporate banking." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/81559579987723012363.
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碩士國立暨南國際大學
管理學院經營管理碩士學位學程碩士在職專班
97
Title of Thesis：A study of customer experience and satisfaction of corporate banking Name of Institute：Natioanl Chi-Nan University Pages：89 Graduation Time：01/2009 Degree Conferred：Master Student Name：Wan-Hsiang Chang Liao Advisor Name：Wen-Bin Zhuang Abstract Taiwan financial industry occupies an important link in the state economy development, the financial administrative development process before 1989 has been at the latch-up protective condition among the foreign and local environment development. In the same year of July, the revising banking law promotes the financial liberalization, internationalization, the opening private bank set-up, loosen up the mechanics of banking limit, abolishes the interest rate control and so on. The foreign bank comes to Taiwan to establish additional Branch offices and settle up new standards of rules in order to make the money market changing rapidly. After 1990, the banking industry opens bank with upsurge and the financial administrative business foothold surges as well. The banking industry henceforth enters [steep competition], after our country joins World Trade Organization (WTO), the foreign bank affiliation international management experiences abundant the superiority. Our country Banking industry has the bitter experience widely competitive pressure; the financial environment change, not only initiates the bank indirectly excited the fierce competition, but also creates the bank customer expense habit since the demand has been shifted formerly by the human sentiment or emphatically the product function. The traditional marketing pattern has not been only eased to meet the modern customer's need. But yet, in accordance to the tidal current transformation, Schmitt (1999) proposed that the experience marketing's idea, the enterprise sells the final goal provides the valuable experience, and becomes an upsurge in the entire economic structure. Due to the experience of marketing's concept, the enterprise financial customer experiences the result and degree of satisfactory relations, which expect them to own the competitive the domestic bank fields, and provides another strategy direction. This research acts according to Schmitt (1999) - Experiential marketing is the theory construction which inspects between the customer experience and the degree of satisfactory relations. The research is mainly based on Tai-Chung financial customers; the questionnaire development's method take the Schmitt experience marketing theory's experience to make up a strategy, setting media as part of the main frame core, and coordinating the expert to verify the studying development. Eventually, the total sends out 230 questionnaire documents, and effective sample with 200 copies. In conclusion: (1) under the five customers’ experience, within the two related factors: the motion experience and the correlation experience assume to have a customer degree on satisfaction, but also pondering with the inverse correlative experience. (2) The other two customer experiences including the sense of administrative experience, emotion experience step and the customer degree of satisfaction are not directly related. According to this research, the bank financial enterprise proposed the following suggested: The enterprise finance should perform a strong motivation between customers, and improving the obvious inverse correlation factor by enhancing the loyalty with customer’ connection. Key words: experiential marketing, customers experience, customers satisfaction
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Lin, Ching-Tsung, and 林敬淙. "What Factors Drive Corporate Customer Satisfaction with E-Banking Services." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/59629439738559887831.
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碩士國立中興大學
電子商務研究所
96
Due to the burgeoning development of electronic commerce (e-commerce), the broader applications of emerging service—Internet baking (e-banking) services have been introduced and provided by financial holding companies or banks at an accelerating rate in recent years since they can provide efficient, reliable, securable, and convenient financial services, such as online payment, deposit/loan, trading, and clearing/settlement, via electronic channels (e-channels, e.g., Internet and phone) for customers. E-banking services not only can create new competitive advantages, but also can improve their relationships with customers for banks. Obviously, e-banking can offer better services required by corporations and individuals, it could be a strategic niche no matter for banks or their customers. Conceivably, how to implement e-banking successfully is becoming a critical management issue. Unfortunately, research pays scarce attentions on what factors drive success of e-banking, particularly from corporate customers’ perspective. For the reason, this paper attempts to explore what factors affect corporate customer satisfaction with e-banking (CCSEB) which is one surrogate variable of success of e-banking services. Based on a survey of 178 respondents collected from Taiwan companies, the results support that supply-side, organizational, and globalized factors will affect customer satisfaction with e-banking significantly. Furthermore, there exist a reciprocal relationship between customer satisfaction and loyalty. We believe the results and findings proposed in this paper not only can offer in-depth insights for practitioners about how to implement e-banking successfully, but also can be further directions for researchers interested in designing related theories.
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TANG, YI-YA, and 唐意雅. "The Study of Banking Brand Image, Service Quality and Customer Satisfaction on Customer Loyalty." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/rz5cdv.
