Journal articles on the topic 'ELECTRONIC BANKING AND PROCESS OF CUSTOMER SATISFACTION'
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1
Shanmugam, RM, and M. Chandran. "A relationship between service quality and customer satisfaction in e-banking services- a study with reference to commercial banks in Chennai City." International Journal of Professional Business Review 7, no. 3 (October 14, 2022): e0490. http://dx.doi.org/10.26668/businessreview/2022.v7i3.0490.
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Purpose: This paper's main aim is to validate the service quality dimensions offered by commercial banks in the study area and the relationship between service quality dimensions and customer satisfaction provided by commercial banks. Theoretical Framework: In India, three categories of commercial banks are the public sector, private sector, and foreign banks. These banks have heavy competition among themselves in maximising their customer base. Design/Methodology/Approach: The researcher collected 600 responses through convenience sampling. Applied exploratory factor analysis, confirmatory factor analysis, regression analysis and structural equation model to conclude that service quality of electronic banking service is not a unique phenomenon. Findings: E-Banking depends upon the five essential factors: reliability, safety and security, assurance, technological augmentation, and quickness since the electronic banking services offered by commercial banks are entirely based on the Internet process. Research, Practical & Social Implications: The study identifies the customer requirements and how commercial banks could satisfy such requirements with their banking strategies. Also, the study identifies whether any demographic difference exists among the customers of commercial banks in perceiving the quality of e-banking services.
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Boshkoska, Meri, and Kosta Sotiroski. "An empirical study of customer usage and satisfaction with e-banking services in the Republic of Macedonia." Croatian Review of Economic, Business and Social Statistics 4, no. 1 (June 1, 2018): 1–13. http://dx.doi.org/10.2478/crebss-2018-0001.
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Abstract Recent developments in the field of information and communication technologies (ICTs) have created new opportunities for enhancing both the operations and competitiveness within the banking sector. The application of contemporary ICT-based solutions has resulted in significant changes in the traditional banking business, through the involvement of brand new approaches in the process of distribution of banking products and services to customers. As a part of the services offered by any modern bank, e-banking has become a synonym for an efficient system aimed at delivering traditional banking services through electronic communications channels, available to anybody, anywhere and anytime. The goal of the paper is to perform an empirical analysis of the current situation regarding the level of customer usage and satisfaction with e-banking services in the Republic of Macedonia. The study will enable us to determine which variables affect the level of adoption and satisfaction with е-banking services. The study is fully based on the statistical data analysis of the responses gathered from a representative sample of e-banking customers.
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Jolovic, Nevena, Ivana Jolovic, and Stefan Zdravkovic. "Bank performance analysis and identification of key determinants of electronic banking customer satisfaction - balanced scorecard approach." Zbornik Matice srpske za drustvene nauke, no. 183 (2022): 459–76. http://dx.doi.org/10.2298/zmsdn2283459j.
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The issue of adequate measurement of the use of intangible assets and monitoring its impact on the financial performance of the organization in recent decades is bridged by a measurement-managerial model that unites financial and non-financial performance indicators - Balanced Scorecard (BSC). Since this paper focuses on banks as representatives of specific, modern financial organizations, the subject of research is to examine the possibility of applying this model in the analysis of banking performance. The aim of the research is to analyze, by using the qualitative methodology (review of existing papers in the literature), whether the BSC model is applicable for the analysis of banking performances; and then, by using the quantitative methodology, through connecting two perspectives of the same model (perspective of internal business processes and perspective of customers), to examine how the determinants of TAM model (perceived usefulness, ease of use) and determinants of SERVQUAL model (perceived security and privacy, responsibility) affect electronic banking customer satisfaction. The empirical research was conducted through the survey method on the territory of the Republic of Serbia at the end of 2020, and the sample included 324 respondents. Statistical software SPSS Statistics was used to process the collected data. Based on the literature review, it was found that the BSC model is applicable for the analysis of banking performances. The results of the empirical research have shown that perceived usefulness, perceived security and privacy, and responsibility have a positive statistically significant impact on the satisfaction of electronic banking users, while ease of use does not have a statistically significant impact on the satisfaction of mentioned users.
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Adawiyah, Rabiatul, and Jaka Nugraha. "Sentiment Analysis on Mobile Banking Application Using Naive Bayes Classifer and Association Methods." International Journal of Engineering & Technology 7, no. 4.15 (October 7, 2018): 244. http://dx.doi.org/10.14419/ijet.v7i4.15.22998.
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The internet has grown rapidly and become the needs of the community in doing activity in various fields. One of them is the financial sector or bank. Banks as one of the areas that are close to the community must be able to provide customer satisfaction in providing quality services. The implementation of electronic banking services (e-banking)-quality is one of the keys to the banks to gather customers’ funds. One of the e-banking services is the mobile banking is used exclusively in the cell phones to the efficiency of the customer in doing transaction. In order to view the customer response to the performance of the mobile banking facility, review to the client according to the application for six months was investigasted. The Data reviews was taken from the Google Play. The review was analyzed using Sentiment analysis which is the process for classifying opinions into the category of positive or negative signals. This classification is then analyzed by using text mining with the Association of the words. The result are an important and useful information for the company. The method used in this classification is Naïve Bayes Classifer (NBC). The level of accuracy using the NBC is 89.41%. The accuracy showed that the classification by the system has been good.
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Henry Matey, Akwetey, Wolali Ametepe, Isaac Asampana, and Lucas College. "Analysis of The Effects of Information System On Service Delivery At DVLA." International Journal of Engineering Technology and Sciences 4, no. 2 (December 29, 2017): 92–103. http://dx.doi.org/10.15282/ijets.8.2017.1.8.1083.
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An Information System (IS) offers various benefits in managing transactions between an organization and its customers. Lack of Information system purely oriented to customer satisfaction leads to long waiting lines by customers in service delivery. It will influence negatively on-expected revenue and profit to various establishments in the long term. With recent trends in specific IS applications, expectations are that if waiting lines are not eliminated, perhaps may be reduce drastically in service delivery. Several steps were taken in putting measures in place by expanding facilities, providing timely and periodic maintenance, yet waiting lines are observed in places like; Bank Automated Teller Machine(ATM) (as an extended banking services), Electricity Company pay points, Clinics and Hospitals etc. These reviews seek to focus on Driver and Vehicle Licensing Authority (DVLA) in Ghana since long waiting line is much associated with their service delivery. Using Convenience sampling technique, questionnaires were administered in eliciting data from staff and clients of DVLA. Final data was analyzed using Statistical Package for Social Science (SPSS); with the support of Microsoft Excel 2010 in depicting the results in frequency tables, percentages, charts etc. The trends in the results show evidently that even though Information Systems was used in the services delivery process; there are prevailing waiting lines, which were observed. It was also established that services delivery processes are not electronic at DVLA, resulting in the formation of the longer waiting lines.
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Weshah, Sulaiman R. "The Impact of Enterprise Resources Planning (ERP) Systems on Internal Auditors’Operational Performance (Case study in Jordanian Banks)." Journal of Social Sciences (COES&RJ-JSS) 9, no. 2 (April 1, 2020): 469. http://dx.doi.org/10.25255/jss.2020.9.2.469.481.
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(ERP) systems are spreading widely inside banks environments for many reasons such as develop making decisions process, customer satisfaction and Competitions. This study was to identify the impact of (ERP)systems’ dimensions representedby (performance management, task characteristics, technology characteristics and individual characteristics) on internal auditor’ so perational performance dimensions represented by (Standardization, Quality, Deliverables). A virtual model was developed to reflect the relationship between the variables and hypothesis of the study. (215) questionnaire distributed with response of (86.5%). Then by using descriptive and statistical methods based on the statistical package of the social sciences SPSS the study revealed a number of results, the most prominent of which were: The level of(ERP) systems implementation was high inside banking environment and there is a significant impact of the (ERP) systems on operational performance of internal auditors in Jordanian banks. The study found that there were differences in the level of operational performance related to internal auditors’ experiences that correspond to the work field. These results were presented a set of recommendations, the most important is to provide the internal auditors in Jordanian banks with sufficient training to deal with new electronical environment so that they can face challenges and support their operational performance.
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Brun, Isabelle, Lova Rajaobelina, and Line Ricard. "Online relationship quality: scale development and initial testing." International Journal of Bank Marketing 32, no. 1 (January 28, 2014): 5–27. http://dx.doi.org/10.1108/ijbm-02-2013-0022.
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Purpose – The purpose of this paper is to propose a reliable and valid integrative scale for online relationship quality based on both the relationship marketing and electronic commerce literature. Design/methodology/approach – The scale was developed using the approach put forward by Churchill (1979). The scale development and validation process includes a qualitative exploratory phase, three pre-tests and a final study using an online questionnaire (476 members of a consumer panel). Findings – The findings support a third-order integrative model of online relationship quality composed of three dimensions (trust, commitment and satisfaction). The final scale is composed of 21 items. Research limitations/implications – The study shows a lack of discrimination between satisfaction and trust, which other studies have also found. As the scale is validated in only one sector, online banking, it should be tested and replicated in other contexts (e.g. insurance). Practical implications – An instrument for assessing the quality of online relationships between banks and consumers is important for marketing professionals who want to determine their relational positioning and focus on those dimensions that promote long-term online relationships. The scale developed here can be used to assess customers’ perceptions of the quality of the relationship with an online financial institution, to segment those customers more effectively, and to improve targeting of marketing strategies and activities. Originality/value – This study contributes to the enrichment of the body of theory and provides researchers with a tool for the further investigation of the quality of online relationships.
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Prokofieva, E. "Current aspects of managing the bank’s cash liquidity in terms of minimizing cash circulation." Transbaikal State University Journal 27, no. 2 (2021): 133–38. http://dx.doi.org/10.21209/2227-9245-2021-27-2-133-139.
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The article is devoted to the problem of the banks’ participation in improving the efficiency of the organization of cash circulation, which does not lose its relevance in the modern economy. In the current situation, despite the growth in the volume and share of non-cash payments, the demand for cash is characterized by stability. The article focuses on the features, advantages and disadvantages of the reducing cash circulation process. It is noted that the primary impact on cash circulation is made by settlements made by individuals. In this regard, the study focuses on the fundamental changes in this direction that are taking place in the banking sector. This is, first of all, the reduction of cash withdrawals from plastic cards and the growth of non-cash payments with their use, the lack of growth of the card market; increase in electronic terminals and reduce the number of ATMs installed. At the same time, it is emphasized that one of the main areas that determine both the liquidity and profitability of the bank is the regulation of cash balances. With the number of banks operating in the economy shrinking, the struggle for customers is becoming more acute. The satisfaction of the latter with the quality of the bank’s services, including in terms of settlement liquidity, should be considered as one of the primary factors that ensure the effectiveness of a significant number of banking operations. In this context, special attention is paid to the specifics of the bank’s actions to optimize cash flows, which requires the use of specialized automatic systems that allow processing data on cash balances and turnover to form forecasts that optimize the collection schedule and reduce ATM downtime due to lack of funds
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Solanki, Urvashi. "Impact of Electronic Banking on Customer Satisfaction." International Journal of Trend in Scientific Research and Development Volume-2, Issue-5 (August 31, 2018): 978–82. http://dx.doi.org/10.31142/ijtsrd17012.
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Monteiro, Shameen Sucurine, and Byju John. "CORRELATION BETWEEN ELECTRONIC BANKING AND CUSTOMER SATISFACTION." International Journal of Multidisciplinary Research & Reviews 1, no. 1 (April 10, 2022): 14–20. http://dx.doi.org/10.56815/ijmrr.v1.i1.2022/14-20.
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AlHaliq, Hani A., and Ahmad A. AlMuhirat. "Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector." Asian Social Science 12, no. 5 (April 19, 2016): 139. http://dx.doi.org/10.5539/ass.v12n5p139.
