Academic literature on the topic 'Banks and banking Banks and banking Customer services Consumer satisfaction'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Banks and banking Banks and banking Customer services Consumer satisfaction.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Journal articles on the topic "Banks and banking Banks and banking Customer services Consumer satisfaction"
1
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.
Full textAbstract:
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.
2
Hamzah, Zalfa Laili, Siew Peng Lee, and Sedigheh Moghavvemi. "Elucidating perceived overall service quality in retail banking." International Journal of Bank Marketing 35, no. 5 (July 3, 2017): 781–804. http://dx.doi.org/10.1108/ijbm-12-2015-0204.
Full textAbstract:
Purpose The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation. Design/methodology/approach A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data. Findings The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation. Research limitations/implications This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies. Practical implications This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation. Social implications The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service. Originality/value The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.
3
Le Van, Huy, and Tuyen Pham Dinh. "The Relationship among Website Quality, Consumer Satisfaction, and Loyalty in Vietnamese Banking Sector." Journal of Asian Business and Economic Studies 22, no. 03 (July 1, 2015): 81–101. http://dx.doi.org/10.24311/jabes/2015.22.3.03.
Full textAbstract:
Recently, together with the development of information technology, banks have found and put into use more and more channels to deal with their customers, and one of them is the provision of websites to satisfy customers’ need. That is the reason why customer satisfaction in e-banking services is an important challenge to all banks. This study aims to identify the effects of website quality on customer satisfaction, which in turn affects their loyalty toward the banks. For this purpose website quality dimensions, including information quality, navigation, response time, visual appeal, interactivity, security, and innovativeness, are tested by applying regression to the analyses. Additionally, all the data for this research, collected from banking customers through the questionnaires, allow such dimensions as information quality, interactivity, security, and innovativeness to be explored as having contributed significantly to customer satisfaction, which leads to their loyalty to the banks.
4
Sayani, Hameedah. "Customer satisfaction and loyalty in the United Arab Emirates banking industry." International Journal of Bank Marketing 33, no. 3 (May 18, 2015): 351–75. http://dx.doi.org/10.1108/ijbm-12-2013-0148.
Full textAbstract:
Purpose – The purpose of this paper is to identify the determinants of consumer loyalty in Islamic and conventional banks in the United Arab Emirates (UAE). The study has relevance and importance in a country with a dual banking system. Since the products and services offered by the banks are largely homogenous, customer loyalty is mostly associated with the quality of certain tangible and intangible dimensions of service. It is important for the banks to understand the factors that lead to higher satisfaction and subsequent loyalty among consumers in the context of the UAE. Design/methodology/approach – More than 300 respondents were surveyed to understand the factors that lead to continuing a relationship with Islamic and conventional banks. The data were analyzed using ANOVA and stepwise regression. Findings – The findings of the study indicate that Islamic banks’ customers are satisfied with the Shariah Advisory Board, convenience-related factors such as number of branches, and efficiency-related factors like handling issues on the phone. However, an inverse relationship is found between advice by the personnel and length of association with the bank. On the other hand, the importance of reputation and efficient handling of issues on the phone is highlighted with respect to conventional banks. Research limitations/implications – The study focusses only on consumers that bank either with Islamic or conventional banks and excludes those who deal with both Islamic and conventional banks simultaneously. Practical implications – The research has several managerial implications, as the findings of the study not only highlight the factors that banking consumers value the most in the UAE banking sector, but also provide insight into the factors which need immediate attention. These decisions have strategic and resource-related implications for banks. This knowledge will allow banks to align services with their long-term objectives and invest into resources and capabilities that will provide them competitive advantage. Originality/value – The study allows identification of factors that are valued the most by banking consumers in a culturally and religiously diverse country with a dual banking system.
5
Saleh, Md Abu, Ali Quazi, Byron Keating, and Sanjaya S. Gaur. "Quality and image of banking services: a comparative study of conventional and Islamic banks." International Journal of Bank Marketing 35, no. 6 (September 4, 2017): 878–902. http://dx.doi.org/10.1108/ijbm-08-2016-0111.
