Nopadol Rompho . thereby helping them to retain and/or expand their overall customer base. 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. Background of the Study. Also, research methods are presented, together with the scrutiny of the research findings from previous studies. In Pakistan, banking Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Therefore, organizations must Our objective is to find the customer satisfaction trends in. E-banking service quality and customer loyalty: Changing, dynamics of public, private and foreign bank consumers in India.Global Business and, Kundu, S., & Datta, S. K. (2015). Customer Satisfaction Is the Largest Competitive Advantage for Banks The banking industry is a commoditized space. In India too, the wave of deregulation in ResearchGate has not been able to resolve any references for this publication. Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. customer satisfaction this domain has not been much considered in Bangladesh’s context. phenomenon in the banking sector of a developing country i.e. Impact of technological innovations on customers in the. 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. western world, banking sector is one of the major sector in which customer satisfaction has been the focal point of different studies (Holliday, 1996). The concepts and determinants of customer satisfaction has changed significantly as transition has taken place from traditional to modern banking. Academia.edu no longer supports Internet Explorer. This study examined customer satisfaction and organizational performance of the banking sub-sector in South-East, Nigeria. very interesting driver is customer satisfaction in all the drivers which contribute, behavior of customers. Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Relational benefits and customer. This quantitative, one-shot research study mainly focuses, This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch visits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking. 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 … 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). Here the question arises that “how they, make their customer satisfied”. These dependent variables largely depend on service quality, involvement, accessibility and financial factors of the bank. In Pakistan, banking sector is at its boom as the most prominent rising sector. ... employee performance and customer satisfaction of the banking industry in Amritsar, India. 2. [5] ... Public Sector Bank Private Sector Bank Both Public and Private Sector Banks Declined to furnish By exploring customer satisfaction, … Thammasat University . 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. Kasikornbank PCL . and appearance also play an important role in satisfying the customer. Every bank is trying to retain, and maintain their valuable customers at any cost. between service quality dimensions, overall internet banking service quality and customer, Sharma, N. (2012). This is intended to bring a better understanding. You can download the paper by clicking the button above. As the innovation increase the cost is also increase. (2007). Ethnicity and customer satisfaction in the, Machogu, A. M., & Okiko, L. (2015). Services Quality and Customer Satisfaction in the Banking Industries Published on October 14, 2014 October 14, 2014 • 49 Likes • 9 Comments showed that price factor was the main concern for 50 percent customers. Banks are at the front position in Internet and technology-adoption processes. factors in the context of Online(Internet) banking and would, therefore, help the bank management not only in The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå. banking industry with extensive literature review. You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. Banks should come out with the strategies that increase the customers satisfaction. Literature Review Customer satisfaction at banking industry The second chapter discusses the literal review. Chochol'áková, A., Gabcová, L., Belás, J., & Sipko, J. image and customer satisfaction towards customers’. western world, banking sector is one of the major sector in which customer satisfaction has been the focal point of different studies (Holliday, 1996). INTRODUCTION. Service Quality Versus Customer Satisfaction in Banking Sector: A Literature Review The IUP Journal of Marketing Management, Vol. satisfaction with the overall service quality of their banks. India, the Indian Banking industry has been changing in terms of services, customer satisfaction, product offering etc. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. banks and financial intermediaries. Literature Review 2.1. An Empirical Study of Rural Customer's Satisfaction from E-Banking in. Sorry, preview is currently unavailable. Customer satisfaction in case of online banking is seen in terms of bank website quality and the overall bank quality. among. The Impacts of Electronic Banking on Customer Satisfaction in Ethiopian Banking Industry (The Case o... Conference: International Conference on Banking and Finance. Loyal customers are more interested in the, services of their own banks when considering investments in all the aspects such as in the, financial market, deposit their own savings to their own bank, take out a mortgage from their, own bank and use other banking products and services from their current bank. Wang and Liao describe customer Review of Literature About Online Banking and Customers Satisfaction. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition. The study will. Internet Banking. know about the satisfaction level of the customers. 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). Factors Affecting Customer Satisfaction in Online Banking Service . The definition of service differs from one person to another. THE IMPACTS OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION IN TANZANIA BANKING INDUSTRY: A CASE STUDY OF NMB BANK DOREEN AKAD MCHOMBA A DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTERS OF PROJECT MANAGEMENT OF THE OPEN UNIVERSITY OF TANZANIA 2018 . Peer-review under responsibility of the Organizing Committee of BEMTUR- 2015 doi: 10.1016/S2212-5671(16)30247-7 ScienceDirect Available online at www.sciencedirect.com 3rd GLOBAL CONFERENCE on BUSINESS, ECONOMICS, MANAGEMENT and TOURISM, 26-28 November 2015, Rome, Italy Customer Satisfaction in the Banking Sector : The Case of North Cyprus Nesrin Ozataca*,Tulen … strategies in order to satisfy the customers. Customer Satisfaction in Banking Sector: In line with Tsoukatos and Rand (2006), customer satisfaction is a key to long-term business success. 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. Komwut Unyathanakorn . 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. The paper tried to see all the above among 402 properly filled. exchange transactions (Kam & Riquelme, 2007). 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. CCTV Solutions; Video Door Entry Systems; Intruder Alarms + Commercial Security. Hence, the study analyzed relative customer satisfaction levels of private and public sector banks. market share. V. LITERATURE REVIEW Literature survey was primarily based on the articles and research papers available both online and ... responsiveness are some of the factors affecting customer satisfaction in E-Banking. A case study of e-banking in the emerging markets has been extensively reviewed to support our study. and returned questionnaires of e-banking customers and interview with four branches of the two commercial banks which have started e-banking service in Gondar City when this study was conducted. customer satisfaction in banking industry. Pakistan. In addition, for all e-banking customers, customer satisfaction … So again we can’t ignore that customer satisfaction of the major factors. According to a, of our research, loyalty of customers with different intensities transforms into a potential, purchase of additional banking products. The satisfaction level of the customers is varying due to different kinds of banking services and their benefit to the customers. My literature research has revealed that customer satisfaction can be defined as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire. Customers have more options in choosing the banks than the past. No doubt increasing competition sometimes confuses the customer for. The literature of satisfaction advocates satisfaction as an result as well as a process (Yi, 1990; and Parker and Mathews, 2001). delivery channels for online customers and faster resolution of issues. But today banking has a, new face. LITERATURE REVIEW On-line, real-time banking services have now become a birth right of the customer as the customer demands the flexibility of operating an account in any branch of a bank irrespective of which branch the account was domiciled (BankAway, 2001). This study also helps in assessing the power of these 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. determinants of service quality like reliability, assurance, tangibility. The literature review section is the section that highlights the studies that have been conducted in the past regarding customer satisfaction to understand how this aspect has impacted the banking sector in Sri Lanka. 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. There is a great paradigm shift in the contemporary business environment and this intermarried with the day-to-day economic conditions that various businesses are subjected to; it becomes very essential for every business to explore the aspect of customer satisfaction thoroughly as an important aspect and process of business survival and growth. build customer loyalty through customer satisfaction. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect, In recent years, the banking industry around the world has been undergoing a rapid transformation. Banks are more determined to retain their existing customers by providing quality services leading to Customer satisfaction. Customer Satisfaction Banking has devoted increased attention to quality of service and greater efforts have been made to reach a high level of service quality in order to satisfy clients [4]. 1.0 Background to the study.. Customer satisfaction Customers are very much happy with mobile banking transactions, according to Nagaraju the most effective factor of mobile banking is customer’s satisfaction [32]. As the study is done in the banks of two different countries, the results may be generalized in the banking sector of service … Other factors like employee behavior, their, friendliness, politeness, cooperation, promptness, efficiency. 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. It is for the banks to strike a balance between commercial and social objectives. E-BANKING SERVICES 1 A A RESEARCH REPORT ON CONSUMER SATISFACTION FROM E-BANKING SERVICES WITH A STUDY OF HDFC AND ICICI BANK Submitted in partial fulfillment of the requirements for the award of the Degree of Bachelor of Business Administration (BBA) Session 2013-2016 Submitted By: Submitted To: Priyanka … 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. LITERATURE REVIEW The literature review considered the outcomes based on the articles, thus the discussion pattern below. making the right decision. According to the findings of the, research. Journal of Information & Knowledge Management. Rahi, S. (2015). 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. To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser. - Lord William. 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 … Review of Literature. This research work takes a look at service quality and customers satisfaction in banking industries. He found that customer satisfaction is significantly and positively related with customer loyalty and customer satisfaction is an important mediator between service quality and customer loyalty. Literature Review The impact of service quality on customer satisfaction and customer loyalty in the context of banking sector is a widely discussed topic in the literature. The results of the study implied that majority of users of e-banking are the young, the educated, salaried and students, business men and women are not actively using the service of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking currently provided for saving and current accounts holders only, e-banking has improved customer satisfaction, reduced frequency of bank hall for banking service, reduced waiting time for customers, there are customers who don’t know the fee charged for being e-banking users, the bank customers’ satisfaction increased after being e-banking users, enabled customers to control their account movements and there is high opportunity to expand e-banking service in the city. 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