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Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.
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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.
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Sharma, Nikhil, Himanshi, Manish Singh, and Manjula Shanbhog. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2020): 21–23. http://dx.doi.org/10.54646/bijfmr.004.
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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
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Sharma, Nikhil, and Himan shi. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2022): 19–22. http://dx.doi.org/10.54646/bijfmr.2022.04.
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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. Understanding consumer satisfactionwith service quality has gotten increasingly difficult. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, thegoal of this research study is to report on the findings of selected banking services used by customers in India.
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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 4 (December 31, 2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.
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<p>This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the supply chain, within which LSPs adapted their processes to the activities of their customers. The research results present the degree of customer activity in supply chains.</p><p><strong>Theoretical background:</strong> Customer activity in logistics services is mainly understood as part of interaction with providers. This study goes beyond this view by focusing on the independent activity of the customer in solutions related to transport, storage and the management of logistics services.</p><p><strong>Purpose of the article:</strong> The purpose of the article was to review concepts of customer activity in services offered by LSPs in food-sector supply chains; customer activity was characterised and applied in exploratory research.</p><p><strong>Research methods:</strong> A literature review, comparison of groups of customers, and a direct diagnostic survey method were all used.</p><p><strong>Main findings:</strong> The perspective of customer activity predominating among customers allows LSPs to pursue different activities on behalf of different groups of customers. This article contributes to research on logistics services while focusing on the concept of customer activity.</p>
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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (June 30, 2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.
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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitable. This study was focusing towards the ―New Innovation of Airtel and its success in the Market‖. The researcher would like to conclude the study by re-emphasizing for the proper service to the customer after the sales is been made, and even the cost of the internet is also not reasonable.
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (July 14, 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.
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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (October 2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.
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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.
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B, Abdul Suban. "Effect of E-Banking Services on Customer Value and Customer Loyalty." Shanlax International Journal of Commerce, 6, S1 (August 12, 2018): 34–40. https://doi.org/10.5281/zenodo.2532933.
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In Percent years, the Electronic Banking Services have formed to give the impression is widely as an electronic channel of conducting financial transactions to the customers. In the Tiruchirappalli commercial banks carry on to offer most of their banking transactions usingelectronically. The E - Banking services are theinternettransactions, and transferring electronic funds, whereby customers produce services forthemselves without assistance from banker.The objective of this study is to investigate the effect of electronicbanking services on Customer value and Customer loyalty in Tiruchirappalli commercial banks. Were this banks are chosen and questionnairesdistributed on banks customers those using e-banking services,operationalquestionnaires were analyzed; the results exposed that e-banking services have apositive effect on customer value and customer loyalty. In addition the researchalso indicated that there is an secondary effect of E-Banking Services on Customer Loyaltythrough Customer Value as mediator.
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Mandal, Pratap Chandra. "Services and Their New Realities." International Journal of Service Science, Management, Engineering, and Technology 12, no. 5 (September 2021): 1–13. http://dx.doi.org/10.4018/ijssmet.2021090101.
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Companies providing services operate in a dynamic business environments. They require understanding and appreciating the new service realities. They should devise and implement appropriate strategies to sustain the competition. The objective of the study is to analyze the strategies. New service realities include shifting customer relationships, customer empowerment, and customer co-creation. The study aims at a conceptual analysis of the literature. Service companies require satisfying both customers and employees to remain competitive. Companies should aim to prevent service failures from occurring, rectify service failures once they have occurred to the satisfaction of customers, involve employees at each stage, and ensure that employee enthusiasm and motivation are high. Findings of the study suggest that proper understanding of the new service realities will allow companies to develop strategies, implement the strategies, and execute the strategies effectively. All such initiatives provide a direction for service companies to excel, delight their customers, and build long-term customer relationships.
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Hayat, Kumala, and Rahmat Daim Harahap. "Evaluation of Teller Services to Customers and Analysing Customer Satisfaction with Teller Services at BSI KCP Lauser." Muhasabatuna : Jurnal Akuntansi Syariah 6, no. 2 (December 30, 2024): 219–28. https://doi.org/10.54471/muhasabatuna.v6i2.2958.
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This study discusses the effect of service quality on customer satisfaction in Islamic banks. The purpose of this writing is to know what is customer satisfaction and service quality how to measure service quality, and what are the factors that cause customer satisfaction. This writing can also be seen how the relationship between service quality and customer satisfaction. In conducting research the author uses the literature study method, the author gets references from reliable sources. The results showed that all dimensions of service quality have a significant positive effect on customer satisfaction, which means that the better the quality of service ranging from physical evidence, responsive data, reliability, assurance and empathy provided by Islamic banking will be able to increase customer satisfaction and vice versa. Service is not just about providing services to customers, but also understanding customer needs and desires. A good service must start from understanding the needs and desires of customers, providing the right solution, always updating and improving services, listening to customer feedback, and always being balanced with competitive prices and satisfying product quality
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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira, and Nancy V. Wünderlich. "Understanding the customer experience with smart services." Journal of Service Management 31, no. 4 (July 6, 2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.
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PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.FindingsThe findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.Originality/valueSmart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.
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FYNE, SYLVESTER OROGHEKWOKWO, and Siti Aida Samikon Dr. "IMPACT OF CUSTOMERS PRIOR EXPERIENCE ON NIGERIAN CUSTOMER LOYALTY TO INSURANCE SERVICES." International Journal of Novel Research in Education and Learning 9, no. 4 (August 24, 2022): 91–107. https://doi.org/10.5281/zenodo.7018959.
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<strong>Abstract:</strong> The report emphasized the part and the significance of client fulfillment and devotion. Clients are the connection to a trade victory. A commerce organization ought to center on a tremendous number of clients, for this client fulfillment and devotion ought to be consolidated along the long-term objectives. This proposition was actualized to an analyzing the relationship between client fulfillment and client relationship. The objective of this inquire about is to ponder the concept of client fulfillment, client dependability and its relationship. Additionally, this proposal ponders the variables that impact client fulfillment and loyalty. Using the Nigerian insurance companies as a point of this research helps understands more on the customers loyalty based on prior experience and as well as the impact. This proposition too analyzes the variables that have effect on client fulfillment and result in client loyalty. In this thesis, the theoretical background chapter reviews studies on customer satisfaction and customer loyalty and the relationship of these two based on prior experiences and reasons to why the aim of any company shouldn’t just be focused on recruiting new customers but maintaining the old ones. Various methods that have been widely used to measure customer satisfaction and the outcome results of having loyal customers are presented. In conclusion, this research is to understand and have more knowledge on the impact of customer prior experience on Nigerian customer loyalty to insurance services. <strong>Keywords:</strong> Customer Satisfaction, Customer Loyalty, insurance services, prior experience, Service Quality, Value. <strong>Title:</strong> IMPACT OF CUSTOMERS PRIOR EXPERIENCE ON NIGERIAN CUSTOMER LOYALTY TO INSURANCE SERVICES <strong>Author:</strong> FYNE SYLVESTER OROGHEKWOKWO, Dr. Siti Aida Samikon <strong>International Journal of Novel Research in Education and Learning</strong> <strong>ISSN 2394-9686</strong> <strong>Vol. 9, Issue 4, July 2022 - August 2022</strong> <strong>Page No: 91-107</strong> <strong>Novelty Journals</strong> <strong>Website: www.noveltyjournals.com</strong> <strong>Published Date: 24-August-2022</strong> <strong>DOI: https://doi.org/10.5281/zenodo.7018959</strong> <strong>Paper Download Link (Source)</strong> <strong>https://www.noveltyjournals.com/upload/paper/IMPACT%20OF%20CUSTOMERS%20PRIOR%20EXPERIENCE-24082022-3.pdf</strong>
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Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (May 31, 2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.
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As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.
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Ngamvichaikit, Anothai, and Rian Beise-Zee. "Customer preference for decision authority in credence services." Managing Service Quality 24, no. 3 (May 6, 2014): 274–99. http://dx.doi.org/10.1108/msq-03-2013-0033.
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Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study but should be further studied. Practical implications – The study confirms that offering decision authority to customers increases satisfaction only under certain circumstances. Customers are willing to relinquish authority to credible service providers who then direct customer decisions in order to maintain service quality. Offering decision autonomy to customers is suggested when provider credibility is low and customer persuasion knowledge is high. Originality/value – Analysis of credence service encounters is based on agency theory. Specifically, this study highlights the role of customer (principal) persuasion knowledge, which acts as a qualifier for the principal-agent problem because it alerts the customer to possible persuasion attempts by the service provider, whereas agent credibility eases customer suspicion.
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Annisya, Sekar Cakra Buana, Dwi Prihartina Mukjizah, Pertiwi Hari Sandi Santi, and Epty Hidayaty Dwi. "Pelayanan Jasa Service Komputer Dalam Meningkatkan Loyalitas Pelanggan Recovery.U." Madani: Jurnal Ilmiah Multidisiplin 1, no. 5 (June 9, 2023): 334–39. https://doi.org/10.5281/zenodo.8019163.
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Computer service providers need to pay attention to the needs and expectations of customers to retain and attract new customers. Companies also need to invest in employee training and development, improving operational processes, and improving service efficiency. Quality computer service services have a very important role in increasing customer loyalty. The purpose of this industrial visit is to provide direct experience and insight to understand directly how the computer service process is carried out and can provide an opportunity to see firsthand how computer technicians carry out their duties. The author uses a descriptive method with an observative. Primary data obtained is through interviews and direct observation of business actors and secondary data obtained from articles or books related to the title of writing. Based on the industrial visit, the authors obtained the results that the Recovery.U company prioritizes service both technically and provides responsive suggestions and input in handling customer requests to increase customer loyalty. Quality and satisfaction affect customer loyalty. Creating customer satisfaction with good service quality has benefits such as providing a good basis for repeat use of services by customers because it creates customer satisfaction and loyalty. To be able to improve the company's services, it is necessary to increase the number of employees needed based on the volume of work, the level of customer demand, and the scope of services offered so that in the future it can receive more customer requests every day due to the appropriate employee capacity.
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Maduabuchi, R. Ihekoronye, P. Osemene Kanayo, O. Erhun Wilson, and O. Afolabi Margaret. "Customers' Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey." Journal of Health and Medical Sciences 4, no. 1 (January 30, 2021): 8–17. https://doi.org/10.31014/aior.1994.04.01.150.
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Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.
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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.
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This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.
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K. Baranidharan and T. Suganya. "Satisfaction of Customers with Digital Marketing Services." December 2023 2, no. 2 (December 2023): 382–97. http://dx.doi.org/10.36548/rrrj.2023.2.009.
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Customer satisfaction management is a frequently used approach for managing a company's relationships with customers, clients, and sales prospects. It entails utilizing technology to organize, automate, and synchronize company operations, primarily those related to sales, but also those related to marketing, customer care, and technical support. The overarching aims are to locate, attract, and keep new clients while nurturing and retaining those the organization already has; convince former clients to return; and minimize marketing and client service expenditures. Customer satisfaction refers to a company-wide business strategy that includes customer-service and other divisions. This research's major goal is to perform a statistical analysis on customer satisfaction with digital marketing services of sign ware technology. The research may be carried out by soliciting consumer input and comparing the outcomes to the predicted results. By studying and comparing the perception of the customers of sign ware an effective relationship with the customers is observed.
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Li, Minglong, and Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior." International Journal of Contemporary Hospitality Management 30, no. 4 (April 9, 2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.
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Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee innovative behavior and then tested the hypotheses in a restaurant context. Design/methodology/approach A total of 514 valid questionnaires were collected from frontline employees or entry-level managers in 25 well-known restaurants (including 14 hotels and 11 freestanding restaurants) in Beijing, China. The relationships among customer participation, interpersonal trust and employee innovative behavior were examined using structural models analyzed in AMOS 20.0. Findings The structural equation modeling results indicate that customers’ information and emotional participation in services significantly influence the innovative behavior of employees, whereas behavioral participation does not. In addition, a high level of interpersonal trust between customers and employees may increase employee innovative behaviors. Moreover, unlike cognitive trust, affective trust mediates the relationship between customer information or emotional participation and employee innovative behavior. Practical implications Findings indicate that service firms can encourage customers to participate actively in service co-creation; their participation in terms of information is encouraged to foster employee innovative behaviors by training employees and establishing an appropriate climate for information exchange. Moreover, service firms must pay attention to the emotions of customers during the service processes. Furthermore, the affective trust between customers and employees is significant to service firms, which need to take measures for employees to manage their relationships with customers well. Originality/value Based on the concepts of service marketing and organizational behavior, this study contributes to the research on customer–employee co-production and employee innovative behavior from an interdisciplinary perspective. The study reveals the influencing mechanism of customer participation on employee innovative behavior and contributes to the research on customer–employee interpersonal trust. Previous studies emphasized the importance of trust among work group members in innovation, while this study supports the association between customer–employee interpersonal trust and employee innovative behaviors.
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T, Muthukalyani, and Irinsutha A. "Customer Satisfaction Towards E-wallet Services." International Journal of Religion 5, no. 11 (August 3, 2024): 5253–59. http://dx.doi.org/10.61707/wjksxe09.
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The Researcher focused on the customer satisfaction and customer satisfaction towards E-wallets in this study. This study evaluates the factors that has influence on the customers satisfaction while using E-wallets. In recent days everyone uses their mobile phone to make each and every transaction using mobile wallets. E-wallets create a high impact among the people of India. The present study is carried out by the researcher using questionnaire by a survey conducted among the electronic wallet users to find the extent of satisfaction of the customers. The study focuses relationship between demographic factors and satisfaction level of the customers.
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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (October 9, 2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.
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Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to supplement the extant discussion on customer units and ecosystems. Findings Secondary customers are exposed to secondary vulnerability and their well-being is affected by the services provided primarily to their loved ones. The most recurring needs of secondary customers concern psychosocial support, communication and information and cultural sensitivity. Practical implications New perspectives on understanding the “customer” concept in an extended sense. This assists in supporting the customers’ dynamic activities and processes within the customer ecosystems. To address care service customers’ loved ones’ vulnerabilities and needs and to support their well-being, they should also be recognised as customers – “secondary customers” – with patients being the “primary customers”. Social implications The results are especially relevant when considering services’ influences on vulnerable customers’ ecosystems and on individuals within them. It is important to recognise that beyond a vulnerable customer, several secondary customers may be exposed to secondary vulnerability, needing support. Originality/value The paper is apparently the first to connect the constructs “primary” and “secondary customer” and customer vulnerability to the customer ecosystem discussion. Also, essential future research questions are provided.
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Achmad Rasyid Jauhari, Hanif, and Mujahid Shiroth Rasyid Jauhari. "CUSTOMER SERVICE STRATEGY IN INCREASING THE NUMBER OF CUSTOMERS AT BANK BJB SYARIAH BRAGA BRANCH OFFICE." Journal of Public Administration 1, no. 1 (May 14, 2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.