Full textAbstract:
Purpose Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty. Design/methodology/approach The study uses responses from a randomly drawn sample of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis. Findings Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers’ perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks. Research limitations/implications This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers’ perceived assessment of satisfaction and loyalty in a comparative research setting. Originality/value No prior studies have addressed the impact of the individual service quality dimensions on image factors in the context of conventional and Islamic banking in an emerging market, Bangladesh.
6
Kumar, T. S., and V. Vinothini. "A Study on Customer Satisfaction towards Banking Services of IndusInd Bank in Vadalur Town." Shanlax International Journal of Arts, Science and Humanities 8, no. 1 (July 2, 2020): 149–62. http://dx.doi.org/10.34293/sijash.v8i1.2466.
Full textAbstract:
This study has been conducted with the purpose of assessing the quality of service of Indusind Bank in Vadalur Town. Consumer marketing companies face intense competition, and banks are no exception. For service firms in general and banks in particular, it is indeed essential to focus on the requirements of the customers and to effectively meet them.Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is characterized as’ the number of customers, or percentage of total customers, whose recorded experience with a business, its products or services (ratings) exceeds stated satisfaction objectives. The study aims to know the satisfaction level among the customers of the Indusind Bank. Service quality scale was used with five dimensions, reliability, empathy, namely physical aspect, assurance, and responsibility. This study also focuses on the banks’ different attributes and their impact on customer satisfaction. This study is limited only to the town of Vadalur. This is a descriptive study; the data were gathered from primary sources for this research. Two sets of questionnaires were prepared; one set was for the customers of the banks with service parameters, while the other was for the managers of the banks with key determinants. The analysis of the data collected was done through the use of a statistical package for social science (SPSS).Percentage analysis, chi-square test, was the test used to analyze the data. The result so obtained from this analysis indicates that the banks indeed are providing good services to their customers wherein customers are also satisfied. There are a few more service parameters that the banks need to take care to hold on to their customers.
7
Kumar, T. S., and K. Kalairaja. "A Study on Customer Relationship Management Practices in Indian Banks With Special Reference to Chennai City." Shanlax International Journal of Management 9, no. 1 (July 1, 2021): 66–70. http://dx.doi.org/10.34293/management.v9i1.3913.
Full textAbstract:
The banking landscape has undergone a paradigm shift from welfare oriented banking to profit oriented banking over a period of three decades. The deregulation has completely transformed a very complexion of commercial banks in the early nineties. Prior to deregulation syndrome, the customers were given short shrift in the social sector banking era. The customers were made to run from pillar to post to get an ordinary personal loan. Only those who can afford to offer security were made eligible for big ticket loans. The borrowers had to wait endlessly for various types of consumer loans. The customers in the current era of liberalized environment are enjoying the privilege of choosing their banks in terms of various considerations. The main objectives of the study is to examine the current customer relation strategies adopted in Indian Banks, to identify the deficiencies in the existing customer satisfaction variables which lead to Bridge the customers and the bank, to study the difference in perception of the customers of the bank toward various services provided by bank and to analysis the satisfaction level of customer services provided by the bank. The survey reveals that assenters are satisfied in most of the aspects and they want to continue with their respective banks. So now if the banks use proper strategies to overcome the shortcomings faced by customers, the banks can easily build a strong relationship and that will allow the bank to earn profit in the competitive environment.
8
Barat, Somjit, and John E. Spillan. "An Exploratory Study of Customer Satisfaction in a Community Bank." International Journal of Customer Relationship Marketing and Management 3, no. 3 (July 2012): 15–32. http://dx.doi.org/10.4018/jcrmm.2012070102.
Full textAbstract:
In a competitive business environment, delivering high level of customer service is critical. Investigating this aspect further, this paper focuses on the physical and service attributes of consumer satisfaction in the banking business, and takes a fresh look at how community banks can compete with larger banks in niche service areas. The goal of the authors’ research is to find out whether the customers 1) were satisfied with every visit to the branch; 2) felt welcome when they came to the branch; 3.) considered the bank’s products substantial for their needs; 4) were satisfied with the image of the bank and 5) had any concerns about their bank deposits and about the bank’s (financial) position during difficult economic times. The findings indicate that customer responses are mixed on these issues, which make the banking industry strive to improve the service offerings. Interesting implications and ideas for further research also emanate from the current study.
9
Dauda, Samson Yusuf, and Jongsu Lee. "Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers." International Journal of Bank Marketing 34, no. 6 (September 5, 2016): 841–67. http://dx.doi.org/10.1108/ijbm-04-2015-0062.
Full textAbstract:
Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.
10
Hossain, Md Alamgir, Most Nirufer Yesmin, Nusrat Jahan, and Minho Kim. "Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership." Sustainability 13, no. 13 (July 1, 2021): 7404. http://dx.doi.org/10.3390/su13137404.
Full textAbstract:
Today, the banking sector plays a significant role due to the substantial increase in the number of banks and has become an intensely competitive field. The purpose of this paper is to strengthen knowledge of retail banking services by finding the interrelationships between service justice, service quality, social influence, and corporate image concerning service satisfaction and loyalty. In addition, we sought to determine the moderating effect of bank ownership (i.e., state-owned and private sector banks) on the above relationships. Data were collected at random through online surveys that were analyzed using structural equation modeling. Empirical findings revealed that service justice and quality have a significant effect on service satisfaction and customer loyalty. Social influence has a significant effect on customer loyalty, but not on service satisfaction; however, corporate image is positively related to service satisfaction, but not to customer loyalty. Understandably, service satisfaction was assumed to have a fundamental relationship to consumer loyalty. However, moderation results indicated that state or private sector ownership of banks was an equally important moderating factor for almost all dimensions relevant to customer loyalty, other than service justice, social influence, and service satisfaction. The study presents theoretical contributions and considers the managerial implications for banking services that are potentially applicable to other financial institutions.
Dissertations / Theses on the topic "Banks and banking Banks and banking Customer services Consumer satisfaction"
1
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.
Full textAbstract:
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.
2
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/.
Full textAbstract:
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.
3
Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.
Full text
4
Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.
Full textAbstract:
In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to describe an accomplished research to determine whether Malaysian local bank customers’ perceptions of service quality and its dimensions relate to employees’ perceptions of service climate and its dimensions; and to ascertain whether various background elements’ reported differences influence the relationships between the dimensions of service quality and service climate. This study encapsulated two phases of survey with open-ended and close-ended questionnaires consecutively. The researcher employed the Profile Accumulation Technique in the first phase and from the respondents’ results, close-ended questionnaires were constructed with responses from four local banks in Malaysia, corroborated together with previous scholars’ findings. Several analyses were carried out such as demographic, reliability, validity, performance, non-parametric and parametric tests and elaboration analysis. The main findings produced nine dimensions of service quality (Automated Teller Machine; corporate image; customer interaction and customer service; online and phone banking; physical feature and facilities; products and services; rates and charges; management and staff) and eleven dimensions of service climate (benefit, bonus, reward and salary; corporate image; customer service; facilities; organization; department and branch; management; organization output; products and services; workforce; myself). There were significant relationships between service quality and service climate dimensions. Respondents’ characteristics influenced the strength of the relationships between dimensions, service quality and service climate. Consequently, the results offered significant implications for participating banks to improve quality in their environment concerning their employees and customers; using customer-oriented processes and training programs within an increasingly diverse marketplace. Economic development, the political situation, socio-cultural system and the level of sector maturity do need to be considered by managers and policy makers so as to investigate their influence on service quality and service climate.
5
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.
Full textAbstract:
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.
6
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.
Full textAbstract:
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.
7
Lok, Lai-mai, and 駱麗梅. "An exploratory investigation of the determinants of satisfactory service quality in corporate bank operation." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1995. http://hub.hku.hk/bib/B31266733.
Full text
8
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.
Full textAbstract:
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.
9
Richter, Leonie. "The relationship between customer satisfaction and revenue: an empirical study within the corporate banking division of a South African bank." Thesis, Rhodes University, 2013. http://hdl.handle.net/10962/d1006169.
