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Journal articles on the topic 'Banking customer satisfaction'
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1
Goyal, Akhil, and Dr Sudhinder Singh Chowhan. "Indian Banking Industry- Customer Satisfaction." Indian Journal of Applied Research 3, no. 1 (October 1, 2011): 95–98. http://dx.doi.org/10.15373/2249555x/jan2013/38.
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Kashif, Abdul Rauf, and Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad." Revista Gestão Inovação e Tecnologias 11, no. 4 (August 19, 2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.
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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Long, Pham, and Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty." International Journal of Strategic Decision Sciences 7, no. 1 (January 2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.
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Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.
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Purnama, Suryari, Andyani Sukmasari, and Rahul Bhandari. "The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking." Aptisi Transactions on Management (ATM) 5, no. 2 (March 23, 2021): 143–51. http://dx.doi.org/10.33050/atm.v5i2.1532.
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This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.
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Ullah, Rafi, Mehwish Iftikhar, Muhammad Umer Shahid, and Muhammad Hamza Shahab. "Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)." Journal of Management Info 3, no. 1 (March 1, 2016): 9–20. http://dx.doi.org/10.31580/jmi.v9i1.50.
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The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers prefer to choose Islamic banking system in Pakistan? (3) Why customers prefer to choose conventional banking system in Pakistan? It is therefore, a critical literature has been carried out which investigated the real factors through which customer satisfaction take place in banking sector. The closed ended questionnaire has been used in this research study in order to collect research data. To analyze the collected data, cross tabulations and charts have also been used which showed the satisfaction level of the customers of Islamic and conventional banks and also to differentiate between the participant`s responses of Islamic and conventional banks. A large number of factors have been observed from the research study analysis which illustrated that, in Pakistan, customers are more satisfied from the products and services of conventional banks rather than that of Islamic banks. However, in Pakistan, the customer satisfaction in all financial institutions is not as good as according to the standard. In addition, the banking sector is trying to improve all of their products and services and want to make them according to the international standard. But due to various factors such as; the political instability and religious norms, the banking sector is still far behind.
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Lee, Sangjae, and Kun Chang Lee. "Comparative Study of Service Quality on VIP Customer Satisfaction in Internet Banking: South Korea Case." Sustainability 12, no. 16 (August 7, 2020): 6365. http://dx.doi.org/10.3390/su12166365.
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For Internet banking to compete effectively with traditional brick-and-mortar banking, managers must identify the key determinants of customer satisfaction. While many studies exist on Internet banking, and there is a large base of marketing literature on customers’ perceptions of luxury products, research on the service quality of luxury brands in Internet banking is scarce. Our study investigates service quality that exert influence on customer satisfaction with Internet banking most, along with the moderating role of customer type on the relation between service quality and customer satisfaction. The moderation analysis in our study is the test of difference between general customers and VIP customers which are created according to customer type. Using a web survey of 645 general and VIP (very important person) customers who use Internet banking systems, we examined the effects of fix factors that have an influence on service quality: usefulness, ease of use, and system security, reliability, responsiveness, and empathy. In the full sample, all factors that affect Internet banking quality also affected customer satisfaction significantly. Usefulness, ease of use, and system trust, responsiveness, and empathy are more important in VIP customer satisfaction than in that of general customers, while system security is a more important factor for general than for VIP customers. Our study results indicate that general and VIP customers differently perceive service quality that are relevant to customer satisfaction.
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Et. al., Surachman Surjaatmadja,. "The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 4 (April 10, 2021): 1618–30. http://dx.doi.org/10.17762/turcomat.v12i4.1417.
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Investigation on the structural relationship of information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction. In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development.
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Thamilselvan, R., and J. Kumar. "Performance Evaluation of Customer service in selected Indian commercial banks." Restaurant Business 118, no. 3 (March 22, 2019): 123–36. http://dx.doi.org/10.26643/rb.v118i3.7636.
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The banking industry like many financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges. Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.
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Al-Dmour, Hani H., Wasim Khalil Ali, and Rand H. Al-Dmour. "The Relationship Between Customer Engagement, Satisfaction, and Loyalty." International Journal of Customer Relationship Marketing and Management 10, no. 2 (April 2019): 35–60. http://dx.doi.org/10.4018/ijcrmm.2019040103.
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This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.
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Raza, Syed Ali, Amna Umer, Muhammad Asif Qureshi, and Abdul Samad Dahri. "Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model." TQM Journal 32, no. 6 (July 2, 2020): 1443–66. http://dx.doi.org/10.1108/tqm-02-2020-0019.
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PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.
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Rizwan, Muhammad, Ghulam Yaseen, Ashraf Nawaz, and Lal Hussain. "Incorporating Attitude towards Islamic Banking in an integrated Service Quality, Satisfaction, Trust and Loyalty Model." International Journal of Accounting and Financial Reporting 1, no. 1 (November 7, 2014): 456. http://dx.doi.org/10.5296/ijafr.v4i2.6585.