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Very tight competition in the world of banking services business has forced banking service companies to compete for the hearts of customers. Every company wants to maintain its presence in customers in order to survive and expand market share. To be able to entering the market, the company is required to meet customer needs by improving services. Bank bjb Syariah Braga Branch Office preparing staff employees who are able to handle their customers, which is usually called customer service. Customer service has the main task of providing services and fostering good relations with customers, therefore Bank bjb Syariah Braga Branch Office makes a special strategy so that customers feel comfortable so that it affects the number of customers who come to the office because of the services provided by customer service. The problem in this research is how the strategy of customer service in providing services to customers and the efforts that affect customer service at Bank bjb Syariah Braga Branch Office. The purpose of this research is to determine the strategy of customer service in providing services to customers and the efforts that affect customer service at Bank bjb Syariah Braga Branch Office. In this study the authors used qualitative research by using this research to produce descriptive data. Overall, it can be concluded from this research that it shows that the customer service strategy in providing services to customers, namely, competence (competence), trusted & trust (trust and be trusted), honesty (honesty), service excellent (excellent service), and innovation (change). As well as the efforts made by customer service in increasing the number of customers, the first is seven new accounts in one day, the second is cross selling, the third is roll play and the last is shopper. Thus, based on the results of this study, it is expected that the customer service of Bank bjb Syariah Braga Branch Office can improve good service to customers.
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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (February 28, 2023): 600–602. https://doi.org/10.5281/zenodo.7748517.
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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon the customer expectation in terms of service, they might receive the service providers ability and talent to present this expected service. Successful service providers add benefits to their offering that not only satisfy the customers but also surprise and delight them. Service quality can be related to service potential (e.g. the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees and distinct from the quality that the customers perceived. From the point of business administration, service quality is an achievement in customer service, it reflects at each service encounter. Customers from service expectations from past experiences and marketers, customers compare perceived service with expected service.
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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (February 28, 2023): 746–48. https://doi.org/10.5281/zenodo.7788398.
Pełny tekst źródłaStreszczenie:
Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon the customer expectation in terms of service, they might receive the service providers ability and talent to present this expected service. Successful service providers add benefits to their offering that not only satisfy the customers but also surprise and delight them. Service quality can be related to service potential (e.g. the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees and distinct from the quality that the customers perceived. From the point of business administration, service quality is an achievement in customer service, it reflects at each service encounter. Customers from service expectations from past experiences and marketers, customers compare perceived service with expected service.
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Desrinawati Tindaon and Sudianto Manullang. "Analisis Sistem Antrian Pada Masa Pasca Covid’19 Dengan Model Multi Channel-Multi Phase Dalam Optimalisasi Pelayanan Nasabah Bank BRI Unit Aek Kanopan (Labura)." Student Scientific Creativity Journal 1, no. 3 (May 4, 2023): 179–89. http://dx.doi.org/10.55606/sscj-amik.v1i3.1357.
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Administrative and banking services at PT. Bank BRI Unit Aek Kanopan (Labura) has 2 services consisting of teller services and customer service services. Teller services and customer service services often experience queues of customers coming and making service transactions. This study aims to determine the optimal level of the queuing system for teller service and customer service with the help of C Sharp application. This study discusses the shape of the queuing model. The queuing model used is Multi Channel-Multi Phase with the control notation type (M/G/2)∶ (FIFO/∞/∞). The Multi Channel-Multi Phase model is a multi-stage multiple-line queuing system method. With a FIFO (First in first out) service pattern, namely first come first served earlier and earlier out. The results of this study are based on the results of calculating arrival patterns and service time patterns, there are 2 parts to the research results consisting of teller services and customer service services. In teller service, the average customer arrival (λ) is 1.48 customers per minute, the average customer that can be served (μ) is 5.12 customers that can be served per minute, and the average level of service intensity ( ρ) is 3.78 < 1. Furthermore, in customer service, the average customer who comes (λ) is 0.83 customers who come per minute, the average customer who can be served (μ) is 0.01035 customers that can be served per minute, and the average level of service intensity (ρ) is 0.015 < 1. Based on the results of the analysis of the queue system for teller service and customer service, it can be concluded that the optimal level of teller service and customer service can be said to be sufficient effective and optimal. In order to make the service more effective, add one service line or service facilities for both services.
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K, Baranidharan. "Customer Satisfaction towards Digital Marketing Services." International Journal of Advance Research and Innovation 11, no. 3 (July 31, 2023): 1–6. https://doi.org/10.69996/ijari.2023001.
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Relationship management with consumers, clients, and potential buyers is often handled through Customer Satisfaction Management. Using technology to streamline, automate, and coordinate business processes is what it's all about. This includes sales-related tasks, but also marketing, customer service, and technical support. The main goals are to find new customers, keep the ones you have, and grow your business; get your old customers to come back; and reduce your marketing and customer service costs as much as possible. The term "Customer Satisfaction" describes an enterprise-wide approach to doing business that encompasses customer service and other departments. The primary objective of this project is to study the level of contentment that signware-based digital marketing services provide to their clients. To do the study, it is possible to ask consumers for their feedback and then compare the findings to the predictions. An effective interaction with clients can be achieved by analyzing and comparing their view of signware.
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Moliner-Tena, Miguel Angel, Diego Monferrer-Tirado, and Marta Estrada-Guillén. "Customer engagement, non-transactional behaviors and experience in services." International Journal of Bank Marketing 37, no. 3 (May 7, 2019): 730–54. http://dx.doi.org/10.1108/ijbm-04-2018-0107.