Full textAbstract:
This is a quantitative study which explores whether there is a positive relationship between customer satisfaction as perceived by corporate customers and revenue generated from such customers of the corporate division of a single South African bank. This research report has three sections, namely the (1) academic paper which comprises a condensed literature review, research methods, results and discussion, (2) an expanded literature review, and (3) an expanded research methodology. Although these three sections are interrelated, they may be considered stand-alone documents. A review of literature contends that customer satisfaction has been a topic of interest for over four decades when, in 1965, the concept was first introduced to literature by Cardozo. Even in these early stages it was hypothesized that higher customer satisfaction would lead to repeat purchasing and cross selling. Thus, for some time, researchers have proposed that a link exists between customer satisfaction and a company’s bottom line, ultimately alluding to the notion of positive associations between customer satisfaction, revenue and profitability. The corporate banking division of a South African bank has dedicated significant time and economic resources to monitoring and improving the satisfaction of their corporate customers each year. With a focus on this single corporate banking division, this quantitative study used secondary customer satisfaction data to establish whether a positive relationship between customer satisfaction with a bank representative or more formally termed, the ‘transactional banker’ (TB) and revenue at an account level exists. The study used a one-dimensional customer satisfaction construct summated from several variables or a one-dimensional multi item scale. This quantitative study made use of secondary data obtained through customer satisfaction surveys conducted with the division’s clients in three waves during September 2010, March 2011 and September 2011. At the time of data collection, telephone interviews were conducted with individuals in corporations who were customers of the corporate division within the bank. These individuals in their respective corporations were identified and surveyed because they (a) managed the primary relationship of the corporation with the banking division and (b) were senior financial decision makers of their organization’s (i.e. had the ability to influence a decision to change banks). Sample sizes of 273 (September 2010), 259 (March 2011) and 310 (September 2011) individual corporate customers were achieved through a method of stratified sampling. In this study, customers were stratified according to the TB who is responsible for their account. Within each stratum a random sample of 10 – 15 participants were included for each of the 30 TB’s. Monthly revenue data, recorded as a) credit revenue, b) overdraft revenue and c) total revenue was sourced from internal company records for each month from September 2010 to January 2012. Pearson’s correlation coefficient was used to assess whether a positive correlation between the two variables of customer satisfaction and revenue exists. This was followed by Ordinary Least Square Regression to investigate the magnitude and nature of the relationship between customer satisfaction and revenue using customer satisfaction as the independent variable and revenue as the response variable. Cronbach’s alpha was also used for internal scale validity. The results of the research indicated no statistically significant relationship between a customer’s satisfaction with the performance of their TB and either the credit, overdraft or total revenue generated from such a customer through their account. By highlighting this, these findings, nevertheless, contribute to the growing body of knowledge examining the impact of customer satisfaction efforts on revenue. On the basis of the findings of this study, it cannot be practically recommended that customer satisfaction efforts be terminated or changed within the organization of study owing to several study limitations which were present. Firstly, the study was hampered by small sample sizes due to a lack of the availability of revenue data in some instances, particularly in the case of overdraft revenue. Secondly, the study only focused on a single bank account held with the bank and increases and decreases in revenue based on the balances held within that single account. Since one of the purported consequences of improved customer satisfaction is the purchase of additional products, the current design of the study does not take into account the take up of additional accounts or banking products with the bank. Thus, an increase in revenue for the bank as a whole due to the purchase of additional accounts may be masked. Similarly, the scope of the study does not extend to examining the effect of recommendations made by these corporate customers to others and hence growth of divisional or bank revenue due to the addition of new customers. Finally, this quantitative study does not examine revenue growth when compared to customer satisfaction improvements over time due to a limited sample of customers taking part in the study over a number of periods as well as incomplete revenue data. The recommendations for future research are to examine the relationship between changes in customer satisfaction and changes in revenue at divisional level in the long run within the South African banking industry as the impact of an increase in customer satisfaction may be obscured by salient factors in the short run. It is also suggested that future research look at the correlation between dissatisfaction and revenue, where adequate sample sizes are available. Theoretically, the results of this research do bring into serious question the universal application, especially in the context of the South African banking industry of the Service Profit Chain and Satisfaction Profit Chain which propagate the existence of a positive relationship between customer satisfaction and revenue.
10
Nilsson, Thomas, and Rasmus Schwerin. "Greening the Banks - Are the Customers Onboard : A study into the effects of green banking products on Swedish retail banking customers." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264107.
Full textAbstract:
Increasing climate awareness, the Paris Agreement urging institutions to enable the economic transition toward sustainability and the looming possibility of environmental regulations are challenges facing the banking sector today. This study however chooses to see opportunities in a changing retail banking environment, investigating what green banking products customers want their bank to provide and how the introduction of green banking product might impact customer loyalty. The research was conducted through a mixed-method approach consisting of both quantitative and qualitative elements during the time-period of January to June 2019. 504 individuals engaged in the survey conducted and their answers were both analysed through the development of a customer loyalty framework and with theoretical support from the literature gathered. The results indicated a positive attitude towards green banking products while also not showing a clear preference or desirability for a specific product. Additionally, this study found a positive relationship between the introduction of green banking products and increased customer loyalty. The study concluded that green banking products suggestively have an advantageous position in the evolving financial sector, more specifically in a number of years.Ökande klimatmedvetenhet, Parisavtalet som uppmuntrar institutioner att möjliggöra en ekonomisk övergång till hållbarhet och hägrande möjligheter till tuffare miljöregler, är utmaningar som banksektorn står inför idag. Denna studie väljer emellertid att se möjligheter i en förändrad bankmiljö, genom att undersöka vilka gröna bankprodukter kunderna vill att deras bank ska tillhandahålla och hur införandet av gröna bank-produkter kan påverka kundlojalitet. Undersökningen genomfördes genom en mixed-method approach som bestod av både kvantitativa och kvalitativa element under perioden januarijuni 2019. 504 personer deltog i undersökningen som genomfördes och deras svar analyserades både genom utvecklingen av ett ramverk för kundlojalitet och med teoretiskt stöd från den samlade litteraturen. Resultaten indikerar en positiv inställning till gröna bankprodukter, men visar inte heller en tydlig preferens eller önskemål om en viss produkt. Dessutom fann denna studie ett positivt förhållande mellan introduktionen av gröna bankprodukter och ökad kundlojalitet. Undersökningen drog slutsatsen att gröna bankprodukter sannolikt har en fördelaktig position inom den utvecklande finanssektorn, mer specifikt inom ett antal år.
Books on the topic "Banks and banking Banks and banking Customer services Consumer satisfaction"
1
Kim, Ŭi-sik. Kogaek manjok sidae ŭi ŭnhaeng sŏboe ŭi chŏllyak kwa silchʻŏn. Sŏul: Kukche Kŭmnyung Yŏnʼguwŏn, 1993.
Find full text
2
McLoughlin, Damien P. J. The development of brand loyalty among financial services customers. Dublin: University College Dublin, 1993.
Find full text
3
ESOMAR/EFMA, Seminar (1996 Barcelona Spain). Consumer trends in banking and insurance: Barcelona (Spain) 5th-7th May 1996. Amsterdam: ESOMAR, 1996.
Find full text
4
Stäger, Christina. Multi Channel Management: Mehrdimensionale Optimierung der Kundenbeziehung zur nachhaltigen Steigerung der Profitabilität im Retail Banking. Bern: P. Haupt, 1999.
Find full text
5
United States. Congress. House. Committee on Financial Services. Subcommittee on Financial Institutions and Consumer Credit. H.R. 5341, the Seasoned Customer CTR Exemption Act of 2006: Hearing before the Subcommittee on Financial Institutions and Consumer Credit of the Committee on Financial Services, U.S. House of Representatives, One Hundred Ninth Congress, second session, May 18, 2006. Washington: U.S. G.P.O., 2006.
Find full text
6
Women, National Action Committee on the Status of. Response to the Task Force on the Future of the Canadian Financial Services Sector: A right or a privilege under globalization? [Toronto]: [s.n.], 1998.
Find full text
8
Stephen, Brobeck, Gillis Jack, and Consumer Federation of America, eds. The bank book: How to get the most for your banking dollars : the Consumer Federation of America's guide to the new financial marketplace. San Diego: Harcourt Brace Jovanovich, 1986.
Find full text
9
United States. Congress. Senate. Committee on Banking, Housing, and Urban Affairs. Subcommittee on Consumer and Regulatory Affairs. Government check cashing, "Lifeline" checking, and the Community Reinvestment Act: Hearings before the Subcommittee on Consumer and Regulatory Affairs of the Committee on Banking, Housing, and Urban Affairs, United States Senate, One Hundred First Congress, first session, on S. 906 ... S. 907 ... S. 909 ... June 6 and 7, 1989. Washington: U.S. G.P.O., 1990.
Find full text
10
United States. Congress. House. Committee on Banking, Finance, and Urban Affairs. Subcommittee on Consumer Affairs and Coinage. Consumer access to basic financial services: Hearing before the Subcommittee on Consumer Affairs and Coinage of the Committee on Banking, Finance, and Urban Affairs, House of Representatives, One Hundred First Congress, first session, October 17, 1989. Washington: U.S. G.P.O., 1990.
Find full textBook chapters on the topic "Banks and banking Banks and banking Customer services Consumer satisfaction"
1
Barat, Somjit, and John E. Spillan. "An Exploratory Study of Customer Satisfaction in a Community Bank." In Trends in E-Business, E-Services, and E-Commerce, 111–27. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4510-3.ch006.
Full textAbstract:
In a competitive business environment, delivering high level of customer service is critical. Investigating this aspect further, the current chapter focuses on the physical and service attributes of consumer satisfaction in the banking business, and takes a fresh look at how community banks can compete with larger banks in niche service areas. The goal of the research is to find out whether the customers: 1) were satisfied with every visit to the branch; 2) felt welcome when they came to the branch; 3) considered the bank’s products substantial for their needs; 4) were satisfied with the image of the bank; and 5) had any concerns about their bank deposits and about the bank’s (financial) position during difficult economic times. The findings indicate that customer responses are mixed on these issues. Interesting implications and ideas for further research also emanate from the current study.
2
Formisano, Vincenzo, Ylenia Cavacece, Maria Fedele, Andrea Moretta Tartaglione, and Alex Douglas. "Service Innovation for Customer Engagement in the Italian Banking Sector." In Advances in Marketing, Customer Relationship Management, and E-Services, 62–87. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7856-7.ch004.
Full textAbstract:
The financial crisis of 2008 produced various effects on banks compelled to rethink their business models, especially for better customer relationship management following the general climate of distrust among consumers towards financial institutions. In this context, understanding how to both satisfy and engage customers has become very important. The aim of this chapter is to investigate the role of service innovation in customer engagement in the banking sector. This chapter analyzes the effects of innovative services on customer satisfaction through the study of an Italian people's bank and the application of the Kano model. The results allow identifying those services that should be improved, as they are able to increase customer satisfaction and stimulate customer engagement. For practitioners, this chapter provides evidences on how new technologies allow banks to offer high quality and personalized services through which it is possible to improve the experience of customers and their relationship with the bank.
3
Youssef, Jamile Anwar. "Investigating Consumer Finance in Lebanon." In Impact of Globalization and Advanced Technologies on Online Business Models, 32–54. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7603-8.ch003.
Full textAbstract:
The chapter aims to determine three research objectives: (1) ATM service quality in Lebanon measurement based on five dimensions, using the SERVQUAL model; (2) analyze and investigate customer satisfaction and loyalty of the ATM usage, during two different periods, before and after the following situations that Lebanon encountered: foreign currency shortage, commercial banks' informal capital control, and bankruptcy; and 3) assess the intention of the Lebanese to adopt Libra virtual currency. To achieve the objectives of the study, a questionnaire was distributed among bank clients in Lebanese. The results and analysis of the study have been done by comparing the means of SERVQUAL dimensions. The findings indicate that the Lebanese perspective of the banking system changed during the two different periods; however, their intention level to adopt a virtual currency is low.