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The Islamic banking is an emerging concept and has gained valuable acceptance not only in the Islamic countries but all over the world and has a visible growth. The purpose to conduct the current study is to empirically check the effect of consumer attitude towards Islamic banking on the customer’s perceived service quality regarding banking services and customer satisfaction with banking services. The proposed research model also investigate the relationships among variables like perceived service quality, customer satisfaction, customer trust and customer loyalty. A survey questionnaire was designed for data collection from the respondents that are the regular users of Islamic banks in Bahawalpur, Pakistan. The method used to collect data was convenience sampling in order to collect data from customers of 4 Islamic banks in Bahawalpur that are Meezan Bank, Bank Islami, Dubai Islamic Bank, and Bank Al-Baraka. Total 200 questionnaires were distributed out of which 163 were collected. Out of 163 collected questionnaires, 157 were in the usable form and used for the final analysis (Regression) using SPSS Ver.20. The results of the study show that attitude towards Islamic banking has a positive impact on the perceived service quality and customer satisfaction regarding the Islamic banking services. Moreover, the results also suggest that perceived service quality also influences customer satisfaction positively, customer satisfaction has positive impact on customer trust and customer loyalty. Furthermore, customer trust also influences customer loyalty positively. The current study enhances the understanding regarding the customer satisfaction, customer trust and customer loyalty and their determinants.
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Alam, Md Mahtab, and Dr Umesh R. Dangarwala. "Internet Banking Customer Satisfaction and Online Banking Service Attributes." Indian Journal of Applied Research 1, no. 6 (October 1, 2011): 198–99. http://dx.doi.org/10.15373/2249555x/mar2012/66.
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Janahi, Mohamed Abdulnaser, and Muneer Mohamed Saeed Al Mubarak. "The impact of customer service quality on customer satisfaction in Islamic banking." Journal of Islamic Marketing 8, no. 4 (November 13, 2017): 595–604. http://dx.doi.org/10.1108/jima-07-2015-0049.
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Purpose The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction. Design/methodology/approach The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study. Findings This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction. Research limitations/implications The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction. Practical implications This paper can influence the current Islamic banks with regard to service quality with an ultimate aim of increasing customer satisfaction and retaining customers. Originality/value This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. It reveals that, although customers pay special attention to Sharia’h laws (compliance) in their transactions with banks, the way services are delivered matters to them too.
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Kaura, Vinita, Ch S. Durga Prasad, and Sourabh Sharma. "Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction." International Journal of Bank Marketing 33, no. 4 (June 1, 2015): 404–22. http://dx.doi.org/10.1108/ijbm-04-2014-0048.
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Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.
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Prasad, Gokul, and Anuradha Arthanar. "Customer Satisfaction on Banking Channels." International Journal of Marketing Research Innovation 1, no. 1 (September 27, 2017): 8–15. http://dx.doi.org/10.46281/ijmri.v1i1.98.
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Satisfaction with banking services is an area of growing interest to researchers and managers.This research examined the survey responses of 120 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to their banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers’ satisfaction with Mobile banking, automated teller machines, credit cards, debit cards, internet banking was investigated, and this information was used to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.
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Noviryantika, Noviryantika. "DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH." Jurnal Ekonomi Integra 9, no. 1 (December 26, 2019): 031. http://dx.doi.org/10.51195/iga.v9i1.123.
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Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.
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Altobishi, Thabit, Gizem Erboz, and Szilard Podruzsik. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector." International Journal of Marketing Studies 10, no. 2 (May 24, 2018): 151. http://dx.doi.org/10.5539/ijms.v10n2p151.
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In general, the managers in financial organizations and institutions are willing to maintain customer satisfaction, in order to minimize their cost and strengthen their competitive advantage.In Jordan, most of the commercial banks offer their banking services electronically. Therefore, this research aims to investigate the effects of electronic banking services on customer satisfaction in the lights of survey questions asked to 175 clients in Jordan. The reviewed literature indicates that convenience, privacy, cost, ease of use, personalization and customization and security are six indicators that affect level of customer satisfaction with E-Banking. The survey questions conducted in these six indicators and statistical results shows a positive relationship between level of customer satisfaction and usage of E-Banking among customers. There is positive relationship between five indicators and level of customer satisfaction and usage of E-Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.
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Wiliam, Andi, Sasmoko Sasmoko, Harjanto Prabowo, Mohammad Hamsal, Elfindah Princes, and Yasinta Indrianti. "ANALYSIS OF E-SERVICE CHATBOT AND SATISFACTION OF BANKING CUSTOMERS IN INDONESIA." Asia Proceedings of Social Sciences 4, no. 3 (May 4, 2019): 72–75. http://dx.doi.org/10.31580/apss.v4i3.860.
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This research was conducted to qualitatively analyze the actual opportunities of banking e-service chatbot to satisfy Indonesian banking customers and also to explore qualitatively what factors were expected to affect customer satisfaction in its implementation through the experience review of other companies as users of e-service chatbots. In this study, the authors used literature studies on the experiences of various companies when using e-service chatbots to satisfy their customers, which then contextualized into the banking industries in Indonesia. The results of the study found that the e-service chatbots had the opportunity to increase the satisfaction of banking customers in Indonesia. This opportunity occured when the customer had fully experienced digital literacy and they experienced the readiness to change a stage of banking services. The results of the study also found that the opportunities for the Indonesian banking industry that have been fully implemented since the beginning of their governance were arranged electronically, so that their customers experienced good readiness which ultimately resulted in good customer satisfaction. The implication of this research is the importance of banking governance to seriously carry out digital transformation as an excellent service through chatbots.
Keywords: Chatbot, E-Service, E-Satisfactions, E-Retention
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Amin, Muslim. "Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty." International Journal of Bank Marketing 34, no. 3 (May 16, 2016): 280–306. http://dx.doi.org/10.1108/ijbm-10-2014-0139.
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Purpose – The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. Design/methodology/approach – A total of 1,000 questionnaires were distributed for internet banking customers and 520 were returned (resulting 52 percentage of response rate). Findings – The results confirmed that the all four dimensions (personal need, site organization, user friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet banking service quality consisting of four dimensions has appropriate reliability and each dimensions has a positive significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty are significant. Practical implications – The results show that the higher level of internet banking service quality significantly impacts to e-customer satisfaction and consequently leads to e-customer loyalty and a lower intention to leave the relationship with bank. Originality/value – This study proposes a model to understand the effect of internet banking service quality on e-customer satisfaction and e-customer loyalty in developing country. The constructs truly reflect the dynamism of customers’ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
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N, Sathiyavany,, and Shivany, S. "E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model." International Journal of Social Sciences and Humanities Invention 5, no. 6 (June 28, 2018): 4808–19. http://dx.doi.org/10.18535/ijsshi/v5i6.08.
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Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.
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Malik, Muhammad Imran, and Rizwan Ahsan. "Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective." Asia Pacific Journal of Innovation and Entrepreneurship 13, no. 3 (December 2, 2019): 311–25. http://dx.doi.org/10.1108/apjie-01-2019-0001.
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Purpose Co-creation fosters customer’s involvement for innovation in products/services and is used as a tool to develop competitive edge for better entrepreneurship. Based on limited evidence, the study aims to examine the factors contributing to the co-creation and the relationship of co-creation with customer satisfaction. Design/methodology/approach A sample of 384 customers from selected banks in Pakistan was selected. The study adopted quantitative, explanatory and cross-sectional research design. Structural equation modeling is used for analysis. Findings The results revealed a positive and significant relationship between co-creation with customer satisfaction. Further results revealed that access to information, risk assessment and transparency have a positive relationship with co-creation for innovation. The study is significant for customers and management of banks to understand the implications of co-creation to increase customer satisfaction. Research limitations/implications Few banks with a small number of customers were selected for the study. Practical implications Managers must consider customer’s access to information, risk assessment and transparency of information as necessary factors for co-creation that foster innovation and entrepreneurial opportunities because co-creation strengthens customer satisfaction. Social implications Adopting the co-creation process brings long-lasting harmony between customers and banks, and customers may consider the banks as being socially responsible by inviting the opinions of their customers. Originality/value Model is re-tested in the context of Pakistani banks with selected variables affecting co-creation for innovation. Moreover, the relationship of co-creation with customer satisfaction is examined.
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Raza, Syed Ali, Syed Tehseen Jawaid, and Ayesha Hassan. "Internet banking and customer satisfaction in Pakistan." Qualitative Research in Financial Markets 7, no. 1 (February 2, 2015): 24–36. http://dx.doi.org/10.1108/qrfm-09-2013-0027.
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Purpose – This study aims to determine the effects of service quality dimensions on customer satisfaction in Pakistan by using the SERVQUAL model. Design/methodology/approach – A survey research questionnaire of 30 items has been adopted, and the data of 400 respondents were collected from the users of Internet banking of different banks located in Karachi city of Pakistan. Findings – The reliability analysis shows that all dimensions are reliable. Results of the factor analysis confirm the grouping of adopted questioner. At last, the regression analysis indicates a significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction. Conversely, empathy shows a positive but insignificant effect on the customer satisfaction. Practical implications – It is recommended that the management of online banks has to focus on making the design and content of the Web sites more visually appealing to grab the attention of existing customers, as well as to attract new customers. The management has to take effective measures to further enhance the security and safety of online bank accounts, so that customers can maintain long-term relationships with the usage of online banking. Online banks have to provide more reliable services to the customers at heart to make the customers more comfortable and confident. The management should develop more effective systems to quickly solve the issues of customers. Originality/value – This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the customer satisfaction in the banking industry of Pakistan by using a large sample and advance statistical techniques.
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Hamdani, Hamdani. "DAMPAK KUALITAS LAYANAN DAN NILAI NASABAH TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH." Ekspansi: Jurnal Ekonomi, Keuangan, Perbankan dan Akuntansi 11, no. 1 (May 31, 2019): 129. http://dx.doi.org/10.35313/ekspansi.v11i1.1329.
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Abstract: This research refers to studying service quality and customer value towards customer satisfaction in Islamic banking with a case study in PT Bank Syariah Mandiri Lhokseumawe Branch. The data used in this study are primary data through interviews using a questionnaire. The sample in this study was accidental sampling. The research method used is qualitative and quantitative methods, with multiple linear regression analysis. The results released by simultaneous shows, service quality and customer value have a positive and significant influence on customer satisfaction. While the results of the study indicate that, service quality has a positive and significant effect on customer satisfaction, the customer value also has a positive and significant influence on customer satisfaction. From the variable Quality of service and value of customers that are just the same as partial to customer satisfaction in Islamic banking. This research can be used as an evaluation and input for the management of a special sharia banking company, PT Bank Syariah Mandiri, Lhokseumawe Branch, to always improve service quality and value customers receive customers satisfied with services and benefits obtained or obtained by customers. Keywords: Service Quality, Customer Value, Customer Satisfaction
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., Wahyudi, and Endang Ruswanti. "The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty." International Journal of Research and Review 8, no. 4 (April 21, 2021): 293–307. http://dx.doi.org/10.52403/ijrr.20210436.
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One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effect of service quality, trust, and satisfaction on bank customer loyalty. The population in this study is 245 bank customers. This research is causality research using a quantitative approach. Data is collected by using a questionnaire. The analytical method used is the Structural Equation Model (SEM). The results showed that: First, good service quality will increase customer satisfaction. Second, good service quality will increase customer confidence. Third, good service quality will increase customer loyalty. Fourth, high customer satisfaction will increase customer loyalty. Five, high customer trust will increase customer loyalty. Sixth, customer satisfaction and trust is able to mediate the relationship between service quality and bank customer loyalty. Keywords: service quality, trust, satisfaction, loyalty, customers, banks.
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Nguyen, Vinh Quang, and Lan Thi Phuong Huynh. "The relationship between switching cost, satisfaction and loyalty of banking customers." Science and Technology Development Journal 16, no. 3 (September 30, 2013): 77–85. http://dx.doi.org/10.32508/stdj.v16i3.1630.
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This study explores the relationship between Switching Cost, Satisfaction and Loyalty of banking customer. SEM (Structural Equation Modeling) results analized on 241 banking customers in Ho Chi Minh City indicate that the satisfaction of the customer is the significant antecedent of both attitudianal and behavioral loyalty. Customer satisfaction explains 61% of changes in attitudinal loyalty and 41% changes in behavioral loyalty. Switching Cost is not important with attitudinal and behavioral loyalty of Vietnamese banking customers. Finally, implications for managers are discussed.
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Hamouda, Manel. "Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty." Journal of Enterprise Information Management 32, no. 4 (July 3, 2019): 608–25. http://dx.doi.org/10.1108/jeim-12-2018-0279.
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Purpose This research aims to enrich the literature related to the emerging topic of omni-channel. The purpose of this paper is to empirically investigate the relationship between omni-channel integration quality (IQ), omni-channel perceived value (PV), customer satisfaction and loyalty in the banking context. Design/methodology/approach A quantitative study was conducted to collect data. A web-based questionnaire was sent by an e-mail to a sample of 395 bank customers. Exploratory factor analysis and structural equation modelling were used for the statistical analysis of the data. Findings The results reveal that a high quality of omni-channel banking integration increases the PV of the omni-channel by the customer. There is also a positive relationship between PV and customer satisfaction, as well as customer loyalty, in the omni-channel banking context. A positive relationship between omni-channel IQ and customer satisfaction was also highlighted. Furthermore, customer loyalty can be increased through enhancing customer satisfaction within omni-channel banking. Practical implications Bank managers should provide a consistent omni-channel integration of their omni-channels, as it leads to a higher level of customers’ perception of value and it increases their satisfaction. A high IQ and PV of omni-channel could also be an efficient tool to promote customers’ long-term relationships, as it enhances satisfaction and loyalty towards the bank. Originality/value After being studied in a multi-channel context, this study extends the use of the concepts of IQ and PV on omni-channel. This research is among the few studies that empirically test nearly all the relationships of the research model in an omni-channel environment, in general, and in omni-channel banking, in particular. Furthermore, this research offers a comprehension of the omni-channel system from customer’s point of view, which is an insufficiently explored topic.
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Thi Phuong Nguyen, Linh, and Hieu Vo Chi Tran. "Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam." International Journal of Business and Management 15, no. 7 (June 23, 2020): 196. http://dx.doi.org/10.5539/ijbm.v15n7p196.
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Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.
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Thakur, Rakhi. "What keeps mobile banking customers loyal?" International Journal of Bank Marketing 32, no. 7 (September 30, 2014): 628–46. http://dx.doi.org/10.1108/ijbm-07-2013-0062.
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Purpose – Customer satisfaction and loyalty have been traditionally two main goals aimed at by managers. Focusing on the mobile banking (m-banking), the importance of these concepts is even greater due to the increasing focus of banks on mobile phones in order to reach out to a larger set of customers. The purpose of this paper is to characterize both these concepts in the m-banking context. Design/methodology/approach – The influence of satisfaction and trust and their antecedents in developing customer loyalty in the m-banking were measured. The proposed model was tested through PLS-SEM. Findings – This research showed that satisfaction from m-banking based on previous interactions had a positive effect on customer loyalty. In addition, mobile interface usability and service were found to have a positive effect on customer satisfaction. Practical implications – In order to develop customer loyalty in m-banking, banks should prioritize user friendly interface and provide services valued by m-banking customers. Originality/value – Although the increasing competitiveness in m-banking is motivating banks to offer the same to customers, there is lack of studies that analyze the formation of satisfaction, trust and loyalty concepts in this context. This study therefore represents an initial contribution to the field of m-banking, which is gradually acquiring popularity in recent years especially in developing countries.
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Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (July 8, 2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.
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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a significant, direct and negative relationship between the relative usage level of online banking services and bank loyalty. However, a positive relationship was found to exist between bank loyalty and customer satisfaction with online service quality. An indirect positive relationship was also found to exist between services’ convenience through satisfaction with online banking service quality. Practical implications – The findings advance the idea that computer technology mediation reduces human interaction, and so may detract from customer loyalty. Service policy makers should invest in relation-based attachments with their online customers, enhance satisfaction with online quality service and sustain customer loyalty. Originality/value – Examination of the effect of variables related to online bank services usage and bank loyalty. This study contributes more value by understanding the effect of customers’ usage level of online services.
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Famiyeh, Samuel, Disraeli Asante-Darko, and Amoako Kwarteng. "Service quality, customer satisfaction, and loyalty in the banking sector." International Journal of Quality & Reliability Management 35, no. 8 (September 3, 2018): 1546–67. http://dx.doi.org/10.1108/ijqrm-01-2017-0008.
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Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty. Findings The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty. Research limitations/implications Reliability, ambiance and social factors remain the three most important drivers of customer satisfaction in the banking sector in Ghana. It is, therefore, important for bankers to consistently undergo training and education in order to deliver more reliable services to customers. Managers should also make efforts to groom employees, provide attractive promotion materials, provide directions to the banks, make sure the banking halls are neat for customers while waiting and the provision of enough parking spaces for customers. One limitation of this work is that the data focused on only the Ghanaian banking environment. Practical implications The research shows the importance of the service quality constructs such as reliability, ambiance and the social factors on customer satisfaction and loyalty in the banking sector. The organizational culture seems to strengthen the positive relationship between empathy, reliability, tangibles and customer satisfaction. It is therefore important for banks to continue to build cultures that will commit employees to their work, so that they feel the sense of ownership of quality in order to contribute meaningfully. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment using the stimulus-organism-response model. In addition, this work further highlights the importance of the moderating role of organizational culture in the relationship between the service quality dimensions and customer satisfaction.
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Solanki, Urvashi. "Impact of Electronic Banking on Customer Satisfaction." International Journal of Trend in Scientific Research and Development Volume-2, Issue-5 (August 31, 2018): 978–82. http://dx.doi.org/10.31142/ijtsrd17012.
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AlHaliq, Hani A., and Ahmad A. AlMuhirat. "Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector." Asian Social Science 12, no. 5 (April 19, 2016): 139. http://dx.doi.org/10.5539/ass.v12n5p139.
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<p class="a">This research aims to examine the extent of customer satisfaction with electronic banking (e-banking) services in the Saudi banking sector and to address issues with quality of services by focusing on the following: (i) ease of use; (ii) information security and reliability and its role in influencing customer adoption of electronic services; (iii) the mechanisms of monitoring and control over these services. The research employed analytic and descriptive methodology, collecting primary data through a survey. It examined various aspects of electronic services provided by banks in Saudi Arabia to shed more light on these services and customer expectations, while also taking into account modern studies in this field as secondary data. The results show that Saudi banks have succeeded in attaining significant customer satisfaction by improving their electronic services, facilitating electronic transactions, improving processing performance and enhancing the specifications of electronic services. In addition, they have achieved effective communication with their customers as well as the speed of applications. However, there is an absence of awareness and guidance for customers about the e-banking system. The results of this research lead to some recommendations for improving the electronic services provided by banks in Saudi Arabia to enhance customer satisfaction.</p>
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Ahmed, Rizwan Raheem, Giedrius Romeika, Raimonda Kauliene, Justas Streimikis, and Rimantas Dapkus. "ES-QUAL model and customer satisfaction in online banking: evidence from multivariate analysis techniques." Oeconomia Copernicana 11, no. 1 (March 31, 2020): 59–93. http://dx.doi.org/10.24136/oc.2020.003.
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Research background: The commercial banks are adopting online services for their transactions to stay competitive and fulfill the customers' needs. There is a dire need to satisfy online customers in a competitive environment. Thus, this paper employed the ES-QUAL model and two mediating variables and outlined the recommendations to the management of the online banking industry to develop effective strategies.
Purpose of the article: The undertaken research aimed to examine the electronic banking service quality and customer satisfaction. For this purpose, we employed the ES-QUAL model and examined the direct impact of ES-QUAL dimensions and customer’s satisfaction. The secondary task of this paper is to investigate the mediation effect of customer's trust and the perceived value in an association between the ES-QUAL model and customer satisfaction. Finally, we examine and check whether customer satisfaction translates into the business performance of commercial banks or not.
Methods: To achieve the overall goal of this research, SEM-based multivariate approach has been used, including confirmatory factor analysis, exploratory factor analysis, and multiple approaches (normal theory, and bootstrapping) to examine the moderation between the exogenous and endogenous variables. For the validation of hypotheses and results, a financial analysis has been performed simultaneously with the primary analysis. The research is done for a sample of 910 respondents of the account holders of five top commercial banks of Pakistan.
Findings & Value added: The outcomes of the direct investigation revealed an affirmative, and potent impact of ES-QUAL dimensions on customer’s satisfaction. The outcomes of the indirect relationship exhibited that the perceived value and trust mediate ES-QUAL dimensions and customer satisfaction. The secondary data of selected five commercial banks and ratios analysis validated the results of the ES-QUAL model, and it is concluded that the results are linear with the outcomes of customers' satisfaction of primary analysis.
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Amin, Hindu J., Pauline E. Onyeukwu, and Hope I. Osuagwu. "E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks." INTERNATIONAL JOURNAL OF INNOVATION AND ECONOMIC DEVELOPMENT 4, no. 2 (2018): 51–57. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.42.2004.
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Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.
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Fernos, Jhon, and Gwen Gietricen. "Pengaruh Kualitas Layanan terhadap Kepuasan Nasabah Mobile Banking pada Bank Pembangunan Daerah Provinsi Sumatera Barat." JURNAL PUNDI 3, no. 2 (March 4, 2020): 137. http://dx.doi.org/10.31575/jp.v3i2.157.
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This study aims to analyze the effect of reliability, responsiveness, assurance (assurance), empathy (empathy) and direct evidence (tangibles) on satisfaction of mobile banking customers at the Regional Development Bank of West Sumatra Province. The research design is correlational. The population in this study were all Sharia banking customers in Surakarta City, a sample of 100 mobile banking customers at the Regional Development Bank of West Sumatra Province with a proportion of rendom sampling as a sampling technique. Data analysis in this study used multiple linear regression (multiple regression analysis). The results showed that there was no tangible variable effect (X1) on customer satisfaction of the Regional Development Bank of West Sumatra Province. No effect on reliability variable (X2) on customer satisfaction of the Regional Development Bank of West Sumatra Province. There is no effect on the responsiveness variable (X3) on customer satisfaction. There is the effect of assurance variable (X4) on customer satisfaction. There is the influence of the empathy variable (X5) on customer satisfaction.
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Yudi, Wahyudi, Nurmiati Nurmiati, Miftha Farild, and Fauziah Bakhtiar. "Fungsi Mediasi Kepercayaan pada Pengaruh Kepuasan terhadap Loyalitas Pelanggan." Jurnal Manajemen dan Kewirausahaan 9, no. 1 (June 29, 2021): 102. http://dx.doi.org/10.26905/jmdk.v9i1.5751.
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The purpose of this study is to verify the mediating role of trust on the linkage of customer satisfaction toward customer loyalty. The data for this study were collected through a survey of 216 bank customers in Makassar, and the responses were analyzed to assess the linkage of customer satisfaction toward customer loyalty with trust as mediating variable. The research findings indicate that in the banking industry, customer satisfaction and trust positively effect on customer loyalty. In addition, trust has not mediation effect between customer satisfaction and loyalty. This means that to increase customer loyalty, the banking industry must provide good service to customers, and pay strong attention to customer satisfaction and trust as well. Finally, this study makes an important contribution to the existing literature by conducting empirical research on the linkage among customer satisfaction, trust and customer loyalty.
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Chandrasekaran, M., and S. Prasath. "Trade Led Growth in China since 1978: An Empirical Investigation." Asian Review of Social Sciences 7, no. 3 (November 5, 2018): 12–19. http://dx.doi.org/10.51983/arss-2018.7.3.1479.
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This study can be analyse the customers’ satisfaction towards the banking services rendered by the SBI in Tiruchirappalli District. The researcher conducted a literature search on banking services of SBI interviewing of its 50 customers and thoroughly scrutinized how it caters to the banking needs of the inhabitants of Tiruchirappalli district. The study also focused on various factors that determine the customers’ satisfaction like employees’ behaviour, banking services, banking performance, infra- structure facility, loan oriented services and other value added services. Analysis was made by using various tools like percentage Analysis, Chi- Square Test and charts. The result showed that there is a significant relationship between the variable of customer satisfaction and banking services of the SBI and the customers have a medium level of satisfaction. The SBI could consider the researcher’s suggestions in order to alleviate its reputation and customer satisfaction.
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Hamid, Adam Ahmed Musa, Nabil Mohamed Abdo Alabsy, and Mohanad Abbas Mukhtar. "The Impact of Electronic Banking Services on Customer Satisfaction in the Sudanese Banking Sector." International Business Research 11, no. 6 (May 18, 2018): 102. http://dx.doi.org/10.5539/ibr.v11n6p102.
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This research paper aims to study the impact of electronic banking services on customer satisfaction at Sudanese banks. Questionnaires were designed by the researchers. Data and information have been collected and analyzed from the internet users in the Sudanese banks clients. The study found that there are statistical significant differences of electronic services provided by the Sudanese banks on customer satisfaction. The study attempted to explain the various means of electronic banking services which might lead to the customer satisfaction.This paper showed that the banking services over the internet has a positive impact on customer satisfaction. This study recommended that the bank management should focus on spreading the knowledge of the electronic banking services to the customers. This study emphasized the importance of the electronic banking services and recommended that the bank management should spread the technological awareness among current and prospective customers, and develop suitable infrastructure for electronic banking services in the Sudanese banking sector.
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Pérez, Andrea, and Ignacio Rodríguez del Bosque. "The stakeholder management theory of CSR." International Journal of Bank Marketing 34, no. 5 (July 4, 2016): 731–51. http://dx.doi.org/10.1108/ijbm-04-2015-0052.
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Purpose – Based on the principles of the stakeholder management theory, the purpose of this paper is to explore customers’ multidimensional perceptions of both banking companies and the corporate social responsibility (CSR) orientations of these companies. The paper also explores how these multidimensional perceptions affect customer identification and satisfaction towards banking companies. Design/methodology/approach – A structural equation model is tested using information collected from 1,124 banking service customers. Findings – The findings demonstrate that customers’ perceptions of customer-related CSR and broad legal and ethical issues have significant positive impact on both customer identification and satisfaction with banking companies. Perceptions of shareholder-related CSR also significantly boost customer satisfaction. In contrast, perceptions of employee- and community-related CSR do not have a profound effect on customer identification or satisfaction. These findings also confirm the importance of customer identification with the company as a key mediator in their satisfaction responses to the multidimensional perceptions of the companies’ CSR orientations. Originality/value – The contribution of the paper is based on the exploration of a multidimensional approach, relying on the principles of the stakeholder management theory to study customer responses and perceptions of the CSR orientations of banking companies. Previous scholars have reported mixed findings while exploring customer responses to their perceptions of companies’ CSR orientations. However, they frequently considered customer CSR perceptions either as one-dimensional or a reflective second-order construct, thus ignoring the possibility of multidimensional CSR perceptions having multiple effects on customer responses such as identification and satisfaction.
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Subedi, Phul Prasad. "Customer Satisfaction in Retail Banking Services in Nepal." PYC Nepal Journal of Management 12, no. 1 (August 31, 2019): 45–58. http://dx.doi.org/10.3126/pycnjm.v12i1.30585.
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This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.
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Jannah, Anisa Miftahul, and Arry Widodo. "Pengaruh Persepsi Bank Syariah Di Indonesia Terhadap Customer Switching Intention Dengan Customer Satisfaction Sebagai Mediator." Journal of Secretary and Business Administration 2, no. 1 (February 26, 2018): 41. http://dx.doi.org/10.31104/jsab.v2i1.27.
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ABSTRACT
Indonesia's banking industry is still dominated by conventional banking. Sharia banking in Indonesia should use competitive marketing strategies and pay particular attention to the behavior of communities to compete in the national and global banking environment. This study aims to determine the effect of perception of sharia banks in Indonesia to customer switching intention with mediated by customer satisfaction. This research uses descriptive analysis method. Data collection techniques using questionnaires with Likert scale distributed to 100 customers of conventional banks. Hypothesis testing is done by using PLS (Partial Least Square). The results of this study indicate that the perception of sharia banks affect positively and significantly to customer satisfaction and influence directly or indirectly through customer satisfaction as a mediator of customer switching intention.
Keywords: perception, customer satisfaction, and customer switching intention.
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Andaleeb, Syed Saad, Mamunur Rashid, and Quazi Akhlaqur Rahman. "A model of customer-centric banking practices for corporate clients in Bangladesh." International Journal of Bank Marketing 34, no. 4 (June 6, 2016): 458–75. http://dx.doi.org/10.1108/ijbm-10-2014-0156.
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Purpose – Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer-centric banking practices that drive satisfaction of corporate customers in Bangladesh. Design/methodology/approach – Financial managers from a sample of 112 non-financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible factors. Findings – The findings of the study indicate that customer-centric banking is primarily influenced by intangible factors. Among six bank selection criteria analyzed in this study, corporate image, commitment, compassion and consistency are the four significant intangible factors that drive corporate customer satisfaction. The two tangible factors: cost-benefit and convenience were not significant determinants of satisfaction for corporate clients. Research limitations/implications – For lack of sample frames and relative unavailability of corporate respondents, a non-probability sampling technique was used. The study contributes to the existing literature on customer-centric marketing, relationship marketing and bank selection by suggesting that there is a shift in banking needs among corporate clients in developing countries such as Bangladesh. Practical implications – The study contributes to a richer understanding of the customer-centric banking framework, suggesting the service strategies that banks ought to adopt. The results are especially important for developing countries that are experiencing a change in theoretical understanding of customer satisfaction in financial services. Originality/value – Now banks and policy makers can better strategize on building loyal corporate customers for banks, thereby ensuring healthy corporate banking relationship. Banks can also prioritize on the important intangible elements to focus on to satisfy corporate customers. Among other factors, technology adoption, training of corporate customer managers, and emphasizing customer-centric banking policies may help provide better services and obtain higher levels of customer satisfaction.
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D, David Winster Praveenraj. "A Study on Customer Delight in Banking." Revista Gestão Inovação e Tecnologias 11, no. 2 (June 5, 2021): 1447–65. http://dx.doi.org/10.47059/revistageintec.v11i2.1770.
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The banking industry like other industries have its own competition, uncertainties, new technological advancement and changing market conditions. Customer Satisfaction is one of the key area’s banks have to focus if it wants to be attained long-term success. In this study we have examined the level of satisfaction of the customers towards the services rendered by public and private sector banks. The main aim of the study is to evaluate the determinants of Customer Satisfaction in Banking Sector. For this a descriptive research was carried out to analyse the data collected from 105 customers of both public and private sector banks. The inferences from the results depict the factors that are crucial for enhancing customer satisfaction. Based on the inference’s suggestions are given to help banks improve their service quality.
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GÜMÜŞ, Sefer, and Gökhan ÖNER. "INTERNET BANKING AND CUSTOMER SATISFACTION." INTERNATIONAL REFEREED JOURNAL OF RESEARCH ON ECONOMICS MANAGEMENT, no. 7 (March 30, 2016): 1. http://dx.doi.org/10.17373/uheyad.2016715174.
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Seiler,, Volker, and Markus Rudolf. "Customer Satisfaction in Private Banking." Credit and Capital Markets – Kredit und Kapital 47, no. 3 (September 2014): 485–520. http://dx.doi.org/10.3790/ccm.47.3.485.
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Howcroft, J. B. "Customer Satisfaction in Retail Banking." Service Industries Journal 11, no. 1 (January 1991): 11–17. http://dx.doi.org/10.1080/02642069100000002.
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OLUMOKO, Tajudeen Abayomi. "CUSTOMER RELATIONSHIP MARKETING AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY." LASU Journal of Employment Relations & Human Resource Management 1, no. 1 (December 1, 2018): 265–72. http://dx.doi.org/10.36108/ljerhrm/8102.01.0192.
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Marketing in the banking industry has witnessed a paradigm shift in orientations from transaction marketing to relationship marketing. Today, banks are working in extremely competitive and rapidly dynamic work environment which has necessitated the focus on responding to customers’ needs satisfactorily. This study examined the effect of customer relationship marketing on customer satisfaction of the Nigerian banking industry, with reference to First Bank of Nigeria. The study adopted a descriptive survey research design and a well organized structured 5 Point likert scale questionnaire was distributed among two hundred (200) selected customers of First Bank of Nigeria using accidental sampling technique. The result of the study using regression analysis show that customer relationship marketing has significant effect on customer satisfaction since 84.6% of variance recorded in customer satisfaction is traceable to the practice of customer relationship marketing (R2 = 0.846, p < 0.05).The study also discovered that trust, commitment and communication have positive effects on customer satisfaction. Based on these findings, the study therefore recommended that there is a need for banks to develop a good customer relationship with their customers by periodically training employees on building enduring customer relationship.
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Mary Liya, K. R. "A Study on Service Quality in Banks with Special Reference to SIB Customers of Thrissur Town, Kerala." Asian Review of Social Sciences 8, S1 (February 5, 2019): 80–83. http://dx.doi.org/10.51983/arss-2019.8.s1.1488.
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In the era of privatization, liberalization and globalization banks play a dynamic role in contributing to the economic development of the country the banking industry in India facing certain challenges that are challenge of quality service, customer satisfaction, customer retention, customer loyalty. Quality service plays a major role in achieving customer satisfaction and creating brand loyalty in banking sector. Service quality is also interrelated to other behavioral outcome of the customers. Study understands the various customer perceptions about service quality factors like assurance, empathy, responsiveness, reliability, and tangibility in banking industry and the satisfaction level towards the banks as service quality reflects the way the banks are performing the present study attempts to explore the perception and expectation of customers in respect to the services provided by banks.
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Hasan, Haneen, Hani H. Al-Dmour, and Rand H. Al-Dmour. "The Effect of eWOM on E-Loyalty." International Journal of Customer Relationship Marketing and Management 11, no. 3 (July 2020): 82–100. http://dx.doi.org/10.4018/ijcrmm.2020070105.
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This article examines how the electronic word of mouth (eWOM) influences customer e-loyalty in the context of online banking and the role of e-satisfaction as a mediator factor. For these purposes, research hypotheses based on the content analysis of the previous studies were developed and tested using 352 mobile customers banking services in Jordan. Using multiple regression analysis, the empirical results suggested that e-WOM has a positive and significant on e-loyalty. Also, e-satisfaction is partially mediating the relationship between e-WOM and e-loyalty. These findings represent a valuable contribution to the bank's eWOM, and customer e-loyalty and e-satisfaction literature through providing its management with a clear guidance concerning how to efficiently utilize their eWOM and customer e-satisfaction in order to enhance their customer's e-loyalty