Relevant bibliographies by topics / Banks and banking - Customer services - Mauritius

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

Academic literature on the topic 'Banks and banking - Customer services - Mauritius'

Author: Grafiati
Published: 4 June 2021
Last updated: 13 February 2022

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Journal articles on the topic "Banks and banking - Customer services - Mauritius"

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Vencataya, Lomendra, Sharmila Pudaruth, Roubina TD Juwaheer, Ganess Dirpal, and Nabeelah Meh Zabeen Sumodhee. "Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius." Studies in Business and Economics 14, no. 1 (April 1, 2019): 259–70. http://dx.doi.org/10.2478/sbe-2019-0020.

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AbstractIn today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.
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Abduh, Muhamad, Shaheen Bibi Ramjaun, and Muhamad Mustaqim. "Bank Selection Criteria and SERVQUAL Survey among Muslims in Mauritius." QIJIS (Qudus International Journal of Islamic Studies) 6, no. 2 (August 24, 2018): 221. http://dx.doi.org/10.21043/qijis.v6i2.3756.

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As a Muslim minority country located far off the east coast of South Africa, Mauritius has successfully introduced Islamic finance since 1998. However, the development is not as expected since two Islamic banking windows were closed down and the only Islamic commercial bank in the country has been struggling hard in order to generate favorable expected profits. The aims of this study are to investigate the bank selection criteria among Muslims in Mauritius and to evaluate the customer satisfaction upon the Islamic banking service quality in the country. The findings show that privacy, easy access, service quality, facilities, transparency and bank reputation are the factors influence Muslim Mauritian to patronize bank and interestingly religion and religiosity are out of it. The importance – performance analysis is used to provide an interesting visual analysis on the service quality items examined. The findings suggest that Islamic banks must improve their Tangible and Reliability aspects in order to satisfy the customers and eventually become more profitable.
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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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Dr. R.Renuka, Dr. P. Sakthivel, Dr. N.R.Vembu, Dr. M. Ganesan, and Dr. M. K. Durgamani. "Customer Awareness on Banking Services in Kumbakonam." GIS Business 14, no. 6 (November 26, 2019): 124–32. http://dx.doi.org/10.26643/gis.v14i6.11688.

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For the economic development of a country, bank plays an important role. The present era of globalization and liberalization has made the banking industry very competitive by providing various services to the customers. The various services provided by the banks can be utilized by the customers only when they are made aware of these services. The banker and customer have to know about each other. The banker has to know the customers’ needs and in the same way, the customer has to know about the various services offered by the banks. Increased level of awareness among the customers leads to increased preferences. The purpose of this study was to investigate the awareness and satisfaction level of customers towards banking services.
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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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Tarigan, Herdian Ayu Andreana Beru, and Darminto Hartono Paulus. "Protection of Customers for Management of Digital Banking Services (Study at PT. BRI Unit Boyolali)." Hang Tuah Law Journal 3, no. 2 (March 14, 2020): 170. http://dx.doi.org/10.30649/htlj.v3i2.128.

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<p>Increasing competition in the Indonesian banking industry has encouraged many banks to improve the quality of services to customers by utilizing information technology developments. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. However, the development of digital banking services also increases the risks faced by banks. The purpose of this study is to provide an overview of the implementation of digital banking services and customer protection for risks from digital banking services. The method used in this study is an empirical legal research method. The results of this study indicate that the implementation of digital banking services is regulated by OJK Regulation No.12/POJK.03/2018. The existence of this OJK Regulation is expected by banks as providers of digital banking services to always prioritize risk management in the use of information technology. In addition, this study also shows the existence of 2 types of customer protection for the use of digital banking services, namely preventive protection in the form of legislation related to customer protection in the financial services sector and repressive protection in the form of bank accountability for complaints from customers using digital banking services.</p>
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Maheshwari, Vishwas, Priya Gunesh, George Lodorfos, and Anastasia Konstantopoulou. "Exploring HR practitioners’ perspective on employer branding and its role in organisational attractiveness and talent management." International Journal of Organizational Analysis 25, no. 5 (November 6, 2017): 742–61. http://dx.doi.org/10.1108/ijoa-03-2017-1136.

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Purpose The latest research in the field of employer branding highlights a mix of marketing principles and recruitment practices, based on the concept that, just as customers have perceptions of an organisation’s brand, then so do other stakeholders including employees. However, the emphasis has been on organisations, which predominantly operate in developed countries typically with Westernised-individualistic cultures. This paper aims to investigate employer branding for service organisations’ image and attraction as an employer in a non-Western culture. Design/methodology/approach This study examines the perceptions of human resources’ professionals and practitioners on the role of employer branding in employer attractiveness and talent management, within Mauritian banking sector. The data collection for this qualitative study involved semi-structured interviews with senior managers from Mauritian banking organisations, including multinational enterprises, small business unit banks and Mauritian banks. Findings Analysis of the findings showed that organisations, and banks in this case, are increasingly competing to attract highly skilled personnel in various professional areas; therefore, those organisations that attract the best talent will have a distinct edge in the marketplace. Furthermore, findings from the semi-structured interviews with senior managers suggest that employer branding remains at the embryonic stage within the Mauritian banking sector; therefore, a clear need exists for a more developed strategy. Research limitations/implications The outcomes of this study call for re-engineering with regards to managerial collaboration in organisations for the successful design and implementation of the employer branding strategy. The empirical findings from the Mauritian banking sector show that the strategic position occupied by the human resource function is still at an embryonic stage as regards with the competitiveness of banks as service organisations. Practical implications The study presents a need for the development and maintenance of long-term collaborative and trust-based relationships between the human resource and marketing functions. Originality/value The insights provided through this study addresses the dearth of academic research on employer branding on the African continent while providing invaluable information from a human resource professional perspective.
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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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Carsamer, Emmanuel. "Customer banking rights awareness in Ghana." Banks and Bank Systems 13, no. 2 (July 2, 2018): 141–52. http://dx.doi.org/10.21511/bbs.13(2).2018.12.

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The purpose of this paper is to investigate the determinants of customer banking right awareness regarding banking products and services in Ghana. A survey of 569 bank customers was conducted in Metropolitan Assemblies in Ghana, using a structured questionnaire with Likert-type questions. Customers were conveniently intercepted as they walked out of universal banks. Ordered probit estimation technique was used to test the research hypotheses. The study revealed that whilst bank variables (duration and number of visits) improve customers’ knowledge on bank products and services, demographic factors (age, marriage, income) enhance the level of awareness customers have with regards to bank products and services. The study also revealed that education reduces it in Ghana. Sources of information such as banking exhibitions and fairs, family and mass media improve customer banking right awareness, however, bank staff negatively affect awareness level. The study advises banks to pay particular attention to sources of information, especially bank staff, bank brochures, mass media, exhibitions and fairs. Also, age and income segment of customers should be considered when attempting to improve customer banking right awareness for satisfactory service delivery.
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Dissertations / Theses on the topic "Banks and banking - Customer services - Mauritius"

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Sewpaul, Sailesh. "Digital Strategies Senior Bank Executives in Mauritius use to Improve Customer Service." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=13422561.

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Customers’ use of digital banking has reshaped traditional banking, and senior level bank executives must know how to leverage this innovation to improve customer service to increase profitability. Using the technology acceptance model as the conceptual framework, the purpose of this multiple case study was to explore effective digital banking strategies that senior level executives used to improve customer service to increase profitability. The target population for this study included senior-level executives from 3 banks in Mauritius possessing successful development and implementation experience in digital banking strategies to improve customer service. Data were collected through semistructured interviews and organizational documents, which were analyzed in accordance with Yin’s 5-phase data analysis process consisting of pattern matching, explanation building, time-series analysis, program logic models, and cross-case synthesis. The use of member checking and methodological triangulation increased the trustworthiness of data interpretations. Three themes emerged from the analysis of data: use of mobile strategies to migrate customers to digital banking, challenges to migrate customers to digital banking, and digital banking innovation. The implications of this study for positive social change include improving convenience to customers; promoting green banking; and providing easy access to banking to the poor, those with physical disabilities, and those living in remote and rural areas.

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Mbama, Cajetan. "Digital banking services, customer experience and financial performance in UK banks." Thesis, Sheffield Hallam University, 2018. http://shura.shu.ac.uk/23305/.