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<p class="a">This research aims to examine the extent of customer satisfaction with electronic banking (e-banking) services in the Saudi banking sector and to address issues with quality of services by focusing on the following: (i) ease of use; (ii) information security and reliability and its role in influencing customer adoption of electronic services; (iii) the mechanisms of monitoring and control over these services. The research employed analytic and descriptive methodology, collecting primary data through a survey. It examined various aspects of electronic services provided by banks in Saudi Arabia to shed more light on these services and customer expectations, while also taking into account modern studies in this field as secondary data. The results show that Saudi banks have succeeded in attaining significant customer satisfaction by improving their electronic services, facilitating electronic transactions, improving processing performance and enhancing the specifications of electronic services. In addition, they have achieved effective communication with their customers as well as the speed of applications. However, there is an absence of awareness and guidance for customers about the e-banking system. The results of this research lead to some recommendations for improving the electronic services provided by banks in Saudi Arabia to enhance customer satisfaction.</p>
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Tharanikaran, Vadivelu, Sutha Sritharan, and Vadivelu Thusyanthy. "Service Quality and Customer Satisfaction in the Electronic Banking." International Journal of Business and Management 12, no. 4 (March 26, 2017): 67. http://dx.doi.org/10.5539/ijbm.v12n4p67.
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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.
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Thi Phuong Nguyen, Linh, and Hieu Vo Chi Tran. "Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam." International Journal of Business and Management 15, no. 7 (June 23, 2020): 196. http://dx.doi.org/10.5539/ijbm.v15n7p196.
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Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.
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Altobishi, Thabit, Gizem Erboz, and Szilard Podruzsik. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector." International Journal of Marketing Studies 10, no. 2 (May 24, 2018): 151. http://dx.doi.org/10.5539/ijms.v10n2p151.
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In general, the managers in financial organizations and institutions are willing to maintain customer satisfaction, in order to minimize their cost and strengthen their competitive advantage.In Jordan, most of the commercial banks offer their banking services electronically. Therefore, this research aims to investigate the effects of electronic banking services on customer satisfaction in the lights of survey questions asked to 175 clients in Jordan. The reviewed literature indicates that convenience, privacy, cost, ease of use, personalization and customization and security are six indicators that affect level of customer satisfaction with E-Banking. The survey questions conducted in these six indicators and statistical results shows a positive relationship between level of customer satisfaction and usage of E-Banking among customers. There is positive relationship between five indicators and level of customer satisfaction and usage of E-Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.
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Hamid, Adam Ahmed Musa, Nabil Mohamed Abdo Alabsy, and Mohanad Abbas Mukhtar. "The Impact of Electronic Banking Services on Customer Satisfaction in the Sudanese Banking Sector." International Business Research 11, no. 6 (May 18, 2018): 102. http://dx.doi.org/10.5539/ibr.v11n6p102.
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This research paper aims to study the impact of electronic banking services on customer satisfaction at Sudanese banks. Questionnaires were designed by the researchers. Data and information have been collected and analyzed from the internet users in the Sudanese banks clients. The study found that there are statistical significant differences of electronic services provided by the Sudanese banks on customer satisfaction. The study attempted to explain the various means of electronic banking services which might lead to the customer satisfaction.This paper showed that the banking services over the internet has a positive impact on customer satisfaction. This study recommended that the bank management should focus on spreading the knowledge of the electronic banking services to the customers. This study emphasized the importance of the electronic banking services and recommended that the bank management should spread the technological awareness among current and prospective customers, and develop suitable infrastructure for electronic banking services in the Sudanese banking sector.
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Zaerofi, Afif. "The Service Performance and Customer Satisfaction Model in Islamic Banking." Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah 5, no. 3 (September 22, 2022): 1153–65. http://dx.doi.org/10.47467/alkharaj.v5i3.1533.
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The purpose of this study is twofold; 1). to find the measurement scale of service performance and 2). to examine the impact of service performance dimensions on customer satisfaction in Indonesian Islamic banking context. This study employs survey method with cluster sampling technique. Self-administered questionnaire, with 408 Islamic commercial bank customers as respondents, is used to collect the data/information. Confirmatory Factor Analysis (CFA) is adopted to test the dimensionality of service performance and customer satisfaction. Structural Equation Modeling (SEM) approach is employed to examine the impact of service performance dimensions on customer satisfaction. Results reveal 5 dimensions; physical, interactions, process, technology quality and sharia-compliance reflect service performance measurement scale. It is evidence that 3 dimensions; physical, process and sharia significantly impact on customer satisfaction. Interestingly, another 2 dimensions; interaction and technology do not significantly impact on customer satisfaction.
Keywords: Service Performance; Customer Satisfaction; Islamic Banks; Structural Equation Modelling (SEM)
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Omofowa, Mary Shadrach, Shadrach Omofowa, Chijioke Nwachukwu, and Van Le. "E-Banking Service Quality and Customer Satisfaction: Evidence from Deposit Money Bank in South-South Nigeria." Webology 18, Special Issue 04 (September 30, 2021): 288–302. http://dx.doi.org/10.14704/web/v18si04/web18129.
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The study examines the connection between Electronic Banking service quality and customer satisfaction. The study used a survey research approach. 344 participants were selected randomly for the study. The data from 302 respondents suggest that E-banking service quality dimensions (innovation, technology competence, reliability and tangibility jointly influence customer satisfaction. Further, innovation, technology competence, reliability and tangibility had positive and significant effects on customer satisfaction. All four hypotheses were supported. We, therefore, conclude that deposit money banks must optimise their E-banking service to improve customer satisfaction.
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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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Mahmood, Atif, Muhammad Luqman Tauheed Rana, and Sara Kanwal. "Relationship between Service Quality, Customer Loyalty and Customer Satisfaction." Lahore Journal of Business 6, no. 2 (March 1, 2018): 135–54. http://dx.doi.org/10.35536/ljb.2018.v6.i2.a6.
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This study examined the influence of service quality on customer loyalty, and aimed to determine if this relationship was mediated by customer satisfaction. Data were gathered from customers of eight banks in Pakistan through an adapted self-administered questionnaire. Respondents were selected using convenience sampling. The distributed questionnaire was based on a modified SERVQUAL model.479 complete survey responses were returned out of a total of 700 distributed. The completed questionnaires were examined through descriptive statistics, regression analysis, and PROCESS technique (Hayes2013). Results revealed a significant effect of service quality on customer loyalty. Customer satisfaction was found to have a significant mediating effect on the relationship between service quality and customer loyalty. The outcomes of our study could be useful for policy-making in bank management, and future banking expansion. There is additional generalized benefit to having insight into customers’ thinking regarding the banking sector.
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Addai, Bismark, Bismark Ameyaw, Eric Ashalley, and Isaac Quaye. "Electronic Banking and Customer Satisfaction: Empirical Evidence from Ghana." British Journal of Economics, Management & Trade 9, no. 3 (January 10, 2015): 1–8. http://dx.doi.org/10.9734/bjemt/2015/19269.
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AHMED, Rizwan Raheem, Jolita VVEINHARDT, Dalia ŠTREIMIKIENĖ, Muhammad ASHRAF, and Zahid Ali CHANNAR. "MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS." Journal of Business Economics and Management 18, no. 5 (October 27, 2017): 974–1004. http://dx.doi.org/10.3846/16111699.2017.1368034.
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Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.
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Raza, Syed Ali, Amna Umer, Muhammad Asif Qureshi, and Abdul Samad Dahri. "Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model." TQM Journal 32, no. 6 (July 2, 2020): 1443–66. http://dx.doi.org/10.1108/tqm-02-2020-0019.
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PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.
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Kashif, Abdul Rauf, and Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad." Revista Gestão Inovação e Tecnologias 11, no. 4 (August 19, 2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.
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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.
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Khatoon, Sadia, Xu Zhengliang, and Hamid Hussain. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector." SAGE Open 10, no. 2 (April 2020): 215824402093588. http://dx.doi.org/10.1177/2158244020935887.
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This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.
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Panchal, Nilam, and Kunjan Bhatt. "CUSTOMER SATISFACTION TOWARDS ONLINE BANKING SERVICE QUALITY OF SBI." International Journal of Management, Public Policy and Research 1, no. 1 (March 31, 2022): 76–80. http://dx.doi.org/10.55829/ijmpr.v1i1.45.
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Net banking refers to the electronic payment system which helps the customer of any particular bank or financial institution for conducting financial transactions through the help of internet. Nowadays Net banking is grown rapidly. Specifically after the covid period importance of online transactions are become more popular. As net banking has benefits like time saving, easily accessible, removes the geographical barrier etc. makes it popular in customers. Through the net banking person can avail many services like fund transfer, verification of account balance, utility bill payment, online ticket booking and many other services. This study mainly focuses on customers’ satisfaction towards the net banking system and popularity of net banking.
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Amin, Hindu J., Pauline E. Onyeukwu, and Hope I. Osuagwu. "E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks." INTERNATIONAL JOURNAL OF INNOVATION AND ECONOMIC DEVELOPMENT 4, no. 2 (2018): 51–57. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.42.2004.
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Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.
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SAFARLI, Elmir, and Nargiz GASIMZADE. "ASSESSMENT OF THE CUSTOMER SATISFACTION IN AZERBAIJAN PRIVATE BANKING SYSTEM." Economy of Ukraine 2022, no. 6 (July 4, 2022): 66–83. http://dx.doi.org/10.15407/economyukr.2022.06.066.
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The purpose of this study is to develop the principles and methodological apparatus of the system for increasing customer loyalty of banking services on the basis of relationship marketing in Azerbaijan banking system. In accordance with the goal, the following tasks were solved: 1. The features of banking services that determine the specifics of marketing banking services are identified. 2. The areas of application of psychological theories of motivation in the marketing of banking services are analyzed, and the features of the decision-making process on the purchase of banking services are highlighted. 3. The state and prospects of the domestic banking services market, its structure, and competitive environment have been studied. 4. A comparative analysis of the proposal of Azerbaijan and foreign banks. 5. The factors affecting the formation of customer loyalty are identified. 6. Studied the relationship marketing tools used to increase customer loyalty. 7. The methodological apparatus of the system for increasing the loyalty of banking consumers has been developed. In particular, a procedure has been developed for assessing customer satisfaction - the main component of loyalty; the procedure for identifying key consumers has been developed; strategies to increase the loyalty of key consumers are described; specific ways to increase loyalty are indicated.
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Sulaiman, Mohammad Sharif, and Naser AbdelKarim. "Electronic Banking Strategies and Their Impact on Customers’ Satisfaction: Empirical Evidence from Palestine." Asian Social Science 15, no. 10 (September 29, 2019): 20. http://dx.doi.org/10.5539/ass.v15n10p20.
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Digital banking could be a new era for banks in Palestine. Electronic banking services have become an essential part of the banking services in most of the banks in Palestine, along with the traditional banking represented by the physical branches. Recently, more banks in Palestine have shifted towards Electronic Banking services by utilizing the advancement in the Information and Telecommunication technology thereby enhancing the customer experience and satisfaction, and increasing the efficiency of the banking services, since electronic banking is available 24/7, with no restrictions on working hours.
This study examines the correlation between electronic banking services in Palestine and customer satisfaction. The main question is: “What is the impact of the electronic banking strategies on customers’ satisfaction within the banking sector in Palestine?” The methodology used to tackle this question is based on two major components: a) survey design targeting 347 banks’ customers in 8 banks in Palestine, b) Direct interviews with the Top management of two major banks in Palestine (Arab Bank and Bank of Palestine) on the bank's future strategies towards Electronic banking.
With the introduction of the Third generation of wireless internet (3G) service in Palestine, the internet has become readily available and accessible, at any time. Along with the availability of traditional wireless network in the bank itself, the banking systems in Palestine are moving quickly toward digitalization. This study finds several interesting findings, one of these findings is the significant positive correlation between electronic banking strategies and customer satisfaction using these services. Thus, the study null hypothesis was rejected and the alternative hypothesis was accepted. This finding will be guiding the banks in Palestine to build strategies focusing on electronic banking services to achieve one of their top objectives by attracting and retaining their customers for the long-term.
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Deni Ardiansyah and Lies Handrijaningsih. "The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)." International Journal of Science, Technology & Management 2, no. 4 (July 25, 2021): 1415–22. http://dx.doi.org/10.46729/ijstm.v2i4.254.
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This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.
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Shaker Ibrahim, Sardar. "Customer Satisfaction with Electronic Banking Services in the Iraqi Banking Sector: a case of Duhok city banks." Academic Journal of Nawroz University 11, no. 3 (June 2, 2022): 12–19. http://dx.doi.org/10.25007/ajnu.v11n3a826.
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This paper looks at the effect of electronic banking on customer satisfaction of three bank customers in Duhok city including: Kurdistan International Bank, RT bank and Cihan Bank. In the latest time because of development of international economy there has been a significant increase in the using electronic banking. Questionnaire is used for this paper to get the data and descriptive statistics used for analyzing data. The project has found that there is an important association between electronic banking and customers’ satisfaction and it can be concluded that there is a strong and positive impact of e-banking on customer satisfactions especially in crisis times like Corona virus. It is highly suggested that these banks should add other e-banking services behind current services like internet banking, mobile banking, and ATM. Moreover, these banks should also ensure that their staffs acquire basic information communication technologies skills to use e-banking services correctly. Finally, the findings from this paper suggest that these banks should provide e-banking services during all 24 hours and in all days to satisfy their customer.
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Chukwu, Kenechukwu Origin, Chimarume Blessing Ubah, and Ezeaku Chisom Njideka. "Electronic Payment System and Customer Satisfaction in Nigerian Banking System." International Journal of Scientific and Management Research 04, no. 05 (2021): 30–48. http://dx.doi.org/10.37502/ijsmr.2021.4502.
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S, Vijayanand, and Logesh Kumar S. "Analyzing the Impact of Service Quality on Satisfaction in E-Banking Services- An Empirical Study." KINERJA 25, no. 2 (September 20, 2021): 270–86. http://dx.doi.org/10.24002/kinerja.v25i2.4593.
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Customer satisfaction is now taking as a core issue in all the service oriented sectors and especially, banking institutions have considered this as a base point due to heavy competition and proffering higher services through digital and electronic mode. Even though they have offered better service, satisfaction level towards these E-banking services among the customers is not dynamic because of not having adequate knowledge among them in using these services which clearly reflected the under usage of customer knowledge management by the banking authorities. Taking into consideration, this study focusing the effect of E-Banking Services on customer satisfaction particularly in Public sector Banks of India through 667 customers selected through simple random sampling technique by getting the opinion through self administered questionnaire. Tools like Confirmatory Factor Analysis (CFA), Percentage Analysis, Karl Pearson’s Correlation, Multiple Regression Analysis, Comparing mean test were carried out and the result revealed that there existed a positive association between the factors under E-Banking Services and demographic variables too with the Customer Satisfaction and all factors were highlighted as a forecaster for Satisfaction.
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Van Huy, Le, Pham Long, Aidan O'Connor, and Pham Dinh Tuyen. "The Development and Measurement of a Customer Satisfaction Index (E-CSI) in Electronic Banking." International Journal of Strategic Decision Sciences 8, no. 3 (July 2017): 45–58. http://dx.doi.org/10.4018/ijsds.2017070102.
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In the current technological age, once traditional means of delivering services to customers are losing its dominant position, the application of the Internet has evolved as an innovatively supporting alternative for attracting customers, especially in banking service. In that aspect, customers' perception of online banking service through the delivery of website quality (Webqual) remains the main concern for bank's managers in Vietnamese banking system because customers are easily inclined to another banking service provider due to their poor website-operated experience. Based on the evaluation of factors influencing on banking website quality, its relationship to customer satisfaction and retention, this article suggests the measurement of electronic Customer Satisfaction Index (e-CSI) of perceived banking website quality by three most developed banks of Vietinbank, Vietcombank and BIDV in central Vietnam, from which provides insights that may be useful for improving the quality of online banking service.
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Adeiza, Adams, Mohammed Sani Abdullahi, Fadi Abdel Muniem Abdel Fattah, Olawole Fawehinmi, Noor Azizi Ismail, Marina Arnaut, Osaro Aigbogun, Ibraheem Salisu Adam, and Amauche Ehido. "Mediating mechanism of customer satisfaction on customer relationship management implementation and customer loyalty among consolidated banks." Uncertain Supply Chain Management 10, no. 3 (2022): 819–32. http://dx.doi.org/10.5267/j.uscm.2022.3.012.
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The aim of this study is to investigate the mediating mechanism of customer satisfaction (CS) on customer relationship management (CRM) and customer loyalty (CL) among Nigerian consolidated banks. This paper used a survey research design, and the study unit of analysis consists of selected customers among Nigerian consolidated banks. This study used a purposive sampling technique whereby structured questionnaires were used to collect data from 750 customers of the 5 focused banks in Kano State, Nigeria. Partial least square–structural equation modelling (PLS-SEM) was used to evaluate the study hypotheses. The outcome of the study revealed that CRM has a significant effect on CL while CS partially mediates CRM and CL relationship. This paper provides substantial results to practitioners to realize the role of developing a CRM strategy in the Nigerian banking industry. In line with that, the management of the banks should build sound CRM components such as process fit, customer information quality and information system support to deliver sound services in order to operate and compete in the banking ecosystem effectively. This paper has made a substantial contribution to the body of knowledge in the CS, CL, and CRM literature by operationalizing it within the Nigerian banking industry.
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S, Rani, Nitu Maurya, Salauddeen Shaika, and Pankajam A. "Service Quality Perception in Private Banks: A Study with Special Reference to Karur Vysya Bank Ltd." ECS Transactions 107, no. 1 (April 24, 2022): 16803–12. http://dx.doi.org/10.1149/10701.16803ecst.
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Nowadays private sector banks are giving new dimension of the banking chapter. Private banks are quickly adopting the technology for banking operations and customer satisfaction. Because of the heavy competition in the banking industry, private banks are forced to do the technology advancements and customer satisfaction. The researcher tried to find out the Karur Vysya bank customers expectation through a well-defined interview schedule. The challenging business process in the budgetary service pressurized banks to introduce an alternative delivery channel to pull customers and improve customers perception. Customer satisfaction and customer retention are increasingly developing to key success elements in banking. Technology specifically has been increasingly employed in service association to enhance customer service quality and delivery, reduce costs, and standardize core service offerings. The banking scenario in India is the post liberalization and deregulated environment has witnessed sweeping changes. The tremendous advances in technology and the aggressive imbuement of data technology had gotten an outlook change in banking operations. Technology has emerged as a strategic resource for achieving higher efficiency. Another strategic challenge confronting banking establishment today is developing and changing needs and expectation of customers in tandem with increased education levels and developing wealth consumers are became increasingly decreasing and have become more involved in their monetary decisions. Thus, they are demanding a worldly range of items and services at more competitive prices through more efficient and convenient channels.
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Kamala, Dr (Smt)N, Smt S. Arumuga Selvi, M. Chandra, and Smt M. Maheswari. "A Study on Impact on the Service Quality and Customer Satisfaction of SBI in Tirunelveli District." Restaurant Business 118, no. 10 (October 10, 2019): 145–50. http://dx.doi.org/10.26643/rb.v118i10.9157.
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Now days in the banking sector experts have to pay special attention to the service quality because it will decide the customer decision making process, but also it will make some changes in the customer satisfaction, purchase retention, loyalty and business survival. It may be shown in many researches. The main objective of this paper is to review the relationship between service quality and customer satisfaction. The research will help to understand the impact on the service quality and customer satisfaction.
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Dr.(Smt)N.Kamala, Smt. S.Arumuga Selvi, M. Chandra, and Smt M. Maheswari. "A Study on Impact on the Service Quality and Customer Satisfaction of SBI in Tirunelveli District." Restaurant Business 118, no. 10 (October 18, 2019): 298–306. http://dx.doi.org/10.26643/rb.v118i10.9324.
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Now days in the banking sector experts have to pay special attention to the service quality because it will decide the customer decision making process, but also it will make some changes in the customer satisfaction, purchase retention, loyalty and business survival. It may be shown in many researches. The main objective of this paper is to review the relationship between service quality and customer satisfaction. The research will help to understand the impact on the service quality and customer satisfaction.
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Siadat, Seyed Ali, and Mohammad Mohammadi Sadr. "Designing a Model for Assessing the Relationship between Organizational Citizenship Behaviors and Customer Satisfaction(Kerman Saderat Bank as Case Study)." Journal of Public Administration and Governance 2, no. 2 (July 3, 2012): 125. http://dx.doi.org/10.5296/jpag.v2i2.2044.
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Now a day, customer satisfaction (CS) has been considered as one of the most important factors for organizational success. Implementation of customer satisfaction assessment systems is one of most indices in order to improving organizational performance. Customer satisfaction plays important roles in banking industry. Organizational citizenship behaviors (OCB) of bank personnel will change the customer satisfaction and directly affects bank performance. Because of these important interactions between OCB and CS in banking industry, this paper intentionally this investigated process by using PCA and PFA techniques. Results of this study indicated that CS has significant relationship with staff employee’s relationships while personal features of employees and OCB has direct impacts on CS. Also detailed analysis revealed that responsibility factor of employee’s social relationships and trustworthiness factor of personal employees are the most important factors of OCB in CS assessment.
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Hossain, Md Shamim, Xiaoyan Zhou, and Mst Farjana Rahman. "Customer satisfaction under heterogeneous services of different self-service technologies." Management & Marketing. Challenges for the Knowledge Society 14, no. 1 (March 1, 2019): 90–107. http://dx.doi.org/10.2478/mmcks-2019-0007.
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Abstract This study aims to evaluate the customer satisfaction of different self-service technologies (SST) when different SSTs provide various services. This study compares overall customer satisfaction according to the four types of SSTs (Mobile Channel SST, ATM SST, Telephone SST and online SST) when SSTs provide heterogeneous services. We used both primary and secondary data. Primary data consisted of a survey questionnaire applied to a final sample size of 400 people. Data analysis was performed via ordered logistic regression. The results showed that customer satisfaction on different SSTs for different services positively associate with overall customer satisfaction in the banking sector, and this study finds customer satisfaction of mobile banking (MB) more positively associate than other SSTs with customer satisfaction. This study conducted on one profit-making organization (bank) of Bangladesh. Therefore, the geographic bases of SST contexts limit the extension of our findings. Future investigation is needed for evaluating the customer satisfaction on non-profit organizations and educational sector. Understanding what factors determine customer’s satisfaction in the different services provided by each SSTs contribute to manage and coordinate multiple services delivered by various SSTs and to know the process of improving the customer satisfaction across the services offered. Previous investigations were focusing on the customer satisfaction when provided services and/or SSTs are homogeneous, but this study examines the customer satisfaction when both services and SSTs are heterogeneous. This study significantly impacts both the management and research of developing operations strategies for organizations.
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Bongazana Dondolo, Hilda, and Nkosivile Welcome Madinga. "Ease of use, security concerns and attitudes as antecedents of customer satisfaction in ATM banking." Banks and Bank Systems 11, no. 4 (December 22, 2016): 122–26. http://dx.doi.org/10.21511/bbs.11(4-1).2016.02.
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This study examines the influence of ease of use, security concerns and attitudes on South African consumers’ satisfaction with ATM banking services. Participants of the study were solicited through electronic mailing list of ATM users in South Africa. These participants were provided with a website link that directed them to an online survey hosted by Qualtrics. A total of 224 participants from the various provinces of South Africa responded. This study confirms that customer satisfaction is linked to security concerns, attitudes and ease of use. Overall, the results indicate that the respondents were satisfied with ATM banking services. Since there is a shortage of research on customer satisfaction with ATM banking services in South Africa, an area often neglected by South African researchers, this study contributes to knowledge available in the existing literature. Keywords: ATM banking, customer satisfaction, ease of use, security, attitudes. JEL Classification: G21, M31
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Ramaj, Aurela. "Customer Relationship Management (CRM) in Banking Sector in Albania." European Journal of Economics and Business Studies 2, no. 1 (August 30, 2015): 136. http://dx.doi.org/10.26417/ejes.v2i1.p136-143.
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The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to know the basic capabilities of CRM systems and in-depth knowledge of methods and management techniques customer relationships. This paper will examine the methods and techniques of customer relationship management and display functionalities customer relationship management-implemented in banks.
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Minh Duc, Phan. "Customer satisfaction in digital banking sector in Vietnam: a meta-case approach." Telos Revista de Estudios Interdisciplinarios en Ciencias Sociales 24, no. 3 (September 3, 2022): 819–36. http://dx.doi.org/10.36390/telos243.22.
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As the digitalization of financial services increases, it is the customers who benefit, and the banks have more capacity to enhance the experience and digital satisfaction of their target customers. The paper focuses on an important issue of the Vietnamese banking system. It is the process of digital transformation through applying leading fintechs to their core banking platform. Therefore, the main objective of this research is to explore the possible relationship between customer satisfaction with digital banking services and the other observed variables due to the theory of SERVQUAL. This study reaffirms and adds to the measurement scale system of customer satisfaction concepts while experiencing digital banking services. This helps researchers in the banking sector of Vietnam and around the world have a scale to conduct their researches on customer satisfaction. The author also uses quantitative analysis for a random sample survey within the banking network of Northern region of Vietnam (290 samples in total). Descriptive analysis, reliability analysis of scale, exploratory factor analysis, or multiple regression analysis all provide better perspectives on the relationship between customer satisfaction and the digital services that banks are offering. The major findings of the study involve the fact that focusing on minimizing response time to customers' inquiries and individualizing services to each one of them are the things that the digital banks in Vietnam need to do beforehand. To conclude, the roles of tangibles and responsiveness in the digital banking services can only be examined much more thoroughly in the upcoming researches while this one cannot.
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Rahman, Nurazzah Abd, Seri Dahlia Idrus, and Noor Latiffah Adam. "Classification of customer feedbacks using sentiment analysis towards mobile banking applications." IAES International Journal of Artificial Intelligence (IJ-AI) 11, no. 4 (December 1, 2022): 1579. http://dx.doi.org/10.11591/ijai.v11.i4.pp1579-1587.
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Innovation and technology have subsequently transformed banking industry’s way of delivering products and services to their customer. Mobile banking is an effective way of performing transaction as it can be performed anywhere and anytime. The evolution of banking experience is important to fulfil customers’ need and demand especially in highly competitive banking industry. Through mobile banking application, customer can express their satisfaction and dissatisfaction directly on the application store platform. The fulfilment of customer’s satisfaction is important to avoid customer attrition. This research focused on customer feedbacks towards six mobile banking application in Malaysia which is Maybank, Commerce International Merchant Bankers (CIMB), Public Bank, Hong Leong Bank, Rashid Hussein Bank (RHB) and AmBank. This research aims to identify keywords related to customer feedback towards mobile banking, classify the sentiment and evaluate the accuracy performance by using supervised machine learning algorithm of support vector machine (SVM) and naïve Bayes (NB). The result shows that linear SVM is the best model with the highest value in all accuracy, precision, recall, including F1-score with value 97.17%, 97.21%, 97.17% and 97.18% respectively. With this high accuracy value, this model would have better performance in analyzing the classification of customer feedback in mobile banking application.
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Chandra Saha, Dr Gopal, Dr Shameem A., and Mahadi M. Faisal. "Prospects Electronic-Relationship Marketing (E-RM) in the Banking Sector of Bangladesh." Advances in Social Science and Culture 4, no. 2 (March 25, 2022): p1. http://dx.doi.org/10.22158/assc.v4n2p1.
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Electronic-Relationship Marketing (E-RM) is an emerging marketing strategy in the banking sector of Bangladesh. For the last few years, RM and E-RM have attracted both customers and bankers as it is considered as a new ‘strategic weapon’ for maintaining proper relationships with the client. In the study, quantitative as well as qualitative data was gathered by taking personal interviews among 600 respondents, and the response rate was 100%. Empirical tests using factor analysis and tests of hypothesis using SEM were applied. An extensive analysis of the data enabled the researcher to formulate an E-RM model for the banking industry in Bangladesh to conceptualize the customer-banker relationship. It contributes to the existing body of banking and marketing literature by introducing ten factors: commitment, conflict management, responsiveness, ease of use, customization, service expense, security, communication, bonding, and trust. Most of the variables except three showed a significant and positive relationship between E-RM dimensions and customer satisfaction. The impact of customer loyalty on customer retention is also positive. The study suggests some recommendations in order to increase the effectiveness between E-RM dimensions and customer satisfaction. Finally, the thesis ends by setting out an agenda for future research.
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Abdullahi, Mohammed Sani, Bashir Mikail Usman, Fatima Binta Salisu, and Yusuf Suleiman Muhammad. "Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry." Pakistan Journal of Humanities and Social Sciences 6, no. 3 (September 30, 2018): 296–314. http://dx.doi.org/10.52131/pjhss.2018.0603.0048.
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This study investigates the effect of convenience, accessibility and reliability on customer satisfaction in the Nigeria banking industry. The target populations of the study are customers of Jaiz Bank, BUK Road Branch in Kano State, Nigeria and the stated bank branch serves as the scope of the study. The population of the study consists of 10,580 customers of the focused bank in question, and 371 respondents make up the study sample size and it was captured out of the stated population which was obtain through research advisors table of sample size determination. Structured questionnaire was employed as the method of data collection, while regression analysis was employed as the method of data analysis that tests the hypothesized hypotheses of the study. The result indicates that electronic accessibility and convenience has significant and positive effect on customer satisfaction. The result of the study also found that electronic reliability has negative effect on customer satisfaction. This study recommends that banks should enlighten and educate customers judiciously on the use of electronic services such as SMS (Mobile) banking, web/internet banking and e-switch, POS banking services that are not well patronized. Internet banking should be well developed in other to face competition in the banking industry and maintain profit.