4
Sharma, Yuvraj. "How Customer Analytics and Digital Technologies Drive Banks to Understand Consumer Awareness Towards Financial Inclusion." In Marketing Techniques for Financial Inclusion and Development, 66–85. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-4035-9.ch005.
Full textAbstract:
In today's switching economy, customers' needs are changing and they are demanding more transparency, higher involvement, and clear communication in day-to-day banking processes. The rationale behind carrying out the present research is to identify the role of customer analytics in the new digital customer journey in terms of enhancing their engagement, loyalty, and satisfaction. The present research emphasizes opportunities that would accrue to financial institutions after demonetization and collecting large amount of demographics, customer transaction, and account-related data. Primary data was collected from 300 customers through a structured questionnaire to know their perceptions about the role of customer analytics and digital technologies to build their confidence and capability to use financial services. This study brings out the customer analytics trends and identifies the reasons due to which banks are struggling to keep pace with the increasing demand of both digital savvy and traditional consumers.
5
Porto Bellini, Carlo Gabriel, and Rita de Cássia de Faria Pereira. "Service Quality in Banks." In Advances in Banking Technology and Management, 16–32. IGI Global, 2008. http://dx.doi.org/10.4018/978-1-59904-675-4.ch002.
Full textAbstract:
Quality in servicing customers is an important marketing construct for banks, but idiosyncrasies in the definition of service quality and customer satisfaction, as well as in adapting current instruments to measure them in the international banking industry, constitute major constraints to research and practice. This chapter conceptualizes the quality of banking services based on the perception of 11,936 customers of a major Brazilian bank. Five drivers of banking service quality are developed and argued to be a proxy for customer satisfaction: (1) business and financial transactions, (2) customer relationship, (3) information technology, (4) branch, and (5) image. The resultant framework is expected to serve bank executives when making strategic decisions on how to address the clientele.
6
Allaya, Aida, and Bouthaina Allal. "Quality and Online Banking Case Study." In Advances in Finance, Accounting, and Economics, 217–33. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7110-1.ch010.
Full textAbstract:
The aim of this chapter is to study the online banking quality and its impact on the satisfaction and loyalty of the consumers. To reveal the quality's importance, the authors studied the Attijari Bank online services, namely Webank. The results of this chapter demonstrate that this bank respects all the quality norms and criteria: reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, continuous enrollment, content, accuracy, ease of use, timeliness, aesthetics, security, and diverse features that led to its success.
7
Jain, Arushi, and Vishal Bhatnagar. "Analysis of Grievances in the Banking Sector through Big Data." In Web Services, 2144–60. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7501-6.ch111.
Full textAbstract:
Banking sector is one of the sectors which face the problem because of the huge amounts of data coming in at a rapid pace. In this paper the authors analyzed grievances in the banking sector through big data. The customers may have a wide variety of complaints and suggestions regarding the working style and other procedural methods which are followed by the banks for effective customer dealing and satisfaction. Quick rectification of complaints and working on customer suggestions can help banks gain a good name in the market, win customers' loyalties and attract new customers. To accomplish this gargantuan task, banks must maintain a complaints database which stores the information on customer complaints across the above mentioned categories along with the response to the complaints by the relevant employees which is collected over a period of time can reveal crucial and critical information for effective CRM in the organizations. In this paper, authors had analyzed the grievances to uncover the valuable suggestions of the customer to provide them a higher level of satisfaction
8
Wang, Yen-Yao, Mohana Shanmugam, Nick Hajli, and Hatem Bugshan. "Customer Attitudes towards Internet Banking and Social Media on Internet Banking in the UK." In Advances in Marketing, Customer Relationship Management, and E-Services, 287–302. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8353-2.ch017.