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Digital banking through telephone, internet and mobile is becoming important for banks’ service marketing, especially with the increase in digital device usage and customer demand for financial services. The changing dynamics of banking means that banks’ performance is no longer solely dependent on branch sales. Capturing and retaining customers are vital for banks, and digital banking is becoming the tool of choice; however research on how it affects customer experience and UK banks’ performance is still limited. This thesis focusses on determining the impact of digital banking services on customer experience and financial performance. The research in the thesis uses a mixed methods approach, utilising bank financial reports, interviews and questionnaires to achieve important results and contribute to knowledge in practice, and in related services, marketing and e-commerce theories. The research adopted Regression, Structural Equation Modelling and Chi-Square analyses in quantitative research, while using Content Analysis in qualitative research. The research takes a broad approach in the investigation of digital banking, customer experience and bank financial performance. It has used qualitative and quantitative analysis techniques to produce, test and triangulate results to increase robustness. The research demonstrates how digital banking enhances banks’ profitability. It found that attributes such as perceived value, convenience, functional quality, service quality and digital banking innovation are important in improving customer experience, satisfaction and loyalty, and banks’ financial performance. The insights from the three research perspectives have been integrated to develop a new Digital Banking Services, Customer Experience and Financial Performance Enhancement Framework (DiBCEFPEF). The results from the thesis have the potential to assist banks in the provision of services, and improve customer experience and financial performance, such as profitable growth and economic value-adds, through digital banking.
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Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.

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Cheung, Tak Hing. "Service quality expectations and consumer innovativeness towards technology-based self-service options : a study of Internet banking." HKBU Institutional Repository, 2000. http://repository.hkbu.edu.hk/etd_ra/238.

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Liang, Yan. "The influence of perceived risk in the uptake of self-service technologies within the retail banking sector : a study of customers using the industrial and commercial bank of China in Jilin." Thesis, Cape Peninsula University of Technology, 2006. http://hdl.handle.net/20.500.11838/993.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2006
This study aims to explore the impact of self-service technologies (SSTs) on the behaviour of Chinese banking customers. The research has two purposes: (l) To determine how perceived risk impacts on the use of SSTs for customers with a high and a low technology readiness index (TRI) and (2) To understand the types of perceived risks within the banking industry and which component of risk dominates customer's propensity to use SSTs. The research focuses on the retail bank SSTs services for the reason that the banking industry has the longest development history in SSTs. The research was conducted using a questionnaire containing two service scenarios (bank information search, fund/money transfer) and was distributed to 372 bank customers, of which a valid sample of 307 respondents was analyzed. The test results indicate the effect of perceived risk does exist. High perceived risk influences high TRI customers to lower their propensity to use the SSTs in the funds transfer and money transfer service scenario, whereas customers with low TRI will tend to lower their propensity to use SSTs in the funds transfer, money transfer and other services. Psychological risk was also identified as the dominant influential risk factor among the respondents. The results support the research hypotheses and highlight the importance for companies to manage perceived risk in this technological era.
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Baosuwan, Siriwan. "Attitude and satisfaction with internet banking of Bank of Ayudhya Public Company Limited, Thailand." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2727.

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The purpose of this study is to gather information for the management of the Bank of Ayudhya to improve its internet banking service. It explored customer satisfaction, customer attitudes, and the correlation between the frequency of Internet banking usage and customer demographic data.
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Turton, WE. "The centralisation of administration in commercial relationship banking." Thesis, Cape Technikon, 2001. http://hdl.handle.net/20.500.11838/960.

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Thesis (MTech(Business Administration)--Cape Technikon, Cape Town, 2001
During the last decade, commercial banking competition has intensified for a variety of reasons. With shareholders requirements to satisfY and, at the same time to provide ''value for money" to i!s clients, banks restructured themselves to serve niche market segments, increase critical mass by growing volume business or a combination of both. With the change in political dispensation, the urgency for banks to evolve intensified for the following prime reasons: I. The increased number offoreign banks ~ntering the South African market and cherry-picking the commercial banks' best clients and employees. This was facilitated by the foreign banks low cost of entry and low overhead cost structure coupled with cheaper availability of offshore funding for South African businesses. 2. Increased emigration rates reducin6 the availability ofskilled and trained bank employees. 3. The stagnation ofthe economic emironment resulting in low organic growth of the business client base from the traditional white o\\ned segment. 4. The largely neglected black business segment which became politically. if not economically. attractive to the local banks. Against this background. commercial ban:,s strategies changed involving restructuring the internal organisation to refocus the banking industr.. efforts in achieving its profit objectives. satisfYing and keeping its clients and attracting new clients. primarily, from the local competitor banks.
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Rootman, Chantal. "An international comparative study on the relationship marketing and customer retention of retail banks : lessons for South Africa." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1376.

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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of firm-client relationships and how customer retention rates can be increased. This study attempts to address this limitation. The study revolves around the relationship marketing and customer retention of banks in South Africa, Canada and the United Kingdom (UK). Service firms, including banks, are vitally important to the economy of any country as they contribute to its Gross Domestic Product (GDP) (for example a 74 percent contribution in South Africa) and its employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Banks can focus on their relationships with clients and measure their institutions’ success by considering their customer retention rates. When considering firm-client relationships and customer retention rates, it is important to gather and link the viewpoints of both clients and managers in order to ensure that firms perform according to clients’ needs. In order to establish the influence of selected variables on the relationship marketing and customer retention of banks, from the perspectives of both banking clients and managers, an empirical investigation was conducted. The primary aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. In addition, in designing the measuring instruments for the empirical investigation, the phenomenological paradigm was used. Thus, in order to use multiple sources of data, the strategy of methodological triangulation was adopted for this study. The samples consisted of banking clients and bank managers in South Africa, Canada and the UK. The empirical investigation conducted among banking clients revealed that significant positive relationships exist between six of the seven identified independent variables, namely communication, personalisation, empowerment, ethics, fees and technology, and banks’ relationship marketing. These relationships imply that, according to banking clients, if each of these aspects in banks improves, bank-client relationships would improve. The empirical investigation conducted among bank managers showed that managers only regard communication and fees as influencers of relationship marketing in banks. This result clearly indicated a difference in the viewpoints of banking clients and bank managers. In addition, the empirical investigation revealed that relationship marketing positively influences the customer retention of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s customer retention rates will increase. Additionally, the empirical investigation revealed that the population group, education level and country of residence of banking client respondents exerted an influence on the perceptions clients have regarding banks’ relationship marketing and customer retention levels. If banking clients are African or are not educated with a qualification beyond secondary school level or are from Canada, they consider the relationship marketing of a bank to be more important and are more likely to be retained by banks. Generally, the study indicated that Canadian banking clients are more positive regarding the empowerment strategies and personalisation efforts of Canadian banks than South Africans are about those of South African banks. In addition, banking clients in the UK are more satisfied with the communication, fees and use of technology of UK banks than South Africans are about these aspects in South African banks. The study indicated that strategies to improve banks’ communication, personalisation, empowerment, ethics, fees and technology should be implemented by banks in ways to positively influence their relationship marketing and ultimately their customer retention. Strategies relating to each of these areas, successfully implemented by banks in Canada and the UK, are recommended to South African banks. In effect, these strategies will contribute to retail banks’ success, the competiveness in the banking industry, banking client benefits as well as the economic stability and prosperity of South Africa.
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Rasuba, Maanda. "Statistical relationship of customer behavioral characteristics in personal banking." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1165.

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This study investigates the relationship of bank customers’ behavioural patterns based on the customers past transactions, with respect to their profile characteristics. The main aim of this study is to illustrate that different categories of customers (based on demographical variables such as race, gender and age) have statistically significant differences in behaviour, with respect to how they operate their accounts. A theoretical overview on the literature of customer relationship management in the banking sector emphasises the importance of understanding customers to ensure that a business is successful. Four null-hypotheses where formulated based on a general research hypothesis. The data base provided a major South African bank is used to achieve the objectives. Extensive cleaning of the data set was necessary to ensure the validity of the results. The data set had 7860 customer keys. The large data base used contributed to the reliability of the results. The following behavioural variables were used in the study namely, transaction data, average debit and credit transaction amounts and average number of transactions per month. The main results of study indicate that different customer categories have statistically significant differences in behaviour, with respect to how customers operate their accounts. This implies that it is important for the banking sector to consider customer gender differences, age differences and race group differences in the relationship strategies which they employ in their multicultural environment. Further research in the area may be necessary before generalisation can be made on all banking customers.
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Bleske, Adrian. "The antecedents of customer satisfaction in a financial institution : a qualitative study." Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1015482.