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Purpose The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty). Design/methodology/approach To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks. Findings Results confirm bank customer engagement as the mediating variable between customer experience outcomes and non-transactional behaviors. Practical implications Banks should design physical spaces with an atmosphere that will have a positive impact on their customers, and pay particular attention to interactions with contact personnel and other customers present at that moment of truth. The new concept of the branch now being introduced looks to the future, transforming it into a place to attend to and advise customers, and designed to encourage and facilitate a more personal and enduring relationship. This transformation includes longer opening hours and a concept that appears to draw from the store model. Its design is more accessible, more agile, more welcoming and more digital, conceived to attract the customer’s attention from the first moment. Originality/value The contribution of this research is related to the analysis from a theoretical and empirical perspective of the mediating impact of customer engagement between customer experience outcomes (satisfaction and emotions during the service) and non-transactional behaviors (advocacy and attitudinal loyalty).
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Kumar, Pushpender, and Anupreet Kaur Mokha. "Electronic Customer Relationship Management (E-CRM) and Customer Loyalty." International Journal of E-Business Research 18, no. 1 (January 2022): 1–22. http://dx.doi.org/10.4018/ijebr.293292.
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This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.
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Sonali, Dubey, Upadhyay Aditi, Yadav Arvind, Chourey Deepak, S. Jayraj, and Yuvraj. "Customer Views on Banking Services." Journal of Research and Review in Digital Marketing and Communications 1, no. 2 (August 8, 2024): 13–19. https://doi.org/10.5281/zenodo.13269296.
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<em>The banking system is a crucial component of a nation's economy, indispensable in modern society. It plays a vital role in the economic development of a country and forms the backbone of the money market in advanced economies. Globalization has introduced significant changes in the products and services offered to Indian customers, leading to a noteworthy transformation in the Indian banking sector over the past decade. This study examines the services provided by public and private sector banks, focusing on customer perceptions in Bhopal city. It also analyzes improvements in banking services. Various tools were used to analyze the data. The study aims to assist bankers in educating their customers by providing technologically advanced services to enhance customer satisfaction.</em>
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Tantonio, Michael Claudius, Adil Fadillah, and Sulistiono Sulistiono. "Prosedur Pelayanan Customer Service Pada PT Bank Rakyat Indonesia Unit Cijeruk." Jurnal Aplikasi Bisnis Kesatuan 4, no. 2 (August 9, 2024): 263–72. http://dx.doi.org/10.37641/jabkes.v4i2.1891.
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Customer Service is an art that combines human emotions, behavior, understanding, feelings, and impressions from the customer's point of view. Customer satisfaction will increase through the provision of good service, thus making customers loyal and having a positive impact on the business. which makes customers use the company's products and services repeatedly and contributes to the profit desired by the business at the bank.The purpose of this discussion is to understand Customer Service services provided to customers, know the problems or obstacles faced and understand the alternatives in dealing with obstacles.The results of this discussion indicate that the services provided to customers when performing services have been carried out in accordance with procedures, the services provided have met the needs and expectations of customers. There are obstacles from banks and customers, from the bank, namely the Internet network provided sometimes errors, from customers, namely different customer characters, little customer knowledge about the terms of management, and not completing the requirements. The alternative is to improve and update facilities and systems, and explain to customers based on the regulations that apply to the company. Keywords: Service, Customer Service
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Ahmed, Irfan, Shahid Mahmood ., and Umar Farooq . "Determinant Attributes of Customer Choice of Banks, Supplying Mortgage Products." Journal of Economics and Behavioral Studies 4, no. 5 (May 15, 2012): 287–96. http://dx.doi.org/10.22610/jebs.v4i5.329.
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The present study focuses on finding out the main attributes that determine the customer’s choice of bank for supplying the mortgage products. The data has been gathered through questionnaires from 400 customers using mortgage products of different banks. Reviewing the literature four variable are taken for study to determine the dependent variable customer choice of banks using mortgage products and they include cost of bank, quality of services, confidence of customer in bank and convenience of customer using mortgage product. Results were analyzed using ordinary least square (OLS) regression and correlation techniques and findings of the data have been tested which appeared as significant statistically. The results indicated that choice of customers for the mortgage product depends on all the independent variables like quality of services, cost of mortgage product, confidence level of customers build by the bank and convenience of the customers. Further analysis can be done on exploring more independent variables, which are important for customers in choosing a bank providing mortgage products.
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Eskiler, Ersin, and Furkan Safak. "Effect of Customer Experience Quality on Loyalty in Fitness Services." Physical Culture and Sport. Studies and Research 94, no. 1 (March 1, 2022): 21–34. http://dx.doi.org/10.2478/pcssr-2022-0003.
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Abstract Customer experience quality is an important and relatively new concept for service businesses in gaining a sustainable competitive advantage. Although the literature on customer experience quality is expanding, there is a gap concerning the antecedent and consequences of customer experience in fitness services. In this context, we tested a model that explains the precursors and implications of customer experience quality in the context of fitness services. This study was based on a non-experimental, depictive, and descriptive design. Within the scope of this study, 287 participants (216 male, 71 female) selected through a convenience sampling technique applied a self-administered questionnaire. Data were analyzed through confirmatory factor analysis and a structural equation model. The findings show that service result quality, customer–employee interaction quality, and customer–customer interaction quality affect customer experience quality, which in turn affects customer loyalty. These results show that improving the service outcome quality results in customers who experience high-quality customer–employee and customer–customer interactions becoming loyal customers.
