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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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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Vyas, Vishal, and Sonika Raitani. "Drivers of customers’ switching behaviour in Indian banking industry." International Journal of Bank Marketing 32, no. 4 (May 27, 2014): 321–42. http://dx.doi.org/10.1108/ijbm-04-2013-0033.
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Purpose – The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design. Design/methodology/approach – The impacts of the influencing factors have been studied and tested empirically using exploratory factor analysis. Quantitative data have been collected by means of questionnaire employed from Clemes et al. and administered to 296 banking customers of Rajasthan utilizing convenience sampling. Findings – Results reported that price, reputation, responses to service failure, customer satisfaction, service quality, service products, competition, customer commitment and involuntary switching have their significant effect on customers’ switching behaviour. Research limitations/implications – The findings of present study can be used by the Indian banks for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers. Originality/value – The originality lies in the fact that this study is one of few which have focused on the drivers leading to the switching intentions of Indian banking customers.
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Wandi, Yulfis, Veithzal Rivai Zainal, Willy Arafah, Iwan Kurniawan Subagja, and Ram Al Jaffri Saad. "The The Effect of Service Quality and Product Quality on Customer Satisfaction of Islamic Banks with Customer Awareness as an Intervening Variable in Islamic Banks West Sumatera, Indonesia." Humanities & Social Sciences Reviews 8, no. 1 (February 19, 2020): 682–90. http://dx.doi.org/10.18510/hssr.2020.8182.
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Purpose of the study: This study is to examine the effect of service quality and product quality of Islamic banks on customer satisfaction through customer awareness as a variable intervening in Islamic Banking in West Sumatera.
Methodology: In this study, a model with five parameters with 20 questions was used, so the minimum number of respondents for this study sample was 100 respondents. The data used study are primary data collected using survey methods through the distribution of questionnaires directly to respondents. Data analysis used with path analysis.
Main Findings: The results showed that the indirect effects of service quality and quality of Islamic bank products on customer satisfaction through awareness had a positive and significant relationship. They also revealed that consumers are aware of Islamic banking products and services. The reason they chose Islamic banks was because of profitability and religious principles. As a result of this finding, it can help the Islamic banking industry in its efforts to formulate promotional policies that are suitable for attracting more banking customers.
Research limitations/implications: The results of this study are expected to encourage and motivate the management of Islamic banks in West Sumatra to further improve product quality and service quality to the wider community so that it will further increase public awareness and understanding of Islamic banks.
Novelty/Originality of this study: Islamic banking management needs to know how to look after their customers, even though they appear to be satisfied, but the level of competition in the financial services industry is greater than before, so as a menu of banking services companies must increasingly improve their services in proportion to the needs of customers.
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Omoregie, Osaretin Kayode, John Agyekum Addae, Stanley Coffie, George Oppong Appiagyei Ampong, and Kwame Simpe Ofori. "Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry." International Journal of Bank Marketing 37, no. 3 (May 7, 2019): 798–820. http://dx.doi.org/10.1108/ijbm-04-2018-0099.
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PurposeThe increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers’ loyalty intentions.Design/methodology/approachIn order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3.FindingsResults from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 percent of the variation in loyalty.Research limitations/implicationsThe current study samples customers from only the top performing banks in Ghana. The use of cross-sectional data makes it impossible to study how customers’ perceptions change over time. Results from this study could, however, help managers of banks in designing strategies aimed at improving customer loyalty in order to consolidate their market share.Originality/valueThis paper adds to existing works that focus on loyalty in the retail banking sector, especially from the context of a developing economy. The study draws attention to the interrelationship among service quality, perceived value, satisfaction, image, trust and loyalty.
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Nefedova, K. A., and D. O. Maslakova. "An analysis of competition in the banking sector of the City of Vladimir." Regional Economics: Theory and Practice 18, no. 4 (April 15, 2020): 610–26. http://dx.doi.org/10.24891/re.18.4.610.
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Subject. This article deals with the issues related to the major competitive differentiators of banks, as well as the competitiveness assessment. Objectives. The article aims to develop indicators to assess the competitiveness of banking institutions, conduct a consumer assessment of the attractiveness of the bank, as well as identify leading institutions in the banking services market of the City of Vladimir. Methods. For the study, we used the methods of comparative analysis, and factorial and rating evaluation procedures. Results. The article presents certain methods for assessing the competitiveness in the banking sector. It identifies possible ways to improve the competitiveness of the banks assessed. Conclusions. Comprehensive assessment methods, including methods related to the study and analysis of competitiveness, should be used when forming new areas of development of banking institutions. This will help create an optimal portfolio of services provided and provide higher customer satisfaction. Implementing a timely assessment of the bank's competitiveness should be the basis for its further development and growth.
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Hanitha, Vivin. "The Effect of Excellent Services and Corporate Images to Customer Satisfaction on Financial Banking Sectors." eCo-Buss 2, no. 3 (April 15, 2020): 44–57. http://dx.doi.org/10.32877/eb.v2i3.138.
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The banking sector plays an important role in the world economy. In a very tight banking competition, banks must be able to understand what they want and what is needed by their customers. And then the bank must be able to create banking products that are suitable and can satisfy the needs of its customers. Customer satisfaction can form a positive perception and can further position the company's image in the minds of customers. Excellent service that is doing the best possible service to customers or consumers, causing satisfaction. The purpose of excellent service is to provide services so that they can meet and satisfy customers so that the company gets maximum profit.
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Isac, Florin-Lucian, Anca-Maria Milovan-Ciuta, and Andrei Dobre. "Behavioral consequences of customers’ satisfaction with banking products and services." Timisoara Journal of Economics and Business 8, no. 2 (December 1, 2015): 232–54. http://dx.doi.org/10.1515/tjeb-2015-0017.
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Abstract The premise that consumer satisfaction determines behavioral models that positively influence business results, is accepted both in the academic and business environment. This research addresses the consequences of satisfaction from the customer’s perspective, focusing on behaviors that customers of banks adopt as a result of satisfaction/dissatisfaction experienced from the performed transactions. Based on literature review, we have developed our own research model and tested the hypotheses formulated regarding the relationships formed between customer satisfaction and behavioral responses to customer satisfaction. For this purpose, we conducted a survey in which the investigated statistical population consists of customers who have completed at least one transaction with suppliers of banking products and services in the last six months. The sample gathered 511 persons using the snowball method, and respondents filled in questionnaires through online self-administration. We tested the research hypotheses using SPSS. Data analysis involved testing the reliability of the used measurement scales, score factors determination, testing the validity of constructs included in the research model, research hypotheses testing. In this article, in analyzing the relationship between customer satisfaction with banking products and services and its behavioral consequences, we take into consideration trust and supplier switching costs as moderator variables.
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Jumaa, Muhammad. "Commercial Banks' Digital Paradigm and Customers Responses in the UAE." International Journal of Data Analytics 1, no. 1 (January 2020): 68–79. http://dx.doi.org/10.4018/ijda.2020010105.
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One of the central factors influencing the banks in the UAE is the changing needs and perceptions of the customers towards digital banking services. With this significance, the researcher made an attempt to study commercial banks' digital paradigm and customer's responses. Based on this, the volume of business and the customer's top 11 banks were identified for the study. For collecting data from the respondents pretested scheduled questionnaire was used. In order to finalize the number of samples the researcher calculated standard deviation and found the sample size was 350. Collected data was analyzed by the researcher to know the impact of digital banking services and the customer responses. The researcher has done an inferential analysis followed by descriptive analysis. This analyst recognized factors, which were embraced amid the examination included; privacy, reliability, technology, convenience, security, and satisfaction. Among every one of the elements, innovation and accommodation reflected negative connection thinking about negative effect by and large consumer loyalty.
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Alemu, Aye Mengistu. "Factors Influencing Consumers’ Financial Transactions in Islamic Banks Compared with Conventional Banks: Empirical Evidence from Selected Middle-East Countries with a Dual Banking System." African and Asian Studies 11, no. 4 (2012): 444–65. http://dx.doi.org/10.1163/15692108-12341241.
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Abstract Despite various evidences that show Islamic banking has gained popularity even by non-Muslim consumers and businesses in many parts of the world, there is still a general misconception that consumer’s choice for Islamic banking is only influenced by religious obligations and thus it is just a Muslim-only affair. Yet, our knowledge of consumer motivations for choosing Islamic versus conventional banking services is modest and the research to date is limited and ambiguous on these key issues. Therefore, this study conducts a two-step empirical analyses and first identifies the factors influencing customer’s decision whether to choose Islamic or conventional banking using Linear Probability Model (LPM) and Tobit estimation method, and as a second step, it investigates the main attributing factors to consumers overall level of satisfaction with the services provided by Islamic banks compared to conventional banks using ordinal-logistic regression model. The study was based on a randomly selected 322 bank customers from Bahrain, Jordan, and UAE. The study confirms that although religious factors such as Shari’a compliance are important, other non-religious factors including better quality of services and information disclosure are also playing crucial roles for the growing consumers’ demand for Islamic banking. Nevertheless; factors such as better rate of return, accessibility to credit, and SMS banking are found to be the main significant determinants of consumers’ choice and satisfaction with the services provided by conventional banks. Overall, the recent experience especially after the financial crisis of 2008 demonstrates that Islamic banking system can be part of the solution since it is mainly based on stronger regulatory system.
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Yousuf, Muhammad Waqas, Farhan Ahmed, and Suman Talreja. "Assessing the Impact of Service Quality on Consumers Satisfaction: A Comparative Study of Commercial vs Islamic Banks in Pakistan." IQTISHADIA 11, no. 2 (September 26, 2018): 219. http://dx.doi.org/10.21043/iqtishadia.v11i2.3595.
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<p>This study aims to show the path that Islamic banking follows of Sharia’ h while on the other hand commercial banks obeys commercial regulations and rules for the purpose of banking. The main objective of the Islamic banking is to offer interest free services and products which obeys the path of Sharia’ h and Islamic banking system makes transaction on the foundation of profit and loss, while on the other hand commercial banks are business oriented banks. The sampling method used in this research was convenience sampling with a sample size of 200 which were the customers of the banks and the research design of the questionnaire used was exploratory The questionnaire was distributed in 4 banks 2 commercial and 2 Islamic banks respectively. Dependent variables are ‘customer expectation and perception’ while on the other hand independent variable that are used this research are ‘reliability, assurance, tangibles, empathy and responsiveness. The results which are derived from this research shows a negative or less impact of two service quality dimensions on both banks which are Assurance and Empathy. The highest perceived service dimension is “Reliability,” that refers to the reliability of their products and promise to provide the best service quality to their customers. While the lowest perceived service was observed towards “Empathy,” the other two dimension with highest value are tangibility and responsiveness which means that customers’ of both commercial and Islamic banks like tangible service and the quick responsiveness towards providing them the best service.</p>
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HASHIM, NURHAZIRAH, MOHAMMAD ZAIM MOHD SALLEH, NOR SARA NADIA MUHAMAD YUNUS, and INTAN SYAFINAZ MAT SHAFIE. "Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 3, no. 2 (December 31, 2017): 29. http://dx.doi.org/10.24191/abrij.v3i2.10094.
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The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements. Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.
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Bychkova, I. I. "Digitalization of banking activities in the E-COMMERCE market: new opportunities for the development of the credit and financial sector at the present stage." Scientific bulletin of the Southern Institute of Management, no. 2 (June 25, 2020): 42–50. http://dx.doi.org/10.31775/2305-3100-2020-2-42-50.
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The article analyzes the changed consumer preferences in the conditions of COVID-2019 coronavirus disease, and also defines the prospects and directions for further development of digital banking services in the e-commerce market. Proposals are formulated to increase the level of user satisfaction with digital banking services in the conditions of self-isolation in the e-commerce market. The social consequences in the banking sector should be reflected, accompanying the digital transformation, in the shifting points of consumer preference and banking services aimed at providing services. Ignoring these changes will inevitably lead to lost financial benefits for Russian banks in the e-commerce market, as well as the emergence of new non-banking players. The practical value lies in offering new niches for using digital banking services within the framework of changing customer preferences.
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Joseph, Mbawuni, and Nimako Gyasi Simon. "Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana." Accounting and Finance Research 7, no. 1 (December 10, 2017): 179. http://dx.doi.org/10.5430/afr.v7n1p179.
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This paper empirically assesses the effect of waiting time management strategies on consumer waiting time satisfaction (WTS) in bank institutions in an emerging economy, using Ghana banking industry as the research context. Drawing from relevant banking and financial marketing literature, a conceptual framework was developed and tested using empirical data from a cross-sectional survey of 480 sampled customers of commercial banks in Ghana. Data were analysed using partial least squares structural equation modelling (PLS-SEM). The findings indicate that, with the exception of apology for delays, the key factors that influence consumer WTS are perceived compensation, waiting environment, quality of delay information and customer mind-engagement strategies. The findings offer important theoretical and managerial implications to scholars and practitioners in the banking service context. This paper provides an initial study into waiting time management in financial services context in Sub-Saharan Africa.
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Asnawi, Nur, Badri Munir Sukoco, and Muhammad Asnan Fanani. "The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks." Journal of Islamic Marketing 11, no. 1 (July 17, 2019): 192–212. http://dx.doi.org/10.1108/jima-03-2017-0033.
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Purpose Loyalty among customers is the baseline for services to use to grow and sustain their competitive advantage, particularly in the banking industry. There are two primary objectives of this research. First, this study aims to empirically test the Muslim Consumer Service Quality (MCSQ). Second, this study aims to test the mediating effect of Muslim Consumer Satisfaction (MCS) on the relationship between MCSQ and Muslim Consumer Loyalty (MCL) in Indonesian Islamic banks. Design/methodology/approach The proposed hypotheses were tested by collecting data from 280 Indonesian Islamic customers. The collected data were tested using PLS-Graph 3.0. Findings The findings indicate that MCSQ (consisting of Islamic values, Sharia compliance, honesty, modesty, humaneness and trustworthiness) positively influenced MCS and MCL significantly. Further, the results indicate that MCS partially mediates the influence of MCSQ on MCL. Research limitations/implications The data were mainly gathered in Indonesia and the model needs to be tested in other contexts. Furthermore, the questionnaire was distributed among the customers of Islamic banks, and future studies could compare it with the customers of conventional banks or dual account (Islamic and conventional bank) customers. Moreover, further studies should compare between the expectations and reality of the delivered services to understand the service quality gap, which this study did not measure. Practical implications The findings indicate that by measuring the service quality in the Islamic context of Islamic banks, such as MCSQ, the managers can design their services to specifically target their Muslim customers. Furthermore, customer satisfaction must be the focus for the bank’s managers when developing MCSQ to close the gap between the expectations and reality of the delivered services. Originality/value This study empirically tests the developed MCSQ in the context of Indonesian Islamic banks, which is expected to enrich the literature of service marketing. Furthermore, a partial mediation effect of MCS was identified on the influence of MCSQ on MCL, which few studies have discussed previously.
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Iqbal, Tahir. "An Assessment of the Impact that Service Quality and Customer Satisfaction Possess on Customer Loyalty in Internet Banking." International Journal of Online Marketing 10, no. 1 (January 2020): 58–71. http://dx.doi.org/10.4018/ijom.2020010104.
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The purpose of this study was to explore the effect of service quality (SQ) and customer satisfaction (CS) on consumer loyalty (CL) in internet banking in the case of the KSA. The basis of this study was set upon the e-SERVQUAL model and its dimensions: include efficacy, consistency, privacy, fulfilment, and website design. The study was aimed to recognize the elements influencing service quality (SQ) along with the concept and significance of SQ in online banking in particular. The study was based on the quantitative research design and the participants for this study were the bank customers who are using internet services. The sample size of this study was kept to 150 participants. A close-ended 5 point Likert scale questionnaire was formulated in order to assess the phenomenon of the research. In addition, the SPSS software along with Smart PLS was utilized to examine the data collected from 150 customers of the banks. The SEM and correlation test were applied for assessing the association between SQ and CL along with CS and CL. The findings of this study indicated that there is a significant positive impact of service quality and customer satisfaction on the customer loyalty of internet banking users in KSA. Hence, the banking industry of KSA has been recommended to pay specific heed to all the dimensions of e-SQ and customer satisfaction.
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Kanyamuna, Vincent. "Lived Experiences of Multi-Banked Bank Account Holders with a focus on Banks at Manda Hill Mall Lusaka, Zambia." Advances in Social Sciences Research Journal 7, no. 6 (June 22, 2020): 208–23. http://dx.doi.org/10.14738/assrj.76.8386.
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Multi-banking among bank account holders is a trend that has been on the rise in the recent past. Even though most banks provide similar services, like money transfer, deposits, loans, safety vault keeping, insurance and other services, it is seen that consumers have preference to certain specific banks. The purpose of this study was to assess the lived experiences of multi-banked bank account holders at Manda Hill Mall Lusaka, Zambia. Data was generated from seven purposively sampled multi-banked account holders using; in-depth interviews, focus group discussions, informal discussions and observations. Factors that emerged contributing to multi-banking among account holders were fraternity, proximity, customer service, security and brand loyalty. The study concluded that most of the factors that influence multi-banking involve the attitude of the account holders, fraternity inclinations, security constraints and poor customer services. Thus, it is recommend that account holders and would be account holders should be accorded chance to be well informed and make independent decisions as to which bank to bank with. In addition, Banks need to improve their service provision and strengthen relationships with their customers. Further, there is need for the banks to keep moving with time and improving their brand to appealing international standards. Above all, there is need to enhance security to the satisfaction of the clients.
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Ul Haq, Inzamam, and Tahir Mumtaz Awan. "Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction." Vilakshan - XIMB Journal of Management 17, no. 1/2 (October 12, 2020): 39–55. http://dx.doi.org/10.1108/xjm-07-2020-0039.
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Purpose This study aims to empirically explore e-banking service quality and its impact on the e-banking loyalty through a mediating impact of e-banking satisfaction. The account holders of three domestic systemically important banks of Pakistan were surveyed during COVID-19 to examine the electronic services provided by these banks. Design/methodology/approach The data was collected through an adapted questionnaire by using emails and messaging applications. The database of a local marketing company in Pakistan was used, and 976 responses were included in the analysis. The structured equation modeling was used to test the propositions of study. Findings The findings delineate that reliability and website design proved to increase e-banking loyalty, particularly during COVID-19. The link between e-banking privacy and security and e-banking loyalty was proved as fully mediated by e-banking satisfaction; however, indirect effect of the reliability and website design with e-banking loyalty was partially mediated. Practical implications In strategic planning of e-banking mechanisms and the associated consumer behavior, the results of this study can be helpful for policymakers. In case of similar epidemics and natural calamities, consumers may depict similar behavior as shown during the lockdown and social distancing during COVID-19; hence, the study can help regulatory bodies in preparing their safety roadmap. Originality/value The mediating effect of e-banking satisfaction between privacy & Security and e-banking loyalty implies that customer give importance to secure e-banking platforms. There can be a variation in their loyalty because of privacy concerns. The application of cognitive–motivational–relational (CMR) theory in a relationship between e-banking service quality and e-banking loyalty with a mediating role of satisfaction is an emotional response to capture the behavioral changes during COVID-19. It enables researchers to understand the CMR theory concerning COVID-19 and e-banking perspective.