Full textAbstract:
Internet banking, a cost saving and productive service delivery channel, has become a new focus of banks along with developments in information and communication technology (ICT). The advancements of ICT may help improve customer satisfaction and influence customer attitudes towards Internet banking, especially on the issue of security. This chapter investigates the attitudes of customers in the UK towards Internet banking by conducting 25 in-depth interviews with various documents to supplement our analysis. Results indicate that security is the most important factor affecting Internet banking adoption in the UK. Furthermore, motivated by the growing importance of social media, this chapter also discusses the role of social media on Internet banking and provides some suggestions on how banks can leverage social media to enhance the adoption rate of Internet banking. The detailed results along with discussions, implications, and limitation are discussed at the end of this chapter.
9
Panwar, Upendra Singh. "Measuring Service Quality Dimensions in Nationalized and Private Banks." In Web-Based Services, 1774–85. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch078.
Full textAbstract:
Quality generally refers to something done by human beings at a very high level of excellence, oftentimes in the sense of works of perfection as being distinctive from inferior to mediocre performance. This chapter is an analytical study based mainly on the primary data collected through a scientifically developed scale. The scale was personally administered on a sample size of 202, chosen on a convenient basis from two banks, a nationalized bank and private bank. The scale of Parasuraman, Zeithml, and Berry (1986, 1988) was used here. In order to achieve higher levels of quality service in banking, banks should deliver higher levels of service quality, and in the present context, customers' perceptions are highest in the level of infrastructure facilities of the bank. Owing to the increasing competition in retail banking, customer service is an important part and bank managers should rethink how to improve customer satisfaction.
10
Dinçer, Hasan, and Ayşe Mengir. "Innovative Call Center Applications Focused on Financial Marketing in the Turkish Banking Sector." In Advances in Marketing, Customer Relationship Management, and E-Services, 145–71. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-2559-3.ch007.
Full textAbstract:
As a result of globalization, call centers of banks that develop rapidly by the virtue of the technology become an important unit which brings first contact with customers. Nowadays, call centers not only give support to customers and other callers but also use the communication tools. This chapter examines innovator call center applications in banking. The main aim of call centers is to provide services with minimum cost, maximum speed, and excellent customer satisfaction. To achieve this purpose, it is necessary to incorporate the advantages of technological improvements. According to the research results, beside the excessive usage of call centers by customers, the banks direct their customers to call centers or alternative distribution canals to decrease the workload of the branches. Moreover, it is mentioned in this research that some precautions are taken for both internal and external customer satisfaction. Under today's economic conditions, customers do not prefer banks which are not using innovator technologies.
Conference papers on the topic "Banks and banking Banks and banking Customer services Consumer satisfaction"
1
Kaytancı, Bengül Gülümser, Etem Hakan Ergeç, and Metin Toprak. "Satisfactions of Islamic Banks’ Costumers: The Case of Turkey." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00642.
Full textAbstract:
Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which uses the data compiled through the surveys held in Eskişehir with the participation of 500 Islamic bank customers reveals findings that suggest that most of the customers are satisfied with the products and services by the participation banks and that they have high level of awareness on the Islamic banking products.
2
Ekşi, İbrahim Halil, and Yavuz Akçi. "An Analysis of Differences in Firms’ Perception of Banks based on Sectors and Number of Monthly Transactions." In International Conference on Eurasian Economies. Eurasian Economists Association, 2011. http://dx.doi.org/10.36880/c02.00284.
Full textAbstract:
In this study, it was aimed to put forward the perception differences of banks, one of the most important tool of the capital market which is a political tool to develop financial improvement on owners and managers of firms. The data was collected by means of face to face meetings with the managers of 520 companies from manufacturing, trading and service sectors, randomly selected from Adana, Mersin and Gaziantep provinces. The relationship between the perception of banking services and the number of monthly transactions and provinces with the banks with which their firms have business activities was studied by analyzing the collected data and doing the frequency, percentage and ANOVA tests. According to the results of the analysis, even though there was no difference in terms of sectors, there was seen an important difference in terms of the number of monthly transactions and provinces. The satisfaction of different products and services for the firms having relatively fewer number of monthly transactions is also crucial today, when the customer satisfaction is of great importance.