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The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
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Books on the topic "Banks and banking - Customer services - Mauritius"

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Dileep, A. S. Customer service in co-operative banks. New Delhi: Sonali Publications, 2010.

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Taylor, Russell. Private banking renaissance. (Dublin): Lafferty Publications, 1990.

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Carcione, Sandra Grant. Personal banking: Participant's handbook. Washington, D.C. (1120 Connecticut Ave., N.W. 20036): American Bankers Association, 1989.

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Stapfer, Peter. Anreizsysteme in der Private Banking-Kundenbeziebung. Bern: Haupt, 2005.

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Reidenbach, R. Eric. Developing new banking products: A manager's guide. Englewood Cliffs, N.J: Prentice-Hall, 1987.

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Adrion, Elisabeth. Ertragsorientiertes Retail Banking. Bern: P. Haupt, 1997.

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Chakravorti, Sujit. Universal access, cost recovery, and payment services. Chicago, Ill.]: Federal Reserve Bank of Chicago, 2005.

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Grubbs, M. Ray. Customer service renaissance: Lessons from the banking wars. Chicago, Ill: Bankers Pub. Co., 1991.

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Gusev, A. I. Private banking v Rossii: Opyt ėlitnogo bankovskogo obsluzhivanii͡a. Moskva: Finansist, 2003.

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Veccia, James V. Establishing a banking and investment service for the affluent customer. Chicago, Ill: Probus Pub. Co., 1989.

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Book chapters on the topic "Banks and banking - Customer services - Mauritius"

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Beebeejaun, Ambareen. "Governance and Financial Reporting of Islamic Banks." In Growth and Emerging Prospects of International Islamic Banking, 245–62. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-1611-9.ch013.

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While Islamic finance continues to evolve at a fast pace across the globe, the government of Mauritius is undertaking various initiatives to encourage and facilitate the conduct of Islamic banking activities in the country. Examples are the admission of the Bank of Mauritius as an associate member of the Islamic Financial Services Board in 2007, the enactment of the guidelines for Islamic banking in 2008, and the hosting of the 11th Islamic Financial Services Board Summit in 2014. Consequently, through these endeavors, several stakeholders offering Islamic finance products are expressing interest to set up their business infrastructures in Mauritius. Hence, this chapter discusses the main governance and financial reporting requirements of the offeror of Islamic banking products such that potential investors are acquainted with the legal and compliance needs of an Islamic bank operating in Mauritius.
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Cranston, Ross, Emilios Avgouleas, Kristin van Zweiten, Theodor van Sante, and Christoper Hare. "7. The Bank–Customer Relationship." In Principles of Banking Law. Oxford University Press, 2018. http://dx.doi.org/10.1093/he/9780199276080.003.0007.

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This chapter focuses on the customer and the services which banks offer to customers. It begins by filling in some of the details about the customers of banks and modern banking services. In this context it gives attention to how the relationship between banks and their customers may be characterized as a matter of law. Contract emerges from this as the overarching feature of the relationship; thus, the second and third sections of the chapter discuss banking contracts and their regulation. The final section turns to a specific banking service, the taking of deposits. Historically this has been the core banking service, and deposit-taking has been central to any definition of banking.
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Jain, Arushi, and Vishal Bhatnagar. "Analysis of Grievances in the Banking Sector through Big Data." In Web Services, 2144–60. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7501-6.ch111.

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Banking sector is one of the sectors which face the problem because of the huge amounts of data coming in at a rapid pace. In this paper the authors analyzed grievances in the banking sector through big data. The customers may have a wide variety of complaints and suggestions regarding the working style and other procedural methods which are followed by the banks for effective customer dealing and satisfaction. Quick rectification of complaints and working on customer suggestions can help banks gain a good name in the market, win customers' loyalties and attract new customers. To accomplish this gargantuan task, banks must maintain a complaints database which stores the information on customer complaints across the above mentioned categories along with the response to the complaints by the relevant employees which is collected over a period of time can reveal crucial and critical information for effective CRM in the organizations. In this paper, authors had analyzed the grievances to uncover the valuable suggestions of the customer to provide them a higher level of satisfaction
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Porto Bellini, Carlo Gabriel, and Rita de Cássia de Faria Pereira. "Service Quality in Banks." In Advances in Banking Technology and Management, 16–32. IGI Global, 2008. http://dx.doi.org/10.4018/978-1-59904-675-4.ch002.

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Quality in servicing customers is an important marketing construct for banks, but idiosyncrasies in the definition of service quality and customer satisfaction, as well as in adapting current instruments to measure them in the international banking industry, constitute major constraints to research and practice. This chapter conceptualizes the quality of banking services based on the perception of 11,936 customers of a major Brazilian bank. Five drivers of banking service quality are developed and argued to be a proxy for customer satisfaction: (1) business and financial transactions, (2) customer relationship, (3) information technology, (4) branch, and (5) image. The resultant framework is expected to serve bank executives when making strategic decisions on how to address the clientele.
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Ebrahim, Rabab, Sumathi Kumaraswamy, and Yomna Abdulla. "FinTech in Banks." In Innovative Strategies for Implementing FinTech in Banking, 100–109. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-3257-7.ch006.

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There has been an extensive boost in the use of FinTech in the Banking sector during the last few years. This chapter provides a comprehensive overview of the new opportunities offered by FinTech to the banking sector, its prospective risks, and the possible challenges to be faced in its adaptation. The authors propose that the new opportunities of FinTech include better digital banking experience, personalized customer services, high-level data security, cost-effective, and efficient services. On the other hand, FinTech results in risks such as security risk, technical risk, regulation risk, financial risk, and reputation risk. Finally, they suggest that the possible challenges of FinTech are a technological adaptation, risk reduction, regulations, and human capital employment.
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Wang, Yen-Yao, Mohana Shanmugam, Nick Hajli, and Hatem Bugshan. "Customer Attitudes towards Internet Banking and Social Media on Internet Banking in the UK." In Advances in Marketing, Customer Relationship Management, and E-Services, 287–302. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8353-2.ch017.

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Internet banking, a cost saving and productive service delivery channel, has become a new focus of banks along with developments in information and communication technology (ICT). The advancements of ICT may help improve customer satisfaction and influence customer attitudes towards Internet banking, especially on the issue of security. This chapter investigates the attitudes of customers in the UK towards Internet banking by conducting 25 in-depth interviews with various documents to supplement our analysis. Results indicate that security is the most important factor affecting Internet banking adoption in the UK. Furthermore, motivated by the growing importance of social media, this chapter also discusses the role of social media on Internet banking and provides some suggestions on how banks can leverage social media to enhance the adoption rate of Internet banking. The detailed results along with discussions, implications, and limitation are discussed at the end of this chapter.
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Panwar, Upendra Singh. "Measuring Service Quality Dimensions in Nationalized and Private Banks." In Web-Based Services, 1774–85. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch078.

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Quality generally refers to something done by human beings at a very high level of excellence, oftentimes in the sense of works of perfection as being distinctive from inferior to mediocre performance. This chapter is an analytical study based mainly on the primary data collected through a scientifically developed scale. The scale was personally administered on a sample size of 202, chosen on a convenient basis from two banks, a nationalized bank and private bank. The scale of Parasuraman, Zeithml, and Berry (1986, 1988) was used here. In order to achieve higher levels of quality service in banking, banks should deliver higher levels of service quality, and in the present context, customers' perceptions are highest in the level of infrastructure facilities of the bank. Owing to the increasing competition in retail banking, customer service is an important part and bank managers should rethink how to improve customer satisfaction.
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Dinçer, Hasan, and Fatih Pınarbaşı. "PESTEL Analysis-Based Evaluation of Marketing Strategies in the European Banking Sector." In Advances in Marketing, Customer Relationship Management, and E-Services, 429–48. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-2559-3.ch020.

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This chapter evaluates the marketing strategies in European banking sector. In this context, six dimensions of PESTEL analysis (politic, economic, sociological, technologic, environmental, and legal) are taken into the consideration. On the other side, interval type-2 fuzzy DEMATEL approach is used to weight the importance of these dimensions. The findings show that technological and political factors have the highest importance. Therefore, it is recommended that technological innovations in the banking sector should be followed by European banks. Within this framework, these banks should design a market research department to follow these developments in the market so that new products and services can be identified. Therefore, technological development should be adopted in the strategy development process. In addition, interest rates defined by the central bank should also be considered by these banks. Hence, adopting marketing strategies according to the interest rate policy of the central banks provides a competitive advantage to the European banks.
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Mittal, Alok Satishchandra, and Sunita Jatav. "Service Quality Significance in Banking Industry with Reference to India." In Advances in Marketing, Customer Relationship Management, and E-Services, 309–23. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0143-5.ch018.

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This research tried to investigate consumer expectations and perceptions about elements of service quality of most used public, private and foreign banks in Indian context and actual services received by the customers. Apart from service quality this research tried to analyze the best bank in terms of benchmarking, which they follow because every time requirements of customers are changing but according to changing customer expectations what steps banks should take during services was also analyzed in research. Data was analyzed by taking expected – perceived /actual services and gap was determined between both of them. Impact of benchmarking and service quality towards expected and actual services was thus found out with regards to the service quality model concerning the influences of perceived service quality.
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Formisano, Vincenzo, Ylenia Cavacece, Maria Fedele, Andrea Moretta Tartaglione, and Alex Douglas. "Service Innovation for Customer Engagement in the Italian Banking Sector." In Advances in Marketing, Customer Relationship Management, and E-Services, 62–87. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7856-7.ch004.

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The financial crisis of 2008 produced various effects on banks compelled to rethink their business models, especially for better customer relationship management following the general climate of distrust among consumers towards financial institutions. In this context, understanding how to both satisfy and engage customers has become very important. The aim of this chapter is to investigate the role of service innovation in customer engagement in the banking sector. This chapter analyzes the effects of innovative services on customer satisfaction through the study of an Italian people's bank and the application of the Kano model. The results allow identifying those services that should be improved, as they are able to increase customer satisfaction and stimulate customer engagement. For practitioners, this chapter provides evidences on how new technologies allow banks to offer high quality and personalized services through which it is possible to improve the experience of customers and their relationship with the bank.
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Conference papers on the topic "Banks and banking - Customer services - Mauritius"

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Tiwari, R., S. Buse, and C. Herstatt. "Customer on the Move: Strategic Implications of Mobile Banking for Banks and Financial Enterprises." In The 8th IEEE International Conference on E-Commerce Technology and The 3rd IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services (CEC/EEE'06). IEEE, 2006. http://dx.doi.org/10.1109/cec-eee.2006.30.

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

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Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which uses the data compiled through the surveys held in Eskişehir with the participation of 500 Islamic bank customers reveals findings that suggest that most of the customers are satisfied with the products and services by the participation banks and that they have high level of awareness on the Islamic banking products.
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Ekşi, İbrahim Halil, and Yavuz Akçi. "An Analysis of Differences in Firms’ Perception of Banks based on Sectors and Number of Monthly Transactions." In International Conference on Eurasian Economies. Eurasian Economists Association, 2011. http://dx.doi.org/10.36880/c02.00284.

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In this study, it was aimed to put forward the perception differences of banks, one of the most important tool of the capital market which is a political tool to develop financial improvement on owners and managers of firms. The data was collected by means of face to face meetings with the managers of 520 companies from manufacturing, trading and service sectors, randomly selected from Adana, Mersin and Gaziantep provinces. The relationship between the perception of banking services and the number of monthly transactions and provinces with the banks with which their firms have business activities was studied by analyzing the collected data and doing the frequency, percentage and ANOVA tests. According to the results of the analysis, even though there was no difference in terms of sectors, there was seen an important difference in terms of the number of monthly transactions and provinces. The satisfaction of different products and services for the firms having relatively fewer number of monthly transactions is also crucial today, when the customer satisfaction is of great importance.
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