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Ashoka, M. L., T. S. Rakesh, and S. Madhushree. "Consumer Perception and Satisfaction Towards Internet Banking and Mobile Banking with Reference to Nationalized Banks in Rural India." International Journal of Asian Business and Information Management 8, no. 4 (October 2017): 29–40. http://dx.doi.org/10.4018/ijabim.2017100103.
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Today, the Indian government is emphasising more on cash less transactions in order to eliminate black money activity in the market. In supporting to this internet and mobile banking is also one of the initiations steps taken by the nationalized banks. Even there are money private sectors banks are also coming up with innovative products of service to facilitate the customer in cashless transactions either in shopping, banking, payment of bills, recharges etc. This venture may be successful in the urban part of the India but making it reachable to the rural part is a big challenge. In this background, current study is focusing on the issues related to the internet and mobile banking usage and its impact on the consumers and their satisfaction towards the facilities offered by the nationalized banks in the rural part of the India especially in the Belthangady taluk, Dakshina Kannada district, Karnataka.
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Özkan, Pınar, Seda Süer, İstem Köymen Keser, and İpek Deveci Kocakoç. "The effect of service quality and customer satisfaction on customer loyalty." International Journal of Bank Marketing 38, no. 2 (October 5, 2019): 384–405. http://dx.doi.org/10.1108/ijbm-03-2019-0096.
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Purpose The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry. Mediation effects of the perceived value and corporate image and reputation are also studied. Understanding the relationships between the determinants of customer loyalty toward the bank helps management to use corporate image and reputation more effectively in its strategy, thus enhancing the institution’s position in the minds of consumers. Design/methodology/approach A model is proposed to explore the relationships of service quality and customer satisfaction with a perceived value and their effect on transforming the corporate image and corporate reputation into the form of customer loyalty toward the bank. A survey is designed within this framework and SEM analysis is conducted in order to study the nature of relationships between variables of interest hypothesized to affect customer behavior and customer loyalty. Mediation tests for perceived value and corporate image and reputation are also conducted. Findings The findings of the survey indicate that corporate image and corporate reputation can be used as a common marketing benchmark to measure a bank’s performance. The results demonstrated that customers perceive quality and satisfaction effects loyalty through perceived value, image and reputation. Research limitations/implications The study was conducted in Izmir, the third biggest city of Turkey. The sample is composed of regular customers, and the sample size is enough for the study but more studies are needed to generalize the results. Practical implications The results provide information to bank managers to effectively assist them to offer appropriate customer service levels sustaining satisfaction, quality and value to the customers within the transactions. Originality/value The paper studies the determinants of customer loyalty in the Turkish banking industry and considers the effects of corporate image and corporate reputation as measured by customer satisfaction, service quality and perceived value, on customer loyalty toward banks in Turkey. This model is not studied in bank marketing in Turkey and also in the banking literature.
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Said, Laila Refiana, Siti Aliyati Albushairi, and Gusti Rina Fariany. "The Competitiveness Creation Strategy of Islamic Banking." GATR Global Journal of Business Social Sciences Review 5, no. 2 (April 14, 2017): 29–34. http://dx.doi.org/10.35609/gjbssr.2017.5.2(5).
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Objective - The development of Islamic banks in Indonesia requires a new strategy. The size of the population of Indonesia is a potential market for Islamic banks to target religious and non-religious customers and implement quality innovation to create value-based services to support the competitiveness of regional economies. This may improve the standard and quality of living. Specifically, this study investigated the influence of Islamic banking service quality dimensions to consumer satisfaction, word-of-mouth communication and loyalty. Methodology/Technique - This study was conducted in Banjarmasin, South Kalimantan, which is an Indonesian province that has a fairly a rapid rate of development of Islamic banking. The study focused on 191 people. Data collection was done by observation and interviews using questionnaires. Findings - Using Partial Least Squares, the resultsdemonstrates the effects of variable compliance, empathy, and value proposition quality on overall satisfaction. This showed that overall satisfaction influences word-of-mouth communication and loyalty. This indicates that both the religious market consumers and the floating market consumers desire the establishment of a strong emotional bond between the Islamic bank, customers and shareholders that are developed together in the face of business risks and share profits fairly and honestly, in accordance with the principles of Islamic law. Furthermore, they want employees to be more empathetic and respond individually to customers. Novelty - The study suggest that a strategy be created in relation to competitiveness in Islamic banking in Banjarmasin to improve the quality of service-based value, and to increase the cultivation of religious customers as well as penetrating the floating market segment. Type of Paper - Empirical Keywords: Carter-Item; Floating-Based Market; Islamic Bank; Religious-Based Market; Servqual.
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Mwangi, Christopher, and Dr Paul Katuse. "EFFECT OF CUSTOMER SERVICE QUALITY ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED." International Journal of Business Strategies 2, no. 1 (February 5, 2017): 39. http://dx.doi.org/10.47672/ijbs.200.
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Purpose: The purpose of the study was to establish the effect of customer service quality on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that organizations must offer their customers quality service. It was also possible to conclude that customer service was the base for business expansion because of the stiff competition prevalent in the banking industry. Results also led to conclusion that the survival of banking business is dependent on customer service. Results also led to conclusion that the customers give firms the chance to correct a service failure.Unique contribution to theory, practice and policy: Based on the findings, the study recommends that banks should emphasize that the credit customer service operatives are honest. In addition the study recommends that the banks should give customers a chance to suggest on noted service failure.
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Owusu‐Frimpong, Nana. "An evaluation of customers' perception and usage of rural community banks (RCBs) in Ghana." International Journal of Emerging Markets 3, no. 2 (April 11, 2008): 181–96. http://dx.doi.org/10.1108/17468800810862632.
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PurposeTo ascertain customers' usage level and perceptions of the image of rural community banks (RCBs) in Ghana. This research examines whether women and men differ in their levels of satisfaction and expectation about the banks' services. It also assesses the contribution of RCBs towards infrastructural development in the rural areas.Design/methodology/approachBoth desk and primary research methods were employed. Face‐to‐face interviews took place in 15 bank branches in the eastern region of Ghana. Over 170 respondents consisting of 105 males and 65 females co‐operated for this study. Analyses are presented in a statistical format using mean score and t‐test.FindingsRCBs are perceived as fairly active in rural infrastructural development, and have collaborated with NGOs to help identify, mobilise and educate rural groups in the usage and benefits of banking services. Men and women are gradually cultivating the banking culture. Both genders perceive the quality of financial advice, provision of information and service delivery as areas that need significant improvement. There are no significant differences between both genders in their perceptions and expectation of the banks services.Research limitations/implicationsThe sample size was limited to only one part of Ghana and may not be entirely representative.Practical implicationsThis study provides a meaningful insight into consumer behaviour in rural banking sector and useful platform for future studies in marketing of financial services in a developing country context.Originality/valueThe study is unique in that it looks at a rural banking service provision in a sub‐Sahara African country, a setting that markedly differs from the traditional high street banks sectors in the developed world. The results will enable financial service providers to consider the changing needs and wants of RCBs customers.
