Thesis on customer satisfaction in banking sector

CUSTOMER SATISFACTION IN BANKING SECTOR: THE CASE IN NORTH IRAQ,CITY OF ERBIL. Client satisfaction is needed for comforting clients and gain their loyalty. (ii) To find out the benefits associated with electronic banking usage.. 2) This study is only limited to Indian banks. Then the crisp numbers normalized in DEMATEL and total matrix of each factor is calculated This research paper on Customer Satisfaction Management in Banking Sector was written and submitted by your fellow student. Is met by the service, customer satisfaction will be high (meaning more consumers will engage into mobile banking) and if not, it will be low (meaning more …. The quality of service has become an aspect of customer satisfaction These elements have been applied in the study of Ananth et al. The study revealed different impacts affecting the bank customers using e-banking services and products, such impacts were accessibility, time factor, availability, user friendly and security. Introduction Bank is a financial institution which accepts deposits and channels the money into lending for customers. Banks customers’ taste and desire have begun to raise the stakes of expectation of exceptional services. June 2018; the full extent of my Thesis will be. H3 – E-banking increases e-banking and customer satisfaction thesis number of business transaction (e. 3) Some of the respondents of the survey were unwilling to share information affected customer satisfaction changed as online channels became more relevant. Primary studies is done by conducting interviews in a bank as professional service industry. Keywords: Customers, innovation, private sector banks, public sector banks satisfaction JEL Code: Q 55 I. Over the years due to stable and impro ved performance Indian banking system has retained high customer satisfaction and confidence. Customer Satisfaction Customer satisfaction is one of the most important concepts in the field of marketing studies today (Jamal, 2004). Customer satisfaction can also be considered as the key factor in evaluating the performance of the bank and also its service rendered 1) This study has been conducted purely to understand customer satisfaction of digital banking services. BANKING SECTOR IN BANGLADