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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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C. RADHA PRIYA and KANNIGA PRASHANTH. "Big Data In Banking: A Bird’s Eye View." GIS Business 14, no. 6 (January 18, 2020): 1129–39. http://dx.doi.org/10.26643/gis.v14i6.16861.
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Banking industry is the backbone of any economy. It plays a very significant role in leading the country towards the growth path by improving the gross capital formation, which consecutively improves the GDP. Success of the banking industry depends on its ability to serve its customers efficiently and expeditiously. The functionality of the CRM (Customer Relationship Management) can be effectuated by felicitous use of customer data. Banks have voluminous data about their customers, which most of the banks failed to utilize in a well-timed manner. Banks can fortuitously satisfy their customers by offering much personalized and focused services by pursuing big data analytics and other hi-tech tools or applications. Big data analytics can be actuated in key areas like customer segmentation, offering customer lifetime value, fraud detection, risk modeling, etc. Preeminent banks in the industry are utilizing big data to leverage the accumulated customer data for improvising their services. Big data offers a promising scope of ventures to banks which consider it strategically. This article is attempts to present an overview of the big data application in the banking industry.
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Komulainen, Hanna, and Saila Saraniemi. "Customer centricity in mobile banking: a customer experience perspective." International Journal of Bank Marketing 37, no. 5 (July 1, 2019): 1082–102. http://dx.doi.org/10.1108/ijbm-11-2017-0245.
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Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service. Design/methodology/approach The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method. Findings The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services. Research limitations/implications As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees’ age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences. Practical implications As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers’ value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability. Originality/value The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers’ and the related value, and thus provides original implications for both theory and practice.
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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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Fattah Al-Slehat, Zaher Abdel. "Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector." International Business Research 14, no. 4 (March 19, 2021): 58. http://dx.doi.org/10.5539/ibr.v14n4p58.
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Banks operate in an environment characterized by competition between banking service providers and the continuous development of financial technology. On this basis, the quality of banking services determines the success of banks. This study aims to test customer satisfaction as a mediating variable in the relationship between banking service quality and customer loyalty using the convenience sample method. Using the SmartPLS software, the data analysis and hypothesis test results show that the quality of banking service in all its dimensions positively affects customer loyalty. Moreover, customer satisfaction mediates such a relationship. Accordingly, the Jordanian commercial banking sector should focus on the tangibility dimension and influence customer satisfaction to promote customer loyalty.
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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.
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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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Bakar, Abou, Abdul Hameed, Sana Ullah, and Asad Ali. "The Effect of Religiosity, Bank Image, and Perceived Quality on Customer Purchase Intention towards Islamic Banking." Review of Applied Management and Social Sciences 2, no. 1 (June 30, 2019): 27–35. http://dx.doi.org/10.47067/ramss.v2i1.12.
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Islam is a religion that guides its followers in every aspect of life including economic activities. Islamic banks provide services to their customers on the basis of Islamic principles (Sharia) and guided by Islamic economics. Many factors influence customer Purchase Intention towards Islamic banking services. This study investigates the influence of Religiosity, Bank Image and Perceived Quality on Customer Purchase Intention towards Islamic Banking Services in Pakistan with the mediating role of Customer Attitude. Questionnaire (survey) was conducted to know the customer response about Islamic Banking. A sample of 250 bank customers was taken as respondents. A 5 point Likert scale was used to measure customer responses. Correlations and SEM tests are applied for complete study analysis by using IBM SPSS V21 and AMOS V 21. The findings of the study indicate that Perceived Quality and Bank Image are more influencing factors in determining Customer Purchase Intention. Religiosity also has significant role in forming the customer Purchase Intention towards Islamic banking services. The results suggest that marketers at Islamic banks should adapt marketing strategies that enhance Bank Image and Perceived Quality.
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Nasuka, Moh, Tony Wijaya, and Anas Hidayat. "The role of Islamic marketing ethics for customer loyalty in Islamic banking through customer satisfaction." Economic Annals-ХХI 187, no. 1-2 (February 28, 2021): 189–96. http://dx.doi.org/10.21003/ea.v187-18.
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This study aims to build a conceptual and empirical model of Islamic marketing ethics’ influence on Islamic banks’ customer loyalty through customer satisfaction on salesperson services and customer satisfaction to Islamic banks over the year 2020. This study develops a new theoretical model, namely the ethical behaviour of Islamic marketing which is predicted to influence customer loyalty in Islamic banks by integrating customer satisfaction variables. The marketing ethics measurement model in the current research was built employing the Islamic marketing concept approach. The research paradigm used in this study is post-positivistic. The data were collected from 217 customers of Islamic banks in Central Java utilizing the purposive sampling technique. The results showed that Islamic ethical behaviour has a significant impact on customer loyalty directly or indirectly through customer satisfaction. Customer satisfaction with core services has a direct impact on customer loyalty at Islamic banks.
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Patro, Chandra Sekhar. "Customer Perception Towards Borrowing Bank Loans." International Journal of Productivity Management and Assessment Technologies 3, no. 1 (January 2015): 31–45. http://dx.doi.org/10.4018/ijpmat.2015010103.
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In the present life of an individual finance is an important aspect. This finance is provided by banks to almost all the individuals and all types of business enterprises. Banks provide loans for agriculture, industry, trade, commerce and personal needs of individuals. The growth of banking sector has been highly depending on the needs of the customers, cost of service offered, level of income, repaying capacity, expectation of the customer and the service quality. The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet or exceed the target customer's satisfaction with quality of services expected by them. Hence, the present study is an attempt to know the customers' perception towards different banks and the problems faced while borrowing the loans from the banks. It also throws light on the quality of services, both transaction based and IT enabled in terms of its constituent factors in public sector, private sector and foreign banks.
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Abbasi, Babar Nawaz, Muhammad Umer, Ali Sohail, Jingjin Tang, Ihsan Ullah, and Hifza Abbasi. "SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY IN BANKING SECTOR OF PAKISTAN." International Journal of Management & Entrepreneurship Research 1, no. 1 (June 21, 2020): 1–8. http://dx.doi.org/10.51594/ijmer.v1i1.1.
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The major purpose of the research paper is to measure the quality of service offered by private banks operating in Pakistan. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. In order for a bank offer to reach the customers, there is a need for services. These services depend on the type of product and it differs in the various organizations. Service can be defined as an intangible offer by one party to another in exchange of money for Service quality in the management and marketing literature is the extent to which customers' perceptions of service meet and/or exceed their expectations. Thus service quality can intend to be the way in which customers are served in an organization which could be good or poor. A loyalty program may give a customer advanced access to new products, special sales coupons or free merchandise. Our study shows the three basic aspects of a customer in the banking sector which are service quality, customer satisfaction and banking loyalty in the banking sector. The findings of our study show that most of our respondents are well satisfied with banking services to provide by different commercial and Islamic banks such as HBL, UBL, NBP, MCB etc. in Peshawar sadder. The services provided by the banks particularly ATM machines are very praised by the customers. The loyalty provided to customers by the banks was also very good and most of the respondents were satisfy from that but there were also some major problems in these banking sectors for customers which should be handled as soon as possible for their good services we also find out that the banking policies for customer services and to maintain loyalty with customer should be enhanced more precisely
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Prasad, Gokul, and Anuradha Arthanar. "Customer Satisfaction on Banking Channels." International Journal of Marketing Research Innovation 1, no. 1 (September 27, 2017): 8–15. http://dx.doi.org/10.46281/ijmri.v1i1.98.
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Satisfaction with banking services is an area of growing interest to researchers and managers.This research examined the survey responses of 120 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to their banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers’ satisfaction with Mobile banking, automated teller machines, credit cards, debit cards, internet banking was investigated, and this information was used to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.
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Nyiranzabamwita, Rose, and Jean Bosco Harelimana. "The Effect of Electronic Banking on Customer Services Delivery in Commercial Banks in Rwanda." Enterprise Risk Management 5, no. 1 (November 23, 2019): 33. http://dx.doi.org/10.5296/erm.v5i1.15904.
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The aim of the study was to assess how electronic banking affected customer delivery channels in Rwanda commercial banks. The specific objectives include assessing the effectiveness of e-banking, analyzing the factors affecting the customer delivery system, and also finding out the affiliation that exists between customer service delivery and e-banking in the bank of Kigali. Study participants included 1215 employee and about 350000 bank clients. The total number was 351215 study participants. The sample size was 400, which included both the staff and clients. The study revealed that customer service delivery in Bank of Kigali was explained by the probability of 0.0374 for internet banking; by the probability of 0.0004 for mobile banking; by probability of 0.0010 for electronic tax and that are respectively expected to 3.74% & 0.04% & 0.1% and of probabilities which are less than 10%. If we consider the simple regression theory, there is a probability of less than 10% by each electronic banking factor, which represents functional fitness variability. The R2 is 0.969, whereas the Adjusted R2 is 0.965, which indicates estimated model goodness. Up to 96.9% of the long-run appreciation in customer service delivery is influenced by changes in internet banking; mobile banking; electronic tax as implemented by the organization. Hence, the study revealed of essential affiliation between electronic banking and the observed factors, and the customer delivery channel in Bank of Kigali. The study recommended on sensitization of clients on the utilization and advantages of electronic banking services through having public awareness programs that boost their knowledge of the service.
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Komulainen, Hanna, Saila Saraniemi, Pauliina Ulkuniemi, and Marianne Ylilehto. "End-customer value restructuring the financial service supply chain." Marketing Intelligence & Planning 36, no. 6 (September 3, 2018): 709–20. http://dx.doi.org/10.1108/mip-11-2017-0320.
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Purpose The purpose of this paper is to examine how the customer value experience conveys the restructuring of the service network in the banking industry. The banking sector has often been one of the early adopters of IT in terms of connecting their services and customers. While developing digital services, however, banks are also concerned that they are losing contact with their customers. At the same time, fast developing technologies enable new companies to enter the industry to offer their services. As a result, the service supply chains in the banking industry appear to be restructured. Design/methodology/approach The empirical data were collected by using a qualitative method of focus groups and interviews with end-users of banking services. Findings According to findings, customers value a holistic approach to the services, and such a holistic value cannot necessarily be provided by a single banking service provider because the ecosystem around such services is becoming more complex. Practical implications Service supply chains need to be restructured based on the end-customer value experience. Originality/value This study contributes to value research and especially to the discussion in service experiences by addressing some of the disruptions happening at the industry level. The paper shows that the focus should be on customer value because banks should understand that their services are not enough for the customers—they are only seen as banks, not as providers of the holistic value that is required from the customer’s point of view.
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Khadidja, Zerigui. "The client’s behaviour towards the bank in Algeria (Public Bank Vs Foreign Bank)." Financial Markets, Institutions and Risks 4, no. 1 (2020): 100–108. http://dx.doi.org/10.21272/fmir.4(1).100-108.2020.
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This paper summarizes the arguments and counterarguments within the scientific discussion regarding the behavioral aspects of customer choice of state or foreign bank banking services. The purpose of the study is to study and analyze the behavior of customers when choosing a bank category (state or foreign) to obtain banking services. In order to test the scientific hypotheses, we conducted a survey of clients and bank managers of 12 banks (6 states and 6 foreign). In Algeria, a separate range of financial transactions (in particular, housing lending and investment programs) is entrusted to state-owned banks only, so clients in Algeria do not leave state-owned banks, even if they also start servicing higher-quality foreign banks. The processing of the survey results showed that the key factors that determine the priorities in choosing clients of a state or foreign bank are: the reputation of the bank; tips from friends or acquaintances advice of a bank employee; accident; bank advertising (for foreign banks only). In addition, the choice of the bank by a client in Algeria is influenced by behavioral and institutional factors such as religion, traditions, and social customs. The survey found that just over half of the customers were satisfied with the services of state-owned banks, while 85% were completely satisfied with new banking technologies, ease of use and time savings among foreign bank clients. The main factors that determine the level of customer satisfaction with banking services are ease of knowing cash and payment for services; highly efficient organization and simplicity of credit mechanisms; adherence to the principles of Islamic finance by some foreign banks (alternative finance, where loans and savings do not imply interest rates); more advanced banking services (mainly for foreign banks). Keywords: bank, state bank, foreign bank, customer, competition, bank reputation, banking.
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Mahi Uddin, Md, Mohammad Aktaruzzaman Khan, and Nadia Farhana. "BANKING SERVICES AND CUSTOMER PERCEPTION IN SOME SELECTED COMMERCIAL BANKS IN BANGLADESH: A COMPARATIVE PERSPECTIVE." Indonesian Management and Accounting Research 13, no. 1 (January 2, 2014): 1. http://dx.doi.org/10.25105/imar.v13i1.1160.
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The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet or exceed the target customers' satisfaction with quality of services expected by them. Hence, the present study attempted to study customers' perception of quality of services (both transactions-based and IT-enabled) in terms of its constituent factors and IT adoption in public, private, and foreign commercial banks in this E-age. The present investigation was planned with the objective to assess the extent of use of services especially the IT-enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The study area was Dhaka, the capital city of Bangladesh. Simple random sampling was used for selection of sample branches. The study reveals that check deposition and check clearance are the most popular banking <p>services among the customers of all sample banks. The customers of nationalized banks were not satisfied with the employee behavior and infrastructure while respondents of private and foreign commercial banks were not satisfied with high charges, accessibility and communication. A small number of respondents were using IT-enabled services other than ATM, and a few respondents made complain against their respective banks. Keywords : Transaction-based banking services, IT-enabled banking services, Customer satisfaction, Service quality</p>
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Mthembu, Zoleka, and Seugnet Bronkhorst. "Effect of value-added services on transactional behaviour." Business and Management Review 11, no. 02 (December 15, 2020): 149–60. http://dx.doi.org/10.24052/bmr/v11nu02/art-18.
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Traditional banking methods evolved and include services as a method of differentiation, reducing operating costs, and providing additional benefits to the customer. Banks re-invented themselves and provide innovative solutions to remain competitive. This research explores whether using value added services contributed to changes in transactional banking behaviour and was done in one of the largest banks in South Africa over a period of four months. Two banking products in the youth customer segment were selected. The control group received one treatment at the beginning of the four-month period, and the experimental group received a further three treatments at different times of each month. Two data sets (1) VAS usage and (2) bank transactions were analysed. The results showed that the intervention had a positive effect on transactional banking behaviour. Additional causative factors were identified that increased the usage of value-added services and increased transactional banking behaviour.
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Moghavvemi, Sedigheh, Su Teng Lee, and Siew Peng Lee. "Perceived overall service quality and customer satisfaction." International Journal of Bank Marketing 36, no. 5 (June 4, 2018): 908–30. http://dx.doi.org/10.1108/ijbm-06-2017-0114.
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Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks. Design/methodology/approach The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique. Findings Results show that knowledge and staff competencies, as well as convenience of the bank is more significant for local bank customers while bank image and internet banking are important components for foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as compared to local bank customers. Research limitations/implications No analysis is undertaken of any difference in the service quality dimensions between banks of different size. Further research on banking services could usefully test services quality dimensions across banks of different sizes. Practical implications The findings serve as a valuable reference for local banks understand service quality challenges they may face from foreign banks in this competitive industry. Findings suggest that, to provide high-quality services, financial institutions need to heighten customer satisfaction differentiation strategies. Originality/value The outcomes of this study enhance the knowledge on the performance of both local and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers and industry players in improving their services.
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Mary Liya, K. R. "A Study on Service Quality in Banks with Special Reference to SIB Customers of Thrissur Town, Kerala." Asian Review of Social Sciences 8, S1 (February 5, 2019): 80–83. http://dx.doi.org/10.51983/arss-2019.8.s1.1488.
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In the era of privatization, liberalization and globalization banks play a dynamic role in contributing to the economic development of the country the banking industry in India facing certain challenges that are challenge of quality service, customer satisfaction, customer retention, customer loyalty. Quality service plays a major role in achieving customer satisfaction and creating brand loyalty in banking sector. Service quality is also interrelated to other behavioral outcome of the customers. Study understands the various customer perceptions about service quality factors like assurance, empathy, responsiveness, reliability, and tangibility in banking industry and the satisfaction level towards the banks as service quality reflects the way the banks are performing the present study attempts to explore the perception and expectation of customers in respect to the services provided by banks.
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Kyguolienė, Asta, and Nerijus Makutėnas. "Measuring Gen-Y Customer Experience in the Banking Sector." Management of Organizations: Systematic Research 78, no. 1 (December 1, 2017): 77–93. http://dx.doi.org/10.1515/mosr-2017-0017.
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AbstractThe article analyses customer experience as the subject of marketing research and presents methods for assessing customer experience. The results of empirical research revealing the Gen-Y customer experience in using the Lithuanian commercial banks’ services are presented.
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Subedi, Phul Prasad. "Customer Satisfaction in Retail Banking Services in Nepal." PYC Nepal Journal of Management 12, no. 1 (August 31, 2019): 45–58. http://dx.doi.org/10.3126/pycnjm.v12i1.30585.
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This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.
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Kryvych, Ia, and A. Dranitsyna. "BANKING INNOVATION AS A FACTOR IN STRENGTHENING CONFIDENCE AND CUSTOMER LOYALTY." Vìsnik Sumsʹkogo deržavnogo unìversitetu, no. 3 (2019): 33–39. http://dx.doi.org/10.21272/1817-9215.2019.3-4.
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The purpose of the article is the development of the definition and concept of "banking innovations". The classification of banking innovations is proposed and includes product (development of new or modification of existing banking products), process (improvement of banking business processes), marketing (innovations in sales channels and marketing communications of banks), technological (related to the development of technical bank capabilities) and management (changes in the organizational structure of banks, mechanisms of planning, control, incentives, etc.). The research proves the concept of "banking innovations" can be applied to all innovations in bank functioning. This paper distinguishes definition between finance and banking innovations. Finance innovations are related to the creation and dissemination of new financial instruments as well as financial technologies, institutions and markets. The concept of "banking innovation" should be understood as a process with focus on developing new or improving existing banking products (services), technology of their promotion, as well as new innovative methods of managing banking institutions in order to obtain additional income and competitive advantages. The chronology of the most important banking technologies development is analyzed in this article. Correlations between the innovative activity of banks, technological and scientific achievements of humankind are found.Key trends of development of the banking services market (contactless payment, biometric identification, digital wallets and QR codes, Internet of Things, cryptocurrency, fintech movement) are identified and characterized. The paper is emphasizes the connection between banks' innovation activities, the formation of customer loyalty and the increasing of trust to banks. Keywords: banking innovation, financial innovation, trust, loyalty.
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Singh, Renu, and Garima Malik. "Impact of Digitalization on Indian Rural Banking Customer: With Reference to Payment Systems." Emerging Economy Studies 5, no. 1 (April 7, 2019): 31–41. http://dx.doi.org/10.1177/2394901519825912.
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Moving on from the physical clearance of the cheques to the CTS technology, from brick and mortar model of the banks to the internet banking and mobile banking, launch of BHIM and UPI application, digitalization has become a buzz word in today’s era. Information Technology today has a crucial role to play in an efficient banking system, and Indian banks have placed a strong infrastructure to leverage its benefits by moving on to contextual banking and open Application Programming Interface. Though riddled with lot of risk, banking services have steadily moved forward with digitalization to offer customer services at their fingertips and laptop screens. With Indian Banking Industry competing the world class technology, the rural banking customers still face challenges in embracing digital payments. The article attempts to present the opportunities and challenges recently emerging in the rural banking sector with special emphasis on digitalization and to analyze the importance of digital literacy in today’s banking scenario. This study provides the insights of the digital technology and ways adopted by banks in rural India and to understand the perception and behavior of rural customers toward these services.
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Wahyuni, Salamah, Arif Lukman Santoso, and Yacob Suparno. "The Determinants of Service Quality and Its Impact on Customer Satisfaction (A Survey of Islamic Banks Customers in Indonesia)." Journal of Finance and Banking Review Vol. 2 (4) Oct-Dec 2017 2, no. 4 (December 2, 2017): 36–45. http://dx.doi.org/10.35609/jfbr.2017.2.4(5).
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Objective - This study examines the factors affecting the quality of Islamic banking services in Indonesia, and its impact on customer satisfaction. Methodology/Technique - Questionnaires were distributed to 300 people, with 286 respondents having completed and returned the questionnaires. A descriptive analysis was conducted to ascertain the elements of Islamic banking services. Further, multiple regression analysis was used to analyze the influence of the quality of Islamic banking services on customer satisfaction. The results show that all elements of banking services are not in accordance with the expectations of the respondents as customers, particularly with respect to Automatic Teller Machine ('ATM') services. Findings - The results show that, with respect to all elements examined, the value of expectations was higher than the service received by customers. In addition, not all of the study hypotheses were accepted. The expectations of banking services were not influenced by Word of Mouth ('WOM'), personal characteristics or experience. Further, the source of information obtained, the age or income of the respondents, and their education and experience, did not have an affect on the expectations of Islamic banking services. Novelty - A high quality of Islamic banking services significantly affects customer satisfaction. In an effort to improve services in that industry, Islamic banking in Indonesia would benefit from placing more attention on all elements of the services provided to customers, particularly ATM services. Further, based on the findings of this study, the elements of customer service should be addressed regardless of the characteristics of the customers, such as age, income, education or experience. Type of Paper - Empirical Keywords: Service Quality; Customer Satisfaction; Islamic Banks; Indonesia. JEL Classification: G20, G21, G29.
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Bazini, Evelina. "E-Banking as a Tool for Competition Advantage in Albania." European Journal of Economics and Business Studies 3, no. 1 (December 30, 2015): 214. http://dx.doi.org/10.26417/ejes.v3i1.p214-219.
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The adoption of e-banking is occurring quite extensively as a channel of distribution for financial services due to rapid advances in ICT and intensive competitive banking markets. E-banking offers o lot of benefits which add value to customers’ satisfaction in terms of better quality of service offerings and at the same time enable the banks gain more competitive advantage over other competitors. Internet banking is either offered as a value added service of physical bank branches or a virtual bank where customers can only perform banking transactions through the Internet and it is important to mention that operating costs of a virtual bank are much lower compared to traditional banks. This study is designed to evaluate e-banking as a strategy and related methods adopted in banking sector in Albania to improve the customer satisfaction. The aim was to analyze customers’ perception towards e-banking services, the quality of e-banking services provided by the banks and the constraints in achieving customer satisfaction. The study also recommends the possible and practical additional measures the banks should take in order to achieve maximum customer satisfaction. Data were collected from the bank customers through self designed structured questionnaires. Out of 100 questionnaires distributed, only 62% were returned/ responded back. Non-probability sampling was used due to the limitation of resources and time. Data management and analyses were done using SPSS program and Microsoft excel.
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Ramlugun, Vidisha Gunesh, and Wendy Geraldine Raboute. "Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty?" Studies in Business and Economics 10, no. 2 (August 1, 2015): 128–44. http://dx.doi.org/10.1515/sbe-2015-0025.
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Abstract This study aims to determine how CSR activities of banks in Mauritius impact on customers’ satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll’s (1991) four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsibilities. A three- section questionnaire was used for data collection. 384 questionnaires were distributed, out of which 352 were returned. The results indicate that philanthropic CSR, economic CSR and ethical CSR, in their order of descending importance, are significant predictors of customer satisfaction and loyalty. The study shows that legal responsibilities however did not influence customer satisfaction and loyalty. The study concludes that philanthropic, economic and ethical CSR could be areas to further investigate with a view to benefit from competitive advantage in the banking sector. The study purports to contribute to existing literature by providing evidence that Carroll’s model may not be applicable in non-western context, more particularly so, in small economies. The study also advocates future research avenues.
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Масленников, Анатолий, Anatoliy Maslennikov, Надежда Масленникова, and Nadezhda Maslennikova. "ISSUES OF DEVELOPMENT AND IMPLEMENTATION OF INNOVATIVE BANKING PRODUCTS." Services in Russia and abroad 10, no. 5 (August 29, 2016): 69–80. http://dx.doi.org/10.12737/21197.
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Many banks are successfully working in the conditions of growing competition and declining profitability; they are looking for new options to increase the number of their customers, reduce operating costs and improve the efficiency of operations. Medium-sized and large banks, which, as a rule, have numerous and very costly structure, with great difficulty manage to fulfill these requirements. The solution of this problem is possible through the development and introduction of innovative banking products and the provision of modern banking services. Creation of innovative banking products and services –it is the transition from the focusing on the mandatory adherence to applicable regulations, centralized management and the priority of the executive to the orientation on a customer, decentralized management and technology deserted. Creation of innovative banking products and services - is the transition from the orientation to the mandatory adherence to applicable regulations, centralized management and the priority of an executive to orientation on the customer, decentralized management and untended technologies. The main prerequisites for the development of innovative banking products are: individual approach to customers, the development of information and communication technologies, and the active introduction of self-service. Innovative banking products are significantly less time-consuming for the use of bank employees’ work, but functionally more flexible and profitable; the strategy of commercial banks is built based on them. Creation of innovative banking products and services - it is: 1) a definite step in the development of banking technologies, aimed at building a modern strategy of commercial banks; 2) a new organization of interaction with the client in the delivery of banking services. The concept of creation of innovative banking products and services include the following principles: implementation of responsibility decentralization to the level of additional office; development of intra-entrepreneurship; development of customer-oriented organizational structure; decentralization of work leading to the integration of strategic and operational liability; the introduction of material incentives for the individual activity results on a contract basis; development of self-service based on the complex of automated banking devices and information technologies. Implementation of these principles will lead to the direct process of introduction of innovative banking products and services, and focuses the bank employees on meeting customer needs.
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., Wahyudi, and Endang Ruswanti. "The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty." International Journal of Research and Review 8, no. 4 (April 21, 2021): 293–307. http://dx.doi.org/10.52403/ijrr.20210436.
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One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effect of service quality, trust, and satisfaction on bank customer loyalty. The population in this study is 245 bank customers. This research is causality research using a quantitative approach. Data is collected by using a questionnaire. The analytical method used is the Structural Equation Model (SEM). The results showed that: First, good service quality will increase customer satisfaction. Second, good service quality will increase customer confidence. Third, good service quality will increase customer loyalty. Fourth, high customer satisfaction will increase customer loyalty. Five, high customer trust will increase customer loyalty. Sixth, customer satisfaction and trust is able to mediate the relationship between service quality and bank customer loyalty. Keywords: service quality, trust, satisfaction, loyalty, customers, banks.
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Andaleeb, Syed Saad, Mamunur Rashid, and Quazi Akhlaqur Rahman. "A model of customer-centric banking practices for corporate clients in Bangladesh." International Journal of Bank Marketing 34, no. 4 (June 6, 2016): 458–75. http://dx.doi.org/10.1108/ijbm-10-2014-0156.
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Purpose – Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer-centric banking practices that drive satisfaction of corporate customers in Bangladesh. Design/methodology/approach – Financial managers from a sample of 112 non-financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible factors. Findings – The findings of the study indicate that customer-centric banking is primarily influenced by intangible factors. Among six bank selection criteria analyzed in this study, corporate image, commitment, compassion and consistency are the four significant intangible factors that drive corporate customer satisfaction. The two tangible factors: cost-benefit and convenience were not significant determinants of satisfaction for corporate clients. Research limitations/implications – For lack of sample frames and relative unavailability of corporate respondents, a non-probability sampling technique was used. The study contributes to the existing literature on customer-centric marketing, relationship marketing and bank selection by suggesting that there is a shift in banking needs among corporate clients in developing countries such as Bangladesh. Practical implications – The study contributes to a richer understanding of the customer-centric banking framework, suggesting the service strategies that banks ought to adopt. The results are especially important for developing countries that are experiencing a change in theoretical understanding of customer satisfaction in financial services. Originality/value – Now banks and policy makers can better strategize on building loyal corporate customers for banks, thereby ensuring healthy corporate banking relationship. Banks can also prioritize on the important intangible elements to focus on to satisfy corporate customers. Among other factors, technology adoption, training of corporate customer managers, and emphasizing customer-centric banking policies may help provide better services and obtain higher levels of customer satisfaction.
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Amin, Hindu J., Pauline E. Onyeukwu, and Hope I. Osuagwu. "E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks." INTERNATIONAL JOURNAL OF INNOVATION AND ECONOMIC DEVELOPMENT 4, no. 2 (2018): 51–57. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.42.2004.
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Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.
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Ronny, Mochamad Nurhadi, and Aniek Maschudah Ilfitriah. "The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia." Jurnal Organisasi dan Manajemen 16, no. 1 (June 28, 2020): 36–47. http://dx.doi.org/10.33830/jom.v16i1.821.2020.
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The study aims to understand factors that contribute to satisfaction in using internet banking services. The research in banking marketing used mix method both qualitative and quantitative. Data were collected from 120 respondents who used internet banking banks in Indonesia by filling out questionnaires. Focus group discussion was carried out to deep the factors that contribute to customer satisfaction. The results showed that convenience and reliability are factors that can reduce customer dissatisfaction and inconvenience quickly and precisely. Reliability factor occupies the main position as the cause of customer dissatisfaction in using internet banking (52.08%) while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments influenced the choice of internet banking services priority expected by the customer
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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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Altobishi, Thabit, Gizem Erboz, and Szilard Podruzsik. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector." International Journal of Marketing Studies 10, no. 2 (May 24, 2018): 151. http://dx.doi.org/10.5539/ijms.v10n2p151.
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In general, the managers in financial organizations and institutions are willing to maintain customer satisfaction, in order to minimize their cost and strengthen their competitive advantage.In Jordan, most of the commercial banks offer their banking services electronically. Therefore, this research aims to investigate the effects of electronic banking services on customer satisfaction in the lights of survey questions asked to 175 clients in Jordan. The reviewed literature indicates that convenience, privacy, cost, ease of use, personalization and customization and security are six indicators that affect level of customer satisfaction with E-Banking. The survey questions conducted in these six indicators and statistical results shows a positive relationship between level of customer satisfaction and usage of E-Banking among customers. There is positive relationship between five indicators and level of customer satisfaction and usage of E-Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.
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Janahi, Mohamed Abdulnaser, and Muneer Mohamed Saeed Al Mubarak. "The impact of customer service quality on customer satisfaction in Islamic banking." Journal of Islamic Marketing 8, no. 4 (November 13, 2017): 595–604. http://dx.doi.org/10.1108/jima-07-2015-0049.
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Purpose The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction. Design/methodology/approach The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study. Findings This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction. Research limitations/implications The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction. Practical implications This paper can influence the current Islamic banks with regard to service quality with an ultimate aim of increasing customer satisfaction and retaining customers. Originality/value This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. It reveals that, although customers pay special attention to Sharia’h laws (compliance) in their transactions with banks, the way services are delivered matters to them too.
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Ismail, Hishamuddin Bin, and Mohammad Fateh Ali Khan Panni. "Factors Affecting Customer Retention Toward Internet Banking in Malaysia." Journal of Information & Knowledge Management 08, no. 01 (March 2009): 35–43. http://dx.doi.org/10.1142/s021964920900218x.
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Information and communication technology (ICT) is not a strange medium anymore in business operation nowadays. Most businesses regardless of their industries try to equip themselves with the development of ICT. Polatoglu and Ekin (2001) viewed Internet banking as very attractive to banks and to consumers who have higher acceptance of new technology. The purpose of the study is to find out the extent of the effect of the customer demographics on the online customer retention of the internet banking services; the extent of the influence of the characteristics of innovation on customer retention of internet banking services. The study revealed that the demographic variables do not have any significant impact on the customer retention of the internet banking services. However, the study found that all the innovative characteristics like relative advantages, compatibility, trialability, observability and complexity are found to have significant association with the customer retention of internet banking services.
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Atif Ali Gill, Riaz Hussain Ansari, Kashif Akram, and Muhammad Waseem Tufail. "Application of Cognitive Motivational Relational Theory to Examine the Influence of E-Banking Quality Factors on Customer Loyalty." Journal of Accounting and Finance in Emerging Economies 7, no. 1 (March 31, 2021): 241–49. http://dx.doi.org/10.26710/jafee.v7i1.1608.
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Banks equipped themselves with modern tools to provide innovative and dynamic services to clients. Traditional banking transformed into digital online banking to facilitate customers all over the world through the internet. High-quality online banking services are necessary to retain clients. Customers using online banking services of the top five commercial Pakistani private banks were the study population. A structural equation modeling technique was employed to analyze the hypothesis. The results found the significant impact of reliability, website design, and security on customer trust leading to higher loyalty based on cognitive, motivational relational theory. The research findings provide numerous theoretical and practical implications for banks' administration to make internet banking website design more user-friendly and reliable with enhanced security features that win the customers' trust and strengthen loyalty.
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Chuang, Chao Chao. "Customer Adoption of Internet Banking: An Empirical Investigation in Taiwanese Banking Context." Information Management and Business Review 4, no. 11 (November 15, 2012): 570–82. http://dx.doi.org/10.22610/imbr.v4i11.1015.
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In these days, banks work hard to attract consumers and keep their market share by providing them with more innovative services through Internet banking. Banking services are now just at the distance of one click from the mouse. The purpose of this paper is to explore how and why specific factors affect adoption of Internet banking in Taiwan context. The findings suggest six identified factors are significant in respect of customers’ adoption of Internet banking services. Convenience, accessibility and feature availability are the main motivators for consumers to use Internet banking service. Results also reveal that security and privacy play important roles in discouraging the customers to use Internet banking services. Conclusions and managerial suggestions are proposed to provide a practical contribution for bank managers to better understand customers’ perception of e-banking service quality and enhance customers’ adoption rates.
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D, Suhas, and H. N. Ramesh. "Customers’ eyeshot on Information Technology services in the Banking Industry – A Synoptic View." Restaurant Business 118, no. 10 (October 11, 2019): 557–62. http://dx.doi.org/10.26643/rb.v118i10.9574.
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Globalization has made banks to use Information Technology in offering banking services to customers, and which made customers in creating high expectations in banking services through electronic mode. Electronic banking services are now considered a new delivery channel for banks in India and which made customers access banking services easily and quickly. The transformation of traditional banking to modern banking is started by using Automatic Teller Machines, Bill Payments, E-Fund Transfer and so on. This made customers easy to do banking activitieseven in their homes and offices at any time. The success of E-banking is largely depended on banker’s commitment and participation of the functioning at all stages and customer acceptance. In this view, the present work has made an attempt to study the customer’s perception of electronic banking services. The survey was conducted to 70 customers of nationalized banks in India. The data has been analyzed using percentages and chi-square tests to ascertain the results of the study.
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Melnychenko, Svitlana, Svitlana Volosovych, and Yurii Baraniuk. "DOMINANT IDEAS OF FINANCIAL TECHNOLOGIES IN DIGITAL BANKING." Baltic Journal of Economic Studies 6, no. 1 (March 16, 2020): 92. http://dx.doi.org/10.30525/2256-0742/2020-6-1-92-99.
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The purpose of the research is the definition of the dominant ideas of financial technologies in digital banking. The methods of theoretical generalization, qualitative, quantitative and correlation analysis, causality tests, description and explanation are used, which made it possible to establish the relationship between the volume of investments in financial technologies and the performance of the banking system, identify the areas of application of financial technologies in the activities of the bank, determine the dominant ideas of financial technologies in digital banking and to uncover the factors and prospects of intensifying the use of financial technologies in digital banking in Ukraine. Results of the research are to substantiate the impact of artificial intelligence, biometrics, cloud services, big data, blockchain and open banking services on digital banking. Due to financial technologies in digital banking, it is possible to generate and store large amounts of data, simultaneously analyze and apply the results of their analysis, provide personalized banking services, perform the functions of central storage of information about the client of financial and non-financial nature, which facilitates the effective investment and credit decision-making, as well as improving the level of information security of banking operations. Practical implications. Financial services markets are transformed by the impact of financial technologies. Development of financial technology instruments by non-banking institutions necessitates the identification of opportunities for their use in banks. The set of financial technologies used by banks forms the digital banking system, the development level of which is the main competitive advantage of the bank in the business environment. Digital banking is characterized by the continuity and security of banking services, which provide the consumer with the ability to receive them online anywhere around the clock, personalization of banking services, digital authentication of users and digitization of banking transactions with the replacement of paperwork. The use of financial technologies in digital banking enables to automate customer segmentation processes, reduce costs on payment transactions, optimize accounting, financial and tax accounting, improve customer service and expand your customer base while maximizing revenue in certain business segments. Value/originality. The basic spheres of the use of financial technologies in digital banking, as well as the factors and prospects of intensifying the use of their instruments in Ukraine are revealed. The main areas of use of financial technologies in digital banking are customer behavior analysis, transaction monitoring, customer identification and segmentation, fraud management, banking services personification, risk assessment and regulatory compliance, customer response analysis, process automation, financial advice, investment decision-making, trade facilitation, syndicated loan services, and P2P transfers. The prospects for developing financial technology tools in digital banking include strengthening the interaction between regulators, banks and financial technology companies, the increased use of biometrics, the development of neo-banking and open banking services.
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Shifa Fathima, J. "Digital Revolution in the Indian Banking Sector." Shanlax International Journal of Commerce 8, no. 1 (January 1, 2020): 56–64. http://dx.doi.org/10.34293/commerce.v8i1.1619.
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“Digital” is the new popular expression in all sectors. With other sector, banking is additionally all around the world moving towards digitalization. Banks all things considered and over all areas are making immense investments in digital activities so as to keep up a competitive edge and convey the greatest to its customers. Selection of digitalization is significant for the banking sector. By grasping digitalization, banks can provide upgraded customer services. This provides accommodation to customers and aides in sparing time. Digitalization has transformed manual processes, transactions and exercises into digital services. Over all verticals, buyer needs have been met in entirely imaginative manners, upsetting existing enterprise esteem chains. Digitalization reduces human blunder and in this manner constructs customer unwaveringness. Today, individuals have nonstop access to banks due to online banking. Managing a lot of cash has additionally become simpler. Digitalization has additionally profited customers by encouraging cashless transactions. Customers need not store cash any longer and can make transactions at wherever and time. A few commercial banks began moving towards digital customer services to stay competitive and relevant in the race. Banks have profited in a few different ways by receiving more current innovations. E-banking has brought about reducing costs definitely and has created revenue through different channels. Commercial Banks in India have moved towards innovation by method for Bank Mechanization and Automation with the prologue to MICR based check processing, Electronic Funds transfer, Inter-availability among bank Branches and implementation of ATM (Automated Teller Machine) Channel have brought about the accommodation of Anytime banking. Solid activities are taken by the Reserve Bank of India for reinforces the Payment and Settlement systems in the banks. Indian government, banks, fintech companies have been advancing and changing the manner in which India spends its money. Simultaneously digital revolution additionally raises new challenges to the solidness and the uprightness of the financial system and the protection of buyers. Hence, the present study has been done on the digital revolution in the Indian Banking sector and the study based on the secondary sources of data.
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Mittal, Suman, Krishan K. Garg, and Renu Aggarwal. "A comparative study of retail banking practices in compliance with regulatory standard." Journal of Financial Crime 26, no. 3 (July 2, 2019): 808–35. http://dx.doi.org/10.1108/jfc-11-2018-0118.
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Purpose The Indian banking industry has undergone many changes with the advent of changing economic environment in the country. Many changes have taken place in terms of customer services, work culture, infrastructure, approach to sales and customer relationship management amongst others. This paper aims to attempt to evaluate the adherence of BCSBI code by the banks. Customer perception has been evaluated to analyse the adherence of the code. Also, the authors have tried to evaluate the impact of customer type (mass and class customers) and bank type (based on bank ownership- private and public banks) on the compliance of the code by the bankers or minimum regulatory requirements with respect to customer services. Questionnaire has been developed as per the Banking Code and Standard Board of India (a customer services cell of Reserve Bank of India), and BCSBI has been used as a regulatory standard to compare the level of compliance by the banks. Design/methodology/approach Primary data have been collected from private and public sector banks. In the first step, instrument validity and reliability has been checked by using structural equation modelling; in the second step, descriptive statistics has been used to know the extent of fulfillment of standard by banks; and in the third step, a two-way multivariate analysis of variances has been used to do the comparative analyses of the respondents data. Findings The overall finding of the research shows that overall adherence of the dimension of code are not in sync with the objective of the code. Study also has shown the mindset of the Indian bankers that how they predominantly serve the class customers and push those products to the customers which are target based or earn profitability for the banks and incentives for the banker. Private banks are ahead in compliance with respect to the customer services, but they are also ahead in sales malpractices. Practical implications This study is an eye opener for the regulators, as per BCSBI regulations, surprise supervision take place every year, but this study shows the ineffectiveness of that supervision. Following the BCSBI norms by the banks is just eyewash of regulators, but all the norms are fulfilled only in papers but not in actual practice. Originality/value The research paper is original piece of work; the researcher did not find any study related to BCSBI code in Indian as well as in international literature.