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碩士國立高雄應用科技大學
財富與稅務管理系
106
With the opening up of the international market, the financial industry is booming rapidly. However, due to the excessive number of banks set up, the general public and has more choices. The consumer behavior has gradually changed, and causes the banks to face more serve competition. In order to this predicament, banks should actively improve the quality of services and establish a good impression of the bank's brand image, and increase customer satisfaction. The customers are willing to go to the original bank to consume, not only to improve the bank's survival rate, but also to retain the customer to enhance customer loyalty. . This study further discusses the effects of banking brand image, service quality, and customer satisfaction on customer loyalty. The general public was the object of the study. Questionnaires were sent out as surveys. 312 valid questionnaires were retrieved, and the research analysis was performed using SPSS software and AOMS. The research results show that: 1. Service quality positively influences banking brand image 2. Service quality positively influences customer satisfaction 3. Banking brand image positively affects customer satisfaction 4. Customer satisfaction further positively influences customer loyalty. This research suggests that banks establish a good bank brand image through high-quality service quality to impress the public and enhance customer satisfaction. As a result, customers are willing to use the services again to improve their loyalty to the bank.
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Brown, Carolyn Shaw. "Customer satisfaction as a function of bank teller friendliness." 1990. https://scholarworks.umass.edu/theses/2193.
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Lin, Shih-Ya, and 林詩雅. "A Study of E-Service Quality, Customer Relationship, For Customer Satisfaction And Customer Loyalty On E-Banking." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/03907935739222383983.
Full textAbstract:
碩士銘傳大學
國際企業學系碩士在職專班
101
A Study of E-Service Quality, Customer Relationship, For Customer Satisfaction And Customer Loyalty On E-Banking Student：Shih-Ya Lin Advisor：Dr. Lu-Jui Chen ABSTRACT The internet business applications had been getting more popular and become commonly accepted by the general public. Banks have also adopted the online business model and started offering banking services online, aiming to satisfy the demands of the busy, always-on-the-go lifestyle of the modern people by saving their time. This study focuses on the online banking customer experience, providing references to the corporate executives through understanding customer satisfactions at several online banking service criteria. The users of the domestic online banking services are the surveying subject in this study. The survey will assess the currently accessible services and to analyze the influence on customer loyalty from the quality of service, customer relations, and user satisfaction. The study hopes to pass through two variables between service quality and customer relationship under online banking to clarify if they have significant impact and to serve as a reference for the financier in practical experience. The study is expected to yield the following results: 1.The online banking quality of service will affect customer satisfaction. 2.The online banking customer relation will affect customer satisfaction. 3.The online banking quality of service will affect customer loyalty. 4.The online banking customer relationship will affect customer loyalty. 5.The online banking customer satisfaction will affect customer loyalty. Keywords: online banking, quality of service, customer relations, customer satisfaction, customer loyalty
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陳志湩. "The study of the customer satisfaction measurment for Taiwan internet banking." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/08181806162612610863.
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碩士東吳大學
企業管理學系
92
The purpose of the study is to develop the customer satisfaction measurement model for the Taiwan internet banking based on literature review and survey data. The research frame work of this study was proposed based on the instrument proposed by Wang et. al. (2001) as a beginning point, and then adjusted the measurement dimension to develop the customer satisfaction measurement model for Taiwan internet banking. This study used six factors such as information content, ease of use, digital products/services, innovation, security, and customer support to measure the customer satisfaction for the internet banking. This study collected 188 samples of which 146 are valid by using the internet questionnaire, and used exploratory factor analysis to analyze samples. The results showed four factors and twenty items can be used to measure the customer satisfaction for the internet banking. The four factors included information content, security, digital products/services and innovation, customer support and interface. And after study we find the security is the most important factor in evaluating customer satisfaction. So how to reduce risk and against loss from security deficit must be sincerely considered by Taiwan internet banking providers. Keywords: internet banking, customer satisfaction
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Tuan, Nguyen Anh, and 阮英俊. "Evaluating Customer Satisfaction towards Online Banking Services at BIDV Yen Bai." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/58387w.
Full textAbstract:
碩士美和科技大學
企業管理系經營管理碩士班
104
The study has the first objective of identifying how customer satisfaction towards e-banking services at BIDV Yen Bai Branch. The study shows that the customers do not satisfy with services provided by BIDV Yen Bai and the attitude and support of employees in BIDV Yen Bai in completing necessary formalities. In addition, descriptive statistics shows that the customers do not see any evidence for many kinds of services, layouts, shelves, aisles, and available advertisements at BIDV Yen Bai Branch and the bank does not perform well in term of creating faith in customers’ transactions. Moreover, customer satisfaction is also explained by multiple linear regression with tangible asset, reliability, responsiveness, assurance, and empathy. Using data collected from survey of questionnaire with 333 customers who have been using e-banking services of BIDV Yen Bai Branch, 45.2% of changes in customer satisfaction can be explained by these factors.
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Dung, Ngo Duc, and 吳德容. "Evaluation of E-banking Customer Satisfaction at Vietinbank – Ha Tinh Branch." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/2eecrj.
Full textAbstract:
碩士美和科技大學
企業管理系經營管理碩士班
104
Banking sector is an important aspects of the financial services industry in Vietnam offering some services related to banking, for example, acceptance of deposits, granting of credit facilities, loan management, with more and more competitive pressure, the banks has kept continuing to make important expenditures for enhancing IT platforms. So, if the commercial joint stock banks in Vietnam want to survive and develop, they need to apply IT applications to meet the customer’s needs in the best and most convenient way without coming directly to the banks. Those kinds of service are called e-banking services. The development of e-banking in Vietnam is also an unavoidable trend in banking sector. In this context, the study takes into account e-banking service quality in Vietinbank Ha Tinh Branch. A conceptual research model has developed with customer satisfaction as the result from the impacts of five factors, namely Web design, Customer service, Assurance, Preferential treatment, and Information provision. Quantitative research method is used to explore these impacts. Primary data is collected from survey of questionnaire with the customers who have been using e-banking services from the bank. There are 216 valid questionnaire and results show that five factors (Web design, Customer service, Assurance, Preferential treatment, and Information provision) can explain for 61.4% of changes in customer satisfaction with e-banking services at Vietinbank Ha Tinh Branch. Among chosen factors, web design has highest Standardized Coefficient (0.495), meaning that this factor hast greatest impacts to customer satisfaction in comparison with the impacts of other factors.
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Linh, Lam Thieu, and 林少玲. "Service quality and Customer satisfaction of Internet Banking service in Vietnam." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/13454722104124132654.
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碩士中國文化大學
國際貿易學系
102
This paper aims to investigate the relationship between service quality dimensions, customer satisfaction, customer loyalty and positive word-of-mouth in Internet Banking service in Vietnam. Six service quality dimensions including efficiency, reliability, fulfillment, privacy, perceived ease of use and perceived usefulness were selected and examined in order to have a better understanding about the relationship between service quality dimensions and customer satisfaction towards Internet Banking service. This study also considered the influence of customer satisfaction on customer loyalty and positive word-of-mouth. Questionnaires were distributed to the respondents by convenience sampling method. The data collection was conducted from Internet Banking users and analyzed by Statistical Package for Social Science (SPSS) version 16 and Analysis of Moment Structures (AMOS) version 20. The result shows a significant positive relationship between customer satisfaction and three service quality dimensions including fulfillment, perceived ease of use and perceived usefulness. This study also reveals a significant positive influence of customer satisfaction on customer loyalty as well as positive word-of-mouth. In addition, the overall satisfaction is significantly different between domestic and foreign commercial banks in Vietnam and higher for the foreign commercial banks. The theoretical and managerial implications of this study are discussed. The limitations of this study as well as recommendations for future research also have been made.
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Lee, Jia-Min, and 李家旻. "The Development of the Customer Satisfaction Measurement Instrument for Internet Banking." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/67854906644378180284.
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碩士國立中正大學
資訊管理學系
89
The purpose of this study is to develop the customer satisfaction measurement instrument for the internet banking based on literature review and survey data. The research framework of this study was proposed based on the the instrument proposed by Doll & Trokzadeh as a beginning point, and added safety to develop the customer satisfaction measurement instrument for the internet banking. This study used six factors such as content, accuracy, format, ease of use, timeliness and safety to measure the customer satisfaction for the internet banking. The parent of this study was the 20 banks accepted by the Ministry of finance, and collected 265 samples which 226 ones are valid by using the internet questionnaire. This study used exploratory factor analysis and confirmatory factor analysis to analyze samples. The result showed six factors and eighteen items can be used to measure the customer satisfaction for the internet banking. On the side, analyzing from survey data, the findings are male more than female in sex, university or college in level of education, finance service in occupation, and 30,000~60,000 dollars in each month.
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Tsai, Hung-Chung, and 蔡皇忠. "A Study of CRM Adoption on Customer Satisfaction of Banking Industry." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/78017630499938272664.
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碩士國立成功大學
高階管理碩士在職專班
91
This research is based on a sampling of customers taken from Shanghai Bank’s centrally located branch offices. 430 valued customers were selected as the research target population. Bank employees specially trained in customer relationship management provided these customers with special customer service. This study attempts to understand the differences in the degree of customer satisfaction, customer complaint behavior, the handling of customer complaints, customer loyalty, and bank employees’ attitude toward their work after the bank began providing this special service to customers. The survey was conducted using mailed questionnaires with 381 valid samples. The methods of statistical analysis used include descriptive statistics, Chi-square test, multivariate analysis of variance, t test, cluster analysis, and linear structure relationship models. The analysis revealed the following results: 1. Based on the bank’s existing quality of service, the CRM service provided to long-term valued customers produced an overall improvement in the customer service measurement factors listed above. This indicates that the bank’s CRM service model, as manifested in the customer’s degree of satisfaction, has received considerable approval. 2. The valued customer’s principle means of expressing complaints were directly to the bank or to friends. By cross tabulation analysis, it was found that a customer’s profession and the length of relationship with the bank influence a customer’s complaint behavior in bringing complaints to the bank. If a customer’s complaint was directed to an organization (such as the Consumers’ Foundation or Fair Trade Commission), the length of time the customer has been dealing with the bank was clearly a factor in the actions taken. 3. There is a clear relationship between the valued customer’s feeling of satisfaction toward the bank’s five types of service and the length of time the customer has had a relationship with the bank. 4. Before receiving the CRM service, there were obvious differences concerning the bank’s confidentiality structure between those customers that had complaints and those that didn’t. After receiving the CRM service, these differences were not noticeable. 5. Those customers who show no noticeable satisfaction with the new service were generally customers with lower monthly income. 6. In conducting a customer satisfaction model analysis of the entire survey population, it was found that providing CRM service had a much greater impact on the level of customer satisfaction than before. The degree of customer satisfaction had a direct and positive effect on the degree of customer loyalty. However, the degree of satisfaction was shown to have no noticeable influence on customer complaint behavior, and customer complaint behavior had no direct effect on the degree of customer loyalty. 7. A customer satisfaction model analysis was conducted on those valued customers who raised complaints. Before receiving CRM service, there was no clear link between complaint behavior and the degree of customer satisfaction. After receiving the service, however, there was a clear and positive connection showing customer satisfaction directly influences complaint behavior. Before the bank handled a customer’s complaint, the degree of customer satisfaction had no noticeable influence on the degree of customer loyalty; conversely, once the bank handled a complaint, customer satisfaction noticeably shaped customer loyalty.
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Daram, Bat-Orshikh, and Bat-Orshikh Daram. "Relationship Between Customer Satisfaction and Customer Loyalty - A Case Study of Mongolian Commercial Banking Industry." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/5c782f.
Full textAbstract:
碩士明道大學
企業管理學系碩士班
105
This research intends to test whether the bank customers are satisfied with the services provided to them, which will eventually lead to loyalty. Customer loyalty plays a very crucial role for achieving competitive advantage in any organization including banks. It is the result of an organization`s creating a benefit for customers such that they will maintain and increasingly repeat business with an organization. The result of this research is the commercial banking executives have to put a lot of emphasis in providing their bank staff with positive communication skills, and to provide timely and constructive messages to the clients, and to develop appropriate interpersonal communication skills with their customers, both verbal and non-verbal. Furthermore, banks have to create customers care desks where negative or adverse experience can be voiced in the case of services breakdown. Our survey results showed only few banks have offered customers feedback mechanism available to the clients.
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Kuo, Shan-Ru, and 郭珊如. "The Relationship between Service Quality, Perceived Risk, Customer Satisfaction and Customer Loyalty in Internet Banking." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/97949040103994057688.
Full textAbstract:
碩士義守大學
財務金融學系
104
Nowadays, the ratio of people engaged in online financial trading activities is much lower than the ratio of communication and entertainment (III, 2015). To face in the financial technology and internet era, online personal account management will be inevitably trend in the future. This paper investigates the situation of people using internet banking, degree of people care about perceived risk, differences of demographic variable between service quality and perceived risk and the relationship between perceived risk, service quality, customer satisfaction and customer loyalty. The empirical evidences show that whether people using the internet banking for time risk and performance risk has a significant difference. Differences cognitive degree of service quality and perceived risk due to the personal education level. Significant negative impact on the perceived risk for service quality, customer satisfaction and customer loyalty. Service quality, customer satisfaction and customer loyalty have positive significant impact. The relationship of perceived risk between service quality, customer satisfaction and customer loyalty do not have any jamming effect. If bank management unit provide more convenient internet trading service, it will increase the satisfaction of customer using internet banking, reduce the degree of customer care about perceived risk and strengthen customer loyalty.