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G, Divya, and Jacklin P. "Customer Satisfaction is Banking Service." Shanlax International Journal of Commerce, 6, S1 (September 12, 2019): 144–48. https://doi.org/10.5281/zenodo.2532975.
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Customer satisfaction is the main objective of any banking sector to provide quality product which help in retaining the customer. In Traditional banking the customers used to stand in a long queue to fill the forms for deposit or withdrawals but now the modern banking does not face all this difficulty it has bought modern technology to provide better satisfaction to its customers like online banking, credit card facilities, online payment and transaction. This study is to understand if the customers are satisfied with the modern technology and does the bank put an effort to educate their customer regarding upcoming technology which the bank is going to adopt. Banking being a customer-oriented service industry, customer satisfaction is the KING of criteria to assess any banking business.
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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (June 29, 2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.
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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstration services at the cosmetics stores in Seoul and the metropolitan area from December 3 to 31, 2021. For the analysis, 232 samples were used, excluding 8 samples that were deemed unusable.Results: First, customers who experienced experience and demonstration services in cosmetics stores have a positive effect on customer value creation. Furthermore, this positive effect extends to customers' psychological well-being and satisfaction. Second, in the context of the relationship between customer information and subjective well-being, customer value creation has been demonstrated to have a partial mediating effect.Conclusion: Experience and demonstration services offer by cosmetics stores with high-quality content can enhance customer participation and encourage active customer engagement. Consequently, they contribute in, improving functional satisfaction, enjoyment and social value for customers. By efficiently achieving mutual value creation between companies and customers through leveraging such customer information, these services can function as strategic marketing tools. Moreover, they play a crucial role in completing the image improvement of companies and their cosmetic products by projecting customers' happiness on to cosmetics and services offered.
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Taheri, Babak, Filipe J. Coelho, Carlos M. P. Sousa, and Heiner Evanschitzky. "Mood regulation, customer participation, and customer value creation in hospitality services." International Journal of Contemporary Hospitality Management 29, no. 12 (December 11, 2017): 3063–81. http://dx.doi.org/10.1108/ijchm-07-2016-0389.
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Purpose Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to assess the link between mood-regulatory processes and customer participation in value creation. Design/methodology/approach This study develops a model that relates mood-regulatory processes to customer participation and customer value creation, and tests it with a sample of 419 hotel customers, using partial least squares estimation. Findings It is found that mood clarity relates directly with customer relational value; mood monitoring relates directly with customer participation as well as directly and indirectly with customer economic and relational value; and mood repair relates directly with customer participation and customer economic value, as well as indirectly with customer economic and relational value. Research limitations/implications This is a cross-sectional study limited only to hotels in Iran. This is the first study to evaluate the relationship between mood regulation with customer participation and value creation. Hospitality service organizations interested in promoting customer participation may consider mood as a segmentation criterion. Originality/value Value creation theory was applied to identify the relationship among customer mood regulation, participation, economic value and relational value, as it is first attempted in the hospitality studies.
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Rowell, Agliones Diaz. "Quality of Service of Selected Courier Service Company in Cabanatuan City: It's Implication to Customer Satisfaction." International Journal of Management Sciences and Business Research 7, no. 11 (November 30, 2018): 162–68. https://doi.org/10.5281/zenodo.3490197.
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The study was prepared in the conjecture that customer satisfaction reflects the quality of service of a company. Thus, this study aims to determine the customer satisfaction on the services provided by selected courier services in Cabanatuan City, Nueva Ecija for the further implication of satisfaction in meeting customers’ expectation. The study used the descriptive-quantitative method of research. This research method is a combination of two model; descriptive and quantitative. More specifically, the researchers want to know the relationship between respondents’ socio-demographic profile and the level of satisfaction and how significant is the difference between customers and employees satisfaction. The study used statistical data to analyze the results using Pearson Product Moment Correlation to measure the relationship of the socio-demographic profile and t-test for the significant difference on the customers and employees satisfaction, and a Cronbach's alpha was executed on a sample size of 26 customers of LBC , the 20% of the target respondent. The findings revealed that customers are satisfied with the services of courier companies. The level of satisfaction has indicated a significant relationship to some area of services. It shows that the satisfaction of the respondents is significant among the total population of the customers in the courier services. The findings also show the high expectation of customers which need to be addressed by the courier companies.
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Manjushree, S. "Customer Preference towards Use of ATM Services." ComFin Research 8, no. 4 (October 1, 2020): 23–27. http://dx.doi.org/10.34293/commerce.v8i4.3290.
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Automated teller machines have altered the relationship between banks and their customers and competitive relationships among banks. ATMs are self-service vendor machine it permits customers to do anywhere, anytime banking both the bank and customers stand to gain in several ways. In contrast, ATMs bring down the cost per transaction, increase efficiency by reducing the workload of staff, they help to increase accuracy, speed, save time, money and effort of customers. Thus ATM impacts customer services and leads to better customer satisfaction. They enable the bank to transact more business by offering various services in a cost-effective way on one side and to get more customer satisfaction on the other. To analyze the relationship between demographic variables and preferences to use ATM, a structured questionnaire was used to collect the data from a random sample of 50 customers from a syndicate bank in Bhadravati, percentage analysis and chi-square test are applied for data analysis and interpretation. Finally, it attempts to offer suitable suggestions and conclusions to enhance the awareness of ATMs and other related modern services provided by the banks.
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Parera, Jurgen, James D. D. Massie, and Emilia M. Gunawan. "ANALYSIS OF CUSTOMERS LOYALTY ON ONLINE SHOPPING PLATFORM DURING PANMDEMIC COVID 19 (CASE STUDY LAZADA ONLINE SHOPPPING PLATFORM)." Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 11, no. 4 (October 17, 2023): 302–10. http://dx.doi.org/10.35794/emba.v11i4.51367.
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The objective of this research is to analyze the customer loyalty on online Shopping Platform Lazada. The sample taken are 11 customer of online shopping platform in University of Sam Ratulangi Manado and from the 4 indicator-Customers tend to use services frequently, Customers are willing to return to use the services, Customers are not interested in switching, Customers will provide positive information to others, Customers will recommend to others that can be collude almost all of the sample are considered as a loyal customer of Lazada customers demonstrate that all those factors, of Customer Loyalty Keywords: customer loyalty
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Mehak and Khalid Ilma. "Customer's Satisfaction Towards E-Banking Services." RECENT RESEARCHES IN SOCIAL SCIENCES & HUMANITIES 11, no. 2 (June 28, 2024): 1–6. https://doi.org/10.5281/zenodo.13337128.
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All business organizations should listen to customers and stakeholders. In previous studies, resultshave shown that an organization's longterm success depends on its ability to create and maintaincustomer satisfaction and willingness to change. To ensure customer satisfaction, organizations needto take appropriate measures to develop and improve processes and procedures. The results estimatethe financial capacity of the organization. This ebanking customer satisfaction program must beprepared meticulously. New methods for customer satisfaction are becoming important tools formarketing organizations.
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Dewarani, Geraldine, and Yeshika Alversia. "The influence of customer involvement and engagement on co-creation of services, satisfaction, and loyalty: The case of Software as a Service." Innovative Marketing 19, no. 2 (April 12, 2023): 27–37. http://dx.doi.org/10.21511/im.19(2).2023.03.
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Software as a digital product has been shown to improve companies’ performance and efficiency. One product that is now at the core of many businesses is Software as a Service (SaaS). By utilizing cloud computing platforms, SaaS is a method of providing applications as a service. SaaS applications have unique characteristics that can be customized to meet customers’ needs. Hence, SaaS has become suitable for companies of all types and sizes, including small- and medium-sized enterprises. The purpose of this study is to examine the effect of customer involvement on the development of SaaS applications and the impact of customer engagement on the co-creation of services, satisfaction, and loyalty, with the co-creation level used as a moderating variable. Data were collected from responses to an online questionnaire by 282 users of a SaaS application in Indonesia who were the decision-makers of the selected SaaS provider. The data were then analyzed using structural equation modeling. The results show that customer involvement in developing SaaS applications significantly positively affects the co-creation of services, satisfaction, and loyalty (t-value &amp;gt; 1.645). Moreover, the level of co-creation was proven to strengthen the impact of customer involvement on the co-creation of services with an interaction Standardize Loading Factor (SLF) path of 1.36. Hence, the findings indicate that higher customer involvement promotes collaborative activities with service providers, and the optimum level of co-creation raises customer satisfaction.
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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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Wright, Sarah. "Evolving Customer Services." Editors' Bulletin 8, no. 2-3 (July 2012): 89–92. http://dx.doi.org/10.1080/17521742.2012.754581.
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Liu, Xiao-Yu, Nai-Wen Chi, and Dwayne D. Gremler. "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects." Journal of Service Research 22, no. 3 (March 17, 2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.
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Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.
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Martínez Ochoa, Bryan Humberto, and Cristina Guadalupe Ordoñez Espinoza. "Transformación digital en la gestión de atención al cliente en las PYMES de servicios de internet en la ciudad de Cañar." Telos: Revista de Estudios Interdisciplinarios en Ciencias Sociales 26, no. 2 (May 20, 2024): 614–31. http://dx.doi.org/10.36390/telos262.12.
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The present study analyzed the digital transformation in customer service management in small and medium-sized enterprises (SMEs) of internet services in Cañar. The methodology was based on a quantitative approach supported by a field research design. Data was collected through a structured questionnaire statistically validated using Cronbach's alpha coefficient to ensure reliability and consistency. The target population consisted of managers of internet services SMEs and customers of these companies. The results revealed a clear tendency towards adopting of technologies, including communication channels, artificial intelligence, and chatbots. Managers emphasized the importance of these tools to improve consumer service and operational efficiency. About the customers, it was found that most use high-frequency fiber optic services and are satisfied with the service’s quality. Overall satisfaction with customer service was positive, although areas of opportunity were identified to improve the customer experience. In conclusion, this research highlights the growing importance of digital transformation in the Internet service industry, adopting digital technologies to improve customer service and meet changing demands.