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Pula, Fellanze. "Co-creating value and its impact on customer satisfaction and customer loyalty: A banking sector perspective." Journal of Governance and Regulation 11, no. 4 (2022): 179–90. http://dx.doi.org/10.22495/jgrv11i4art17.
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The application of co-creation is important and traditionally proves that banks that offer products and services without taking into account the opinions and recommendations of customers have the opportunity to remain focused on the bank and not be successful (Keshavarz & Jamshidi, 2018). In many organizations, especially those dealing with services, customer satisfaction is considered a challenge. Customer satisfaction influences customer loyalty and a loyal customer is a constant source of revenue, and satisfied customers do not focus on replacement products found on the market. From this, we conclude that customer satisfaction increases loyalty and reduces opposition to the products and services that the company offers (Jaakkola, Helkkula, & Aarikkula-Stenroos, 2015). This study aims to measure the impact of co-creation value through the DART (dialogue, access, risk assessment, and transparency) model on customer satisfaction and customer loyalty. The method used to answer the research questions is the quantitative method, where data were collected through primary research; the population of this study is the customers of all commercial banks in Kosovo, where the sample was 300 customers of randomly selected banks. Based on the research results, referring to Spearman’s rho correlation we conclude that co-creation with customer satisfaction and customer loyalty are in direct proportion. According to the ordinary least squares (OLS) model, we conclude that co-creation affects customer satisfaction and customer loyalty. Through this research, banking structures have the opportunity to increase customer satisfaction and create loyalty to customers through the co-creation process, strengthening its components such as dialogue, access, risk assessment, and transparency.
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Ayo, Charles k., Aderonke Atinuke Oni, Oyerinde J. Adewoye, and Ibukun O. Eweoya. "E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction." International Journal of Bank Marketing 34, no. 3 (May 16, 2016): 347–67. http://dx.doi.org/10.1108/ijbm-12-2014-0175.
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Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0. Findings – The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality. Practical implications – This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking. Originality/value – This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.
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Ensslin, Leonardo, Sandra Rolim Ensslin, and Hugo de Moraes Pinto. "Processo de investigação e análise bibliométrica: avaliação da qualidade dos serviços bancários." Revista de Administração Contemporânea 17, no. 3 (June 2013): 325–49. http://dx.doi.org/10.1590/s1415-65552013000300005.
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O objetivo desta pesquisa é demonstrar como um pesquisador pode, de forma estruturada, selecionar artigos relevantes e identificar características dessas publicações que venham contribuir cientificamente para seu tema de interesse - aqui ilustrado na literatura internacional sobre Avaliação da Qualidade dos Serviços Bancários. O trabalho é caracterizado como exploratório-descritivo, de natureza teórico-ilustrativa, e tem como instrumento teórico de intervenção o Knowledge Development Process - Constructivist (Proknow-C). Com o desenvolvimento do processo, encontram-se: (a) um portfólio de 28 artigos alinhados com a visão adotada pelos pesquisadores que informaram a redação do referencial teórico desta pesquisa; (b) o periódico International Journal of Bank Marketing como aquele que apresenta o maior fator de impacto frente à comunidade científica para as bases JCR e SJR; (c) banking, customer satisfaction, customer loyalty e service quality como as palavras-chave mais recorrentes; e, (d) os autores A. H. Aldlaigan e F. A. Buttle e o artigo Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking escrito pelos autores A. Jamal, e K. Naser, como destaques na área.
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Anysiadou, Melpomeni. "Behavioral Analysis of Digital Banking Acceptance and Customer Satisfaction, in Greece." International Finance and Banking 8, no. 2 (September 19, 2021): 13. http://dx.doi.org/10.5296/ifb.v8i2.18769.
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Greeks seem to be unfamiliar with online banking services, which was an obstacle to the smooth conduct of their transactions, especially during the Covid-19 period. The objective of the study is to reveal the dimensions that influence the use of Digital Banking, including users’ satisfaction and no users’ perceptions in Greece during Covid-19 period, using both econometrical and behavioral analysis approaches. Performing factor analysis, a Structural Equation Model and Multiple Logistic Regressions Models derived that both technological and personal factors, such as, personality and familiarity with banking products could impact the use and maintenance of the use of Digital-Banking in Greece. Besides, technical characteristics of services applications’ such as easiness in login and security influenced users’ satisfaction, while other traditional banking services such as ATM’s and automatic machines’ use, including the behavioral intention to change the way someone is conducting his/her banking transactions, could also be an obstacle in adoption. The particular study examines at the first time not only the perceptions of Greek consumers about electronic banking services, such as Digital-Banking, but also the factors, which will enhance the existing users’ satisfaction, in conjunction with the barriers that lead in non-adoption, including other banking services.
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Liu, Chun-Chu, Li-min Chuang ., and Chien-Min Huang . "A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac." Journal of Economics and Behavioral Studies 4, no. 8 (August 15, 2012): 467–76. http://dx.doi.org/10.22610/jebs.v4i8.348.
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As the Taiwanese government gradually opens up the country’s banking sector in recent years, the number of financial institutions of Taiwan has increased rapidly. Until the end of January 2010, the number of the domestic banks is up to 37, the average number of the customers served in each branch is less than 4,000. As all banks wish to be more competitive in such an environment, new advertising and marketing skills are taken. New banking services and technology are also provided in order to attract more customers. The study aims to discuss the relationship among three aspects including the Electronic Customer Relationship Management, Customer Satisfaction, Customer Loyalty, and we choose Bank Sinopac users as subject. In addition, the following results are concluded by statistics and analysis: 1. Using e-CRM had obvious on the customer satisfaction and customer loyalty. 2. Customer satisfaction had obvious on the customer loyalty.