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Karim, Shakir, Ergun Gide, Raj Sandu, and Abdallah Al Tawara. "Analysing Bangladeshi Consumers’ Satisfaction and Preferences of E-banking Services in Small to Mid-sized Enterprises (SMEs)." Global Journal of Information Technology: Emerging Technologies 8, no. 2 (August 30, 2018): 62–74. http://dx.doi.org/10.18844/gjit.v8i2.3468.
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Abstract
The acceptance of Internet technologies has newly increased constant and rapidly in the era of information technology. It gives flexibilities to access E-banking systems on demand. Today E-banking is considered as the driver of any nation’s economy and it opens remarkable prospects all over the world. Basically, E-banking plays an ultimate character in supporting financial advancement of any country and provide financial services to the customers electronically. This Research analyses the satisfaction and preferences of E-banking in Bangladesh. It also discusses the success of E-banking in Small to Midsized Enterprise-SMEs of Bangladesh, the current E-banking infrastructure and future organisational plan about it. This Research mainly has used secondary research data and methods to provide a broad scenario of E-banking in Bangladesh, how to overcome the barriers in SMEs of Bangladesh for E-banking adoption. The Research is subject to academic journal articles, project reports, media articles, corporation based documents, Bangladesh Bank publication and other appropriate information. This Research also analyses the data collected from Bangladeshi government and non-government organisations and banking sector. It gathers answers from E-banking experts, IT educators, learners and academics as the respondents’ through interview on the basis of questionnaires which were prepared for this research purpose. Data were also collected by using interviews from Bangladesh E-banking based organizations that are offering their goods and services on electronic channels and professionals involved with E-banking related activities. The study found that E-banking is a platform where a customer performs online banking transaction without visiting a financial institution. E-banking is the influences of the future and it provides massive benefits to consumers regards to online transactions through internet, telephone and other electronic delivery channels. Bank in Bangladesh could use E-banking in order to gain economical advantage. At present, several Private Commercial Banks (PCBs) and Foreign Commercial Banks (FCBs) in Bangladesh offer online services and facilities within the branches of individual bank in the community. It is expected that banking can earn profit and offer better services to its customers by introducing E-banking facility more and more in Bangladesh. As an under developing country, Bangladesh is not fully known about E-banking sector in every area. As a result, this research also highlights the issues and factors related with E-banking e.g. cybercrime and try to discover the probable obstacles and prospects in Bangladesh to make an active solution of Bangladesh’s E-banking.
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Deepa, M. "Benefits of e-CRM Services among Private Banking Customers - A Study with Special Reference to Pollachi Taluk." ComFin Research 9, no. 2 (April 1, 2021): 47–49. http://dx.doi.org/10.34293/commerce.v9i2.3823.
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Banking Industry has witnessed a lot of changes in all the of Liberalization. The advent of foreign banks into the country and the licensing of the private sector have created stiff competition within the business. E-CRM’s role is more important for the healthy growth of the banking business and combats the competition from rivals. The objectives of the study are: to identify the benefits enjoyed by the customers while using e-CRM services. The data study is based on the primary data collected by way of a distributed, well-framed questionnaire. There are 120 questionnaires issued among the customers. Convenience sampling methods have been adopted in this study. Some of the findings of the studies are: Most of the consumers are belonging to the age group between 22-30years. Most of the consumers (66.67%) are female. The majority of the consumers (45.00%) are postgraduates. Most of the Consumers (49.16%) are married. The majority of the respondents (51.67%) are residing in the rural area. Some of the suggestions of the study are as follows: To improve user friendly, to secure customer personal information, and Awareness camp must be conducted to educate account holders about e-CRM service, To reduce the service charges and transaction charges. It is concluded that Customer satisfaction was found to be key advantages prove by the bankers while using e-CRM and the main benefit of this e-banking is convenience to the customers. Now a day’s consumers mostly prefer to use online banking services because the consumers do not have time to go to the bank and withdraw money, for the consumers need more time.
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Boonlertvanich, Karin. "Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status." International Journal of Bank Marketing 37, no. 1 (February 4, 2019): 278–302. http://dx.doi.org/10.1108/ijbm-02-2018-0021.
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PurposeThe purpose of this paper is to develop a comprehensive model representing the relationships among service quality, customer satisfaction, trust and loyalty in a retail banking service. Because many banks now emphasize acquiring more high-wealth and main-bank customers, this study also focuses on investigating the moderating roles of main-bank and wealth status on such relationships.Design/methodology/approachThis study applies a hierarchical model to measure service quality in line with recent advances in the general-marketing and consumer-behavior literature. A total of 400 valid samples were obtained from customers of a large commercial bank in Thailand. Data were analyzed using partial least squares structural equation modeling and multigroup analysis.FindingsCustomer-perceived service quality directly and indirectly affects, via satisfaction and trust, attitudinal and behavioral loyalty. Service quality affects customer loyalty less if the customer holds main-bank status. It affects behavioral loyalty less for high-wealth customers than regular customers; however, its impacts on attitudinal loyalty are identical. Main-bank and wealth status have a co-moderating impact on the relationship between service quality and customer loyalty.Research limitations/implicationsThis study was conducted on a cross-sectional basis; further, longitudinal analysis could help to assess causality and time-dependent effects among variables.Practical implicationsThe present study reconceptualizes the loyalty model, forging a deeper understanding of the moderating effects of main-bank and wealth status and thus helping banks to formulate better strategies to win customer loyalty.Originality/valueThis study aims to contribute to further discussions regarding the direct and indirect effects of service quality on loyalty to help banks formulate effective strategies for acquiring main-bank and high-wealth customers.
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Ha, Hong-Youl, Raphaël K. Akamavi, Phillip J. Kitchen, and Swinder Janda. "Exploring key antecedents of purchase intentions within different services." Journal of Services Marketing 28, no. 7 (October 7, 2014): 595–606. http://dx.doi.org/10.1108/jsm-01-2013-0025.
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Purpose – The purpose of this research is to investigate the direct and indirect effects of these determinants on purchase intentions. Competitive environments such as those in retail and banking industries impose increased pressure on managers to enhance customer satisfaction and purchase intentions. Even though satisfaction and purchase intentions are well studied in prior literature, their determinants such as service-oriented employee behavior, advertising campaign familiarity, physical environment and service quality have not been fully investigated together. Design/methodology/approach – Data from a survey of 508 customers of Korean up-market retail supermarkets and banks are utilized to empirically evaluate the model. Findings – Results indicate that service-oriented employee behavior and the physical environment have no direct effect on purchase intentions. However, these constructs indirectly influence purchase intentions through the mediating role of service quality and customer satisfaction. Service-oriented employee behaviors play a major role in enhancing service quality and customer satisfaction, but do not directly impact purchase intentions. Interestingly, the strongest direct effect on purchase intentions is more likely to come from service quality, rather than satisfaction. Practical implications – Findings suggest that for service industries such as retail and banking, it may be strategic to invest more resources aimed at enhancing service-oriented employee behaviors and the physical retail environment compared to advertising campaigns. Originality/value – Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect purchase intentions. Relationships are established utilizing data collected in South Korea (an increasingly important consumer market) which adds value to extant knowledge in this area.
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Marzai, Elda. "Bancassurance in a digital era." Proceedings of the International Conference on Business Excellence 12, no. 1 (May 1, 2018): 601–11. http://dx.doi.org/10.2478/picbe-2018-0054.
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Abstract The implementation of bancassurance activity in the banking field contributes to the strengthening of the competitive environment, the development of new products in insurance and the higher satisfaction of the consumer's needs. The strategic priorities of banks are to increase business protection by adding new products to their portfolios, according customer's needs. The distribution of insurance in the bancassurance system is a future solution and will continue to develop on the Romanian market as well. Bancassurance is the main distribution channel in many countries, accounting for more than 50% of life insurance products (eg France, Italy, Spain, Austria), in Portugal the share goes up to 80% and in Romania is around 30%. Among the aspects needed to develop this service, bank representatives propose both the diversification of types of insurance sold through banks, as well as the growth of consumer financial education development and digitalization. This paper aims to highlight different perspectives to relaunch bancassurance activity according to changes from customer behavior and the identification of factors which contributing to the sustainability of bancassurance in digital environment. In addition, will be presented a comparison of the internet penetration rate in the world, the categories of clients using online banking services.
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Wardhani, Yustiana, and Vevi Firmayanti. "Analisis Kepuasan Nasabah Terhadap Pelayanan Jasa Perbankan Secara On Line Melalui Ponsel (Mobile Banking M-BCA) pada PT. BCA Tbk. KCP Cibubur." Jurnal Ilmiah Binaniaga 5, no. 1 (January 31, 2019): 19. http://dx.doi.org/10.33062/jib.v5i1.214.
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Increasing number of banks in Indonesia and the increased facilities owned by each bank, making the level of competition among banks is also increasingly fierce. Any banks compete to provida services and the best service for the community. Strategis in the travel by the banks, among others, improve the quality of the product or service and convenience in transaction facilities. Bank Central Asia (BCA) as one of the banks in Indonesia, of course must be responsive in the face of such competition. In this case trying to get products and services are more specific in order to provide maximum satisfaction to its customers and also attract a wider consumer, so that excel in competition, because customer satisfaction is not only derived from the product features alone but must be a combination of features and quality service provided. Based on the analysis of IPA which is a mapping of each attribute of service into the cartesian diagram Attributes that are in quadrant I or high priority are (1) Speed of service m-BCA m-payment transactions (credit card payments, electricity, telephone, etc.), (2) Speed of service m-BCA conduct m-commerce transactions (purchase refill pulse), (3) Speed of service m-BCA in providing information, (4) Ease of service m-BCA m-payment transactions (credit card payments, electricity, telephone, etc.), and (5) Ease of service m-BCA m-commerce transactions (purchase refill pulse). Attributes that are quadrant II or maintain performance are (1) Speed of service m-BCA in conducting transactions m-info (&mutations account balance), (2) Speed of service m-BCA in the m-transfer transactions (inter BCA & inter-Bank), (3) Ease of service m-BCA in conducting transactions m-info (& mutations account balance), (4) Ease of service m-m-BCA transfer transactions (inter BCA & inter-bak), (5) Security uses m-BCA in financial transactions, and (6) Security using m-BCA in non-financial. transactions. Attributes that are in quadrant III or low priority are (1) The ability of providing the promised services, and (2) m-BCA service instructions, and attributes that are at or excessive quadrant IV are (1) Display service menu m-BCA easily understood, (2) tidiness on screen service menu m-BCA, (3) Speed of service m-BCA in conducting transactions m-admin (activation of m-BCA, change PIN), and (4) Ease of service m-BCA in conducting transactions m-admin (activation 0f m-BCA, change PIN).
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Alvarez-González, Paula, and Carmen Otero-Neira. "The effect of mergers and acquisitions on customer–company relationships." International Journal of Bank Marketing 38, no. 2 (October 3, 2019): 406–24. http://dx.doi.org/10.1108/ijbm-02-2019-0058.
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Purpose The purpose of this paper is to explore employees’ perceptions about customers’ reactions to mergers and acquisitions (M&A). In particular, the aim is to explore how M&A in the banking sector affects the relationship between customers and the financial entity in a real-life context. Design/methodology/approach Using a case analysis methodology, this paper investigates the most important cases of M&A that occurred between 54 retail banks and saving banks in the Spanish market between 2009 and 2014. To do so, 36 face-to-face exploratory interviews were conducted amongst a sample of employees selected through a purposive sampling technique. Findings The perceptions of the employees about the impact of the M&A on customer relationship development suggest that financial M&A negatively affect prices, the location and closeness of the branches, and the routines of the financial activity, and positively affect products and services offered after the M&A. Research limitations/implications Given that the objective is to explore perceptions rather than test them, despite being insightful, the results of this study should be generalised with caution. Originality/value This paper explores customer responses and attitudes towards financial M&A from the point of view of marketing. This paper considers the effect that M&A changes generate on consumer satisfaction and bank−client long-term relationships.
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Singh, Nidhi, Shalini Srivastava, and Neena Sinha. "Consumer preference and satisfaction of M-wallets: a study on North Indian consumers." International Journal of Bank Marketing 35, no. 6 (September 4, 2017): 944–65. http://dx.doi.org/10.1108/ijbm-06-2016-0086.
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Purpose The purpose of this paper is to test the conceptual model of consumers’ intention and satisfaction towards mobile wallets. This study uses the integrated UTAUT model which includes variables such as ease of use, trust, security, self-efficacy, etc., and an additional variable (hedonism) to test consumers’ behaviour in the context of mobile banking technologies. Regression analysis, ANOVA and descriptive analysis are used to test the relationship among several dimensions such as perceptions, preferences, satisfaction and usage rate of mobile wallets in North India. A sample of 204 North Indian consumers was taken to understand the consumers’ adoption behaviour towards mobile wallet. The study explains the significance of the proposed model and its effectiveness to understand the behaviour of North Indian consumers. The result shows a significant association between consumers’ perception, preference, usage and satisfaction. Security, trust and hedonism are few of the most influencing variables in the study. Demographic variables such as gender and age also influence consumer satisfaction and usage rate of mobile wallets in North India. The proposed model and results of the study bring valuable insights into researchers and practitioners in the context of usage of mobile wallets. Design/methodology/approach Various standardized scales were used in the present study. Statistical techniques like descriptive statistics, analysis of variance, t-test, χ2 and regression analysis were used to assess the data. The data were collected with three separate questionnaires on variables perception, preference, usage and satisfaction. Findings Findings of this study show a strong relation between customer’s perception, preference and satisfaction of mobile wallet users. The result also shows the impact of customer’s perception, satisfaction and preference on the usage rate of mobile wallets in India. The authors have collected responses from the various regions in south and North India. Research limitations/implications The first contribution of this study is that it shows a strong correlation between consumers’ perception, preferences and satisfaction. Various studies are available to understand the impact of perception on satisfaction (Samudra and Phadtare, 2012; Venkatesh and Davis, 2000, Thakur, 2013), but very few studies have integrated it with preference and mobile wallet usage. Moreover, no study is available on these variables specifically for North Indian consumers. This study is unique in the sense that it discuss the association of consumer’s perception with type of transactions they prefer to do in M-wallets. This paper also identify one more crucial factors, “hedonism” which is not discussed extensively in the literature. Practical implications The study has several implications to the mobile technology industry and the banking system to identify new strategies for mobile wallet usage. Factors like security, convenience and trust influence consumers’ intention. This indicates that industries and banks must verify users’ privacy norms and evaluate social trends to enhance user’s satisfaction and usage rate. Hedonism is determined as one of the significant variable to measure consumer’s satisfaction and usage tendency. Mobile technology providers should work on the appearances and design of the apps, and promote its convenience and benefits to increase its usage in North India. Based on the findings of this study, companies can also evaluate preferred wallet services for consumers, and factors affecting those services. This will help them to add more attractive services based on consumers’ feedback, and remove unwanted services. Social implications The study also stressed the impact of society and family/friends on mobile wallet’s usage. Customers learn new things from family and society and get influence with their choice and preferences. This will help institutions to understand various factors leads to mobile wallet usage and enhance the satisfaction level of customers. Originality/value Although various studies have been conducted on the perception of customers on various mobile payment systems, but this paper is the first of its kind to study customer’s perception about wallets and type of transactions; they prefer to do through mobile wallets. This paper also study the impact of mobile wallet usage and various factors affecting the usage rate. This paper also identified one crucial factor, “hedonism”, which is not discussed thoroughly in the literature, and its significance in North India.
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Suhartanto, Dwi, David Dean, Tuan Ahmad Tuan Ismail, and Ratna Sundari. "Mobile banking adoption in Islamic banks." Journal of Islamic Marketing 11, no. 6 (September 23, 2019): 1405–18. http://dx.doi.org/10.1108/jima-05-2019-0096.
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Purpose This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model. Design/methodology/approach This study uses a sample of 300 mobile banking customers of Islamic banks from West Java Province, Indonesia. Partial least square was applied to assess the association between perceived usefulness, perceived ease-of-use, religiosity, satisfaction, and adoption. Findings The results of this study disclosed that the integration of TAM and Religiosity-Intention model provides a more complete explanation of Islamic bank consumers’ adoption of mobile banking. Besides perceived usefulness and perceived ease-of-use, the results of this study emphasise the importance of religiosity in mobile banking adoption. Practical implications This study offers an opportunity for Islamic bank managers to increase the adoption of their mobile banking services. To increase the adoption of mobile banking services, Islamic banks must not only provide an application that is useful and easy to use but also consider the customer’s religiosity. All of their mobile banking marketing strategies should focus on providing high-quality mobile service while ensuring the bank’s operations are compliant with the Islamic law. Originality/value This study is the first attempt to integrate TAM and Religiosity-Intention Model to assess mobile banking adoption.
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Hoang Thi Bich, Chi, and Hanh Le Nhat. "Affective and Instrumental Commitment: A Special Reference to Self-Service Technologies in Domestic and Foreign Banks." Journal of Asian Business and Economic Studies 23, no. 02 (April 1, 2016): 137–60. http://dx.doi.org/10.24311/jabes/2016.23.2.03.
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The current research investigates the effects of consumers’ perception (i.e. perceived usefulness, perceived convenience, and perceived security and privacy) of self-service banking technologies (SSBTs) on customer satisfaction, which in turn affects their affective and instrumental commitment toward banks. Based on the data collected from 176 domestic bank customers and 130 foreign bank customers in Vietnam, the current research examines and compares the proposed relationships across domestic and foreign banks. Its results indicate that, for the overall sample, perceived usefulness, perceived convenience, and perceived security and privacy of SSBTs positively affect customer satisfaction, which incidentally significantly increases customers’ affective and instrumental commitment. However, perceived usefulness of SSBTs is not an important driver of customer satisfaction with domestic banks. Also, in the case of foreign banks, perceived convenience of SSBTs does not influence customers’ satisfaction, and customers’ instrumental commitment toward foreign banks is not affected by customers’ satisfaction. Based on the research findings, this study provides some suggestions and recommendation for both domestic and foreign banking practitioners and policy makers in Vietnam.
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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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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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Sulistiyawan, Edy, Ubud Salim, Ainur Rofiq, and Rofiaty. "The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia)." Banks and Bank Systems 14, no. 4 (December 9, 2019): 69–77. http://dx.doi.org/10.21511/bbs.14(4).2019.07.
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The study aims to explore the effect of the quality of state-owned sharia banks’ services on consumers’ satisfaction and happiness. It contributes to knowledge of marketing management theory and management practices. The expected final effect is that the right quality of customers` service practice can increase customers’ satisfaction and happiness in the Islamic context. The study uses quantitative approach. It relies on primary data obtained from questionnaire results and secondary data in the form of information from state-owned sharia banks including Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri. The study considers PLS-SEM as the right tool for data analysis. The findings of the study are as follows: 1) only two of seven dimensions of service quality that significantly affect consumers’ satisfaction, are the Islamic Service System and the Responsiveness System, while the remaining effects come from other hypotheses not included in the model; 2) consumers’ satisfaction has a significant effect on consumers` happiness, and the remaining effects come from other concepts that are worth exploring.
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Bohlin, Erik, Aijaz A. Shaikh, and Payam Hanafizadeh. "Social Network Banking." International Journal of E-Business Research 14, no. 2 (April 2018): 1–13. http://dx.doi.org/10.4018/ijebr.2018040101.
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Social media is widely recognized as a challenging new communication technology in both economic and social contexts. The present article explores how banks have exploited this technology in the range of consumer retail banking services offered by 100 leading global banks on the three major social networking sites (SNS): Facebook, Twitter, and YouTube. Viewing social network (SN) banking as a separate delivery channel and offering a working definition of SN banking, the article shows that banks have been more cautious than other businesses in using SNS. The available services are classified on nine main dimensions: marketing, financial education and advice, information support, customer support, sales representativeness, customer engagement, online recruitment, survey and polling, and other services. The scope of these SN banking services is for the most part non-cash-based. Conclusions, implications, and recommendations are discussed and future research priorities are identified.
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Anouze, Abdel Latef M., Ahmed Salameh Alamro, and Abdulkareem Salameh Awwad. "Customer satisfaction and its measurement in Islamic banking sector: a revisit and update." Journal of Islamic Marketing 10, no. 2 (June 10, 2019): 565–88. http://dx.doi.org/10.1108/jima-07-2017-0080.
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Purpose The purpose of this study is to answer the following questions: How to measure customer satisfaction from the provisioning service of both: Islamic and Conventional banks? Can we trust one tool to measure such satisfaction or both banks are different identities and there is a need for separate measurement tool? What is the relationship between banks operating style (Islamic or Conventional) and bank performance? Design/methodology/approach A cross-sectional survey design was conducted to analyze a sample of customers. A total of 480 Jordanian participants were included in the study. Findings The results of confirmatory factor analysis show that the most important drivers of customer satisfaction are Sharia’ compliance, complaints, pricing and convenience, whereas the least important drivers are e-banking, the perception of employees, enjoyment and tangibles. Also, the result of the multi-group analysis shows that the significant impacts of all drivers on customer satisfaction differ from Islamic banks to Conventional banks except for the enjoyment. The significant effects of customer satisfaction on bank performance also differ from Islamic to Conventional banks. Research limitations/implications The result is limited to the selected sample, and hence, future research in other countries should contribute to a better understanding of the impact of customer satisfaction relationship on bank success or performance. Practical implications This study provides a useful information for bank managers on the main driver of customer satisfaction and performance. Originality/value This study is intended to add to the existing literature in three ways: There is a lack of studies on the main drivers of customer satisfaction, especially those based on a consumer’s decision-making process in Arabic countries like Jordan. This study broadens the scope by testing the proposed model using data from a sample of consumers in Jordan. This study serves to propose and validate the drivers that influence customer satisfaction and bank performance and elucidate the manner of their influence, to help with the development of more effective business strategies.
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Sulaiman, Mohammad Sharif, and Naser AbdelKarim. "Electronic Banking Strategies and Their Impact on Customers’ Satisfaction: Empirical Evidence from Palestine." Asian Social Science 15, no. 10 (September 29, 2019): 20. http://dx.doi.org/10.5539/ass.v15n10p20.
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Digital banking could be a new era for banks in Palestine. Electronic banking services have become an essential part of the banking services in most of the banks in Palestine, along with the traditional banking represented by the physical branches. Recently, more banks in Palestine have shifted towards Electronic Banking services by utilizing the advancement in the Information and Telecommunication technology thereby enhancing the customer experience and satisfaction, and increasing the efficiency of the banking services, since electronic banking is available 24/7, with no restrictions on working hours.
This study examines the correlation between electronic banking services in Palestine and customer satisfaction. The main question is: “What is the impact of the electronic banking strategies on customers’ satisfaction within the banking sector in Palestine?” The methodology used to tackle this question is based on two major components: a) survey design targeting 347 banks’ customers in 8 banks in Palestine, b) Direct interviews with the Top management of two major banks in Palestine (Arab Bank and Bank of Palestine) on the bank's future strategies towards Electronic banking.
With the introduction of the Third generation of wireless internet (3G) service in Palestine, the internet has become readily available and accessible, at any time. Along with the availability of traditional wireless network in the bank itself, the banking systems in Palestine are moving quickly toward digitalization. This study finds several interesting findings, one of these findings is the significant positive correlation between electronic banking strategies and customer satisfaction using these services. Thus, the study null hypothesis was rejected and the alternative hypothesis was accepted. This finding will be guiding the banks in Palestine to build strategies focusing on electronic banking services to achieve one of their top objectives by attracting and retaining their customers for the long-term.
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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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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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Andy, R., and A. Sujatha. "A Study on Customers Attitude towards the Problems of Internet Banking Services in Madurai City." ComFin Research 9, no. 1 (January 1, 2021): 17–21. http://dx.doi.org/10.34293/commerce.v9i1.3503.
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The banking industry has been developing by using Internet banking as a well-organized and practicable tool to create customer value. In the banking sector, different electronic delivery channels are increasingly used for delivering banking products and services that convenient for the customers at a low cost. Internet Banking (IB) is one among them in the banking sector. It is one of the smart services offered by traditional banks to offer speed and reliable services to online users. With the fast development of computer-based technology, the Internet Banking can draw more customers to perform banking dealings in related banks. However, the main issue of Internet banking faced by bankers is that a large number of banking customers are not ready to usethe Internet banking services offered by banks. This happens due to the services offered through Internet banking is yet to encourage its customers. Customer satisfaction is an important factor that helps the banks to maintain competitive advantages. Therefore, this study is to observe the factors that influence the customers’ satisfaction towards Internet banking. The study concentrates on the following factors that can influence customers’ satisfaction toward Internet banking, which include services, web design, security, and convenience. The sample size taken for the study was 100 respondents who provided valuable feedback to pertain to the above factors that influence customers’ decision to use Internet Banking.