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DR, BHADRAPPA HARALAYYA. "IMPORTANCE OF CRM IN BANKING AND FINANCIAL SECTORS." Journal of Advanced Research in Quality Control and Management ISSN: 2582-3280 6, no. 1 (June 23, 2021): 8–9. https://doi.org/10.5281/zenodo.5017857.
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In this digital era, many financial services organizations, including banks, insurance companies, and capital markets find it difficult to meet the rising customer expectations. The customers have fully embraced the convenience of Digital Financial Services (DFS). From loan application to debit card renewal, customers have become accustomed to DFS for every possible financial operation. Apart from customer demands, the ever-increasing competition has compelled banks and other financial institutions to enrich their customer relationship experience. CRM provides a modern, customer-centric approach to service that helps gain a competitive edge and win more business.
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Arimbawa, Eka, Ketut Suarjana, and I. Putu Ganda Wijaya. "The Relationship between Pharmaceutical Services and Satisfaction of Customers Accessing Pharmacy Services in Denpasar." Public Health and Preventive Medicine Archive 2, no. 2 (December 1, 2014): 153–57. http://dx.doi.org/10.53638/phpma.2018.v2.i2.p11.
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Background and purpose: Pharmaceutical care has been shifted from product or drug oriented paradigm into patient oriented to ensure that every customer will be able get the most effective medication. This research aims to explore the relationship between pharmaceutical services and satisfaction of customers accessing the pharmacy services in Denpasar.
 Methods: This research was analytic study using cross sectional design. The samples consisted of 116 customers taken from 20 pharmacies at Denpasar. Data was collected using self-administered questionnaires. Data was analyzed using logistic regression.
 Results: The analysis indicated that the level of customer satisfaction was 46.55%. There was a significant relationship between aspects of pharmaceutical services like pharmacy appearance (OR=12.819, 95%CI: 2.791-58.870), drug information services (OR=16.157, 95%CI: 3.279-79.620), the availability of drugs (OR=6.811, 95%CI: 1.571-29.460), and speed of service (OR=43.432, 95%CI: 7.197-262.095) with satisfaction levels of customers accessing the pharmacyservices. 
 Conclusion: It is recommended that there is an upgrade of facilities in order to enhance customer satisfaction including an increase in staff numbers attending to customers that are able to provide adequate information so as to optimize service provision.
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Dr., Hanumanthappa. "Quality Services in Digital Banking." International Journal of Advance and Applied Research 4, no. 23 (June 30, 2023): 66–72. https://doi.org/10.5281/zenodo.8159034.
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Digital banking is also called as internet banking and online banking and it allows patrons of financial institutions to manner precautionary transactions on a secured websites worked by the institutions. This can be a retail bank, cybernetic bank, credit union or construction civilization. The purpose of the study was to know the awareness level of the customer about digital banking services, customer satisfaction toward services and major problem faced by the customers while transacting with the digital banking and also to assess the impact of service quality on customer satisfaction in digital banking services. The research paper is based on Descriptive research, but it can’t be used to create causal relationship, where one variable affects another. The information is collected through primary and secondary sources for the project with the help of a questionnaire and articles on digital banking services taken from journals, magazines published from time to time, through internet. Convenient and Judgment sampling technique was used for the study. 96 respondents were considered for the study. It can be concluded that the key factors which the banks needs towards creating awareness program, problem solving of the customers and increasing the level of confidence by providing security for their transactions and getting the feedback monthly, quarterly, or yearly so that the banks will get to know what to improve further to make the customer satisfied and keep them touch with the services newly offered by the banks. It includes increased customer satisfaction, customer retention, positive word mouth, enlarged market share, increased profitability and improved performance.
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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (January 25, 2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.
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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Olowo, Samson Oluwole, Ikenna Theodore Nnoli, A. Alao Ajibola, M. Adeniyi Oresanwo, O. Christiana Hassan, and A. Olusola Adewole. "Customers–Bankers Relationship and Bank Performance in Nigeria: An Appraisal of Bank Services." Bells University of Technology Journal of Management Science 1, no. 2 (June 5, 2021): 167–76. https://doi.org/10.5281/zenodo.10202174.
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The study examined the customers/banker's relationship and bank performance in Nigeria: Anappraisal of Bank services. The specific objectives are Customer demand, Informationtechnology, banker/customer, bank services and bank performance. Primary data weresourced through the use of a structured questionnaire while one hundred and twentyquestionnaires were administered to customers of which eighty were returned and used for thisresearch. Both descriptive and inferential statistics were used. The descriptive involvedfrequency and percentage while inferential are regression and Correlation analysis. Theresults revealed that banker/customer and bank performance (r[80] = 0.975, p<0.01);customer demand (p< 0.05) and banker/customer and information technology (r[80] = 0.818,p<0.01). The study concluded that formal training of bankers on how to treat customersimproves customer satisfaction and likewise, the effective policy on banker/customerrelationship facilitates banks efficiency, there is high satisfaction of customer demand of bankservices which means that there are effective and efficient services that enhance customers'satisfaction and with the way they treat their customers and the introduction of informationtechnology has been of a benefit to customers and the banks which has a greater impact inattracting the customers to the bank.