But today banking has a, new face. This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. Related work and theories of different authors is discussed to explain the purpose and to answer the research problems of the study case. be based on the descriptive research design. Rahi, S. (2015). You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. Thammasat University . 65-78 Posted: 25 Jul 2014 know about the satisfaction level of the customers. decide whether the organizations will remain in the business or not. on investigating the key factors that influence online customers' satisfaction. ResearchGate has not been able to resolve any citations for this publication. In this competitive banking environment, customer satisfaction is considered as most imperative factor for the success of banks. Department of Economics and Management, Dezhou Vocational and Technological College, Dezhou, China, 253000 huiqunliu@tjcu.edu.cn Abstract: The concept of customer satisfaction has attracted much attention in … ii CERTIFICATION The undersigned … Due to Continues growth of technology, increasing customer base, evolution of alternate banking channels, has changed the way of banking services, so hence the customer satisfaction. This section targets loyalty across two divergent bank segments. Keywords: Customer satisfaction; Traditional and Modern banking, All content in this area was uploaded by Munish Kumar on Feb 14, 2017, Chitkara College of Sales and Retail Marketing. Kasikornbank PCL . E-banking Complexities and the Perpetual Effect on, Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating, Molina, A., Martín-Consuegra, D., & Esteban, Á. School of Economics, Tianjin University of Commerce, Tianjin, China, 300134 2. A case study of e-banking in the emerging markets has been extensively reviewed to support our study. AUTHOR: JENET MANYI AGBOR SUPERVISOR: JESSICA ERIKSSON Student Umeå School of Business Spring Semester 2011 Masters Thesis, two-years, 30hp . Join ResearchGate to find the people and research you need to help your work. banking industry in developing countries. customer satisfaction in the banking sector in Malaysia. This paper is based on extensive literature review and attempts to investigate how the concepts and determinants of customer satisfaction has changed significantly during the transition from traditional to modern banking. Customer Satisfaction, in banking sector of Pakistan.This study is an attempt to explore the interrelationship between service quality, customer satisfaction and customer loyalty in Pakistani context. Other important divisions such as the objectives of the study, the problem, limitation and the methodology will be presented. for service model in banking sector and customer satisfaction. As a consequence studying the linkage between TQM and Customer satisfaction is necessary as it provides a theoretical as well as a practical platform to the Banking organizations in the efforts to gain sustainable competitive advantage. era of customer satisfaction with reference to India. The winners in e-banking industry are those banks that are able to successfully enhance their offerings while simultaneously enhancing security measures and getting customers to believe in them (Rombel, 2006). customer satisfaction in banking industry. An empirical investigation of customer satisfaction and. Here the question arises that “how they, make their customer satisfied”. The service management literature argues that customer satisfaction is the result of a customer’s perception of the value received in a transaction or relationship – where value equals perceived service quality relative to price and customer acquisition costs (see Blanchard and Galloway, 1994; Heskett et al., 1990) – relative to the value expected from transactions or relationships with competing vendors … of any banking business due to immense competition. Effect of Service Quality on Customer Satisfaction: An Empirical Study of Customers who have Bank Accounts in both Public and Private Banks in Sri Lanka, DETERMINANTS OF CUSTOMER LOYALTY IN SUB-SAHARAN AFRICAN BANKING INDUSTRY: AN EMPIRICAL REVIEW, Relationships among Customers' Perceived Service Quality, Satisfaction and Loyalty in the Retail Banking Sector of Pakistan, Impact of Customer Satisfaction and Demographic Factors on Customer's Loyalty in Banking Sector of Pakistan. Today, there are multiple operations are performed by the bank and they provide a variety of services and products of almost every segment of the economy. 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. Customer Satisfaction trends in Banking Industry-A, Customer satisfaction; Traditional and Modern banking, , the financial literacy of ordinary bank customers is still, , only 17% of respondents in the Czech Republic have changed their bank in the past or, satisfaction of customer is dependent on variable then, research suggested that customer satisfaction is the outcome of, Customer Relationship Marketing and Effects of Demographics and, How Much Control Do Managers Really Have Over, Managing Service Quality: An International Journal, The Journal of Internet Banking and Commer, International Journal of Commerce and Management, International Journal of Applied Business and Economic Research. This study also helps in assessing the rules of these factors in the online banking that would help the bank management not only in improving the satisfaction level and trust but also strengthening the connection between banks and their clients, resulting in expanding their overall customer base. seven determinants namely social responsibility, employee responsiveness, appearance of, to their study customer satisfaction if influenced by social responsibility, positive word-of-, can significantly increase the customer satisfaction. Past literature on customer satisfaction and service quality are contextualized to Internet banking in emerging economies. The findings of the study will provide an important insight into the past trends of customer satisfaction and will provide a base for the bank managers to devise customer satisfaction strategies in near future. Keywords: Customers’ satisfaction, Banking services, Private & public banks, Expectations & perceptions, SERVQUAL. This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. improving the level of satisfaction but also strengthening the bond between the banks and their customers, We also use cookies to verify your financial information and identity and for fraud prevention purposes. Background of the Study. Customers have more options in choosing the banks than the past. Chochol'áková, A., Gabcová, L., Belás, J., & Sipko, J. fundamental factors like product attributes, employee characteristics, customer convenience. (2009). (2015). Keywords: E-Banking, Service quality, Customer satisfaction. The study used tables, percentages, chi-square independency test to see the relationship between demographic characteristics and e-banking, independency t-test to see the visits of branches before and after e-banking by customers is significant or not and regression analysis test has been conducted to explain the variables which determine customers’ satisfaction in e-banking. satisfaction particularly in e-banking, which is one of the very important and fast, fees and charges have influence on customer satisfaction where, Chochol'áková, A., Gabcová, L., Belás, J., & Sipko, J. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition. western world, banking sector is one of the major sector in which customer satisfaction has been the focal point of different studies (Holliday, 1996). Impact of trust on the relationship of e-service quality and, Lopez, J., Kozloski Hart, L., & Rampersad, A. An extensive review of the extant literature was used to identify the theoretical determinants of customer satisfaction in retail banking and their measurement scales. The high quality relationship with customers is the main influence of a successful market share. Relational benefits and customer. Based on their empirical analysis, they have concluded that the determinants of satisfaction in retail banking are driven by a number of factors which also include service quality dimensions. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. CCTV Solutions; Door Entry Access Systems; Fire Alarm Systems; Fire Extinguishers; Intruder Alarms ; Guarding and Facilities. results, the overall customer satisfaction is above average but not excellent. The definition of service differs from one person to another. 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. banking sector in Bahrain. Enter the email address you signed up with and we'll email you a reset link. The findings of the study will provide an important insight into the past trends of customer satisfaction and will provide a base for the bank managers to devise customer satisfaction strategies in near future. customer satisfaction strategies in near future. An extensive review of the extant literature was used to identify the theoretical determinants of customer satisfaction in retail banking and their measurement scales. These were adapted to build a conceptual framework for the empirical investigation conducted. XII, No. Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. A lot of research on service quality and its association with customer satisfaction have been conducted in developed countries. Customer satisfaction surveys are your opportunity to learn more about not only your customer’s satisfaction levels, but also the banking industry and the choices your company makes to improve its attractiveness on the market. IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR Gaura Nautiyal Assistant Professor, Banarsidas Chandiwala Institute of Professional Studies, New Delhi Abstract Recent reports suggest that India’s banking sector is set to emerge as the fifth largest worldwide by 2020 and the third largest by 2025. need to know whether their customers are satisfied with the services they are providing or not. The concepts and determinants of customer satisfaction has changed significantly as transition has taken place from traditional to modern banking. This study also helps in assessing the power of these ResearchGate has not been able to resolve any references for this publication. From traditional banking where customers use to walk, to bank, take and fill the form and after that standing in the line for depositing and withdrawing, where the attention or we can say that focused attention is on differentiate customer services as, satisfaction of customer through advance quality services, lesser cost of documentation, attention has shifted to look up the service quality, when customer come in to the bank and, having personal contact with the bank employee. deepening of information technology has facilitated better tracking and fulfillment of commitments, multiple Banks are at the front position in Internet and technology-adoption processes. So again we can’t ignore that customer satisfaction of the major factors. The dependent variable was customer satisfaction with the E-Banking service, and it was measured by four items with a high reliability (Cronbach’s alpha = 0.94), while the independent variables suggested by the literature were efficiency and ease measured by four items (Cronbach’s alpha = 0.86), reliability measured by three items (Cronbach’s alpha = 0.87), safety and privacy measured by four … thereby helping them to retain and/or expand their overall customer base. satisfaction causation study in the context of Indian banking customers. Therefore, this study contributes to the literature by studying this phenomenon in the banking sector of a Customer Satisfaction trends in Banking Industry-A Literature review, Customer’s Demographics, Adoption & Usage Pattern and Service Quality in case of Alternate Banking Channels: A Literature review, Customer satisfaction trendsin banking industry-a literature review. This paper is based on extensive literature review and attempts to investigate how the concepts and determinants of customer satisfaction has changed significantly during the transition from traditional to modern banking. 2. Employee education, beneficial programs for customers and implementation of new features are recommended. phenomenon in the banking sector of a developing country i.e. The literature of satisfaction advocates satisfaction as an result as well as a process (Yi, 1990; and Parker and Mathews, 2001). for service model in banking sector and customer satisfaction. First, your current customers are far more likely to open more accounts or use more services if they’ve had an overall positive experience. The concepts and determinants of customer satisfaction has changed significantly as transition has taken place from traditional to modern banking. How we use cookies. the early 1990s has created heightened competition and greater risks for, In recent years, the banking industry, along with many corporal industries, is undergoing faster transformations. delivery channels for online customers and faster resolution of issues. The fulfilment of the customer expectation and need results in the customer satisfaction. As the study is done in the banks of two different countries, the results may be generalized in the banking sector of service … In the, competitive and dynamic environment it becomes mandatory to find out the customer, Banking industry has changed drastically. Sample Report ...Contents “COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS” 1 EXECUTIVE SUMMARY 1 INTRODUCTION 2 Customer satisfaction 2 LITERATURE REVIEW 3 MEASURING CUSTOMER SATISFACTION IN THE BANKING INDUSTRY 4 Introduction: 4 BANKING INDUSTRY : AN OVERVIEW 6 OBJECTIVE OF THE STUDY 6 Research … The impact of nearness of bank and financial factors on customer satisfaction is not up. Customer satisfaction results from either the quality of banking services, quality of service, engagement of the customer, price factors and meeting or exceeding customers’ expectations, consuming products and services (Prabhakar, 2005). With the rapid and extensive increase in technology, innovation and telecommunications, new distribution channels in the financial sector are coming up rapidly, in numbers as well as in form, from ATMs, telephone banking, with Internet Banking being one of the latest in the chain of technological wonders. In India too, the wave of deregulation in making the right decision. The Internet has become a vital part of people’s daily lives. This study examined customer satisfaction and organizational performance of the banking sub-sector in South-East, Nigeria. The satisfaction level of the customers is varying due to different kinds of banking services and their benefit to the customers. Service Quality & Customer Satisfaction A case study in Banking Sector Sara Qadeer November 2013 - Second Cycle Supervisor: Prof: Dr. Maria Malama . ...A Literature Review and Critique on Customer Satisfaction LIU Huiqun1, ZHAO Xin2 1. Moderating Role of Brand Image With Relation to Internet Banking and. satisfaction with the overall service quality of their banks. improved customer satisfaction levels. Other factors like employee behavior, their, friendliness, politeness, cooperation, promptness, efficiency. INTRODUCTION The banking services environment around the world was considerably altered by technological, regulatory and structural factors in the final two … Levesque and McDougall (1996)10 explored the consequences of service quality, service features and customer complaint handling on customer satisfaction in the Canadian retail banking sector. You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. Access scientific knowledge from anywhere. It would have been impossible without the effort of many individuals who assisted me directly or indirectly. As a consequence studying the linkage between TQM and Customer satisfaction is necessary as it provides a theoretical as well as a practical platform to the Banking organizations in the efforts to gain sustainable competitive advantage. Electronic banking is the application of Telecommunication devices to perform banking transactions (Okoro 2014) .E-banking has brought in a great change in Nigerian banking sector. independent variable. CHAPTER ONE. and appearance also play an important role in satisfying the customer. In today's world, customers expect superior quality services from banks which if contented, could end up in improved customer satisfaction levels. Literature Review 2.1. (2016). wants, preferences change any point of time without giving some hints to industry. Electronic banking has impacted Nigerian banking Industry in a tremendous way. analysis the level of patient satisfaction in health care, Now a days banking haschanged because banking services are no more based on Brick and mortar structure. customer perceptions’ towards the service quality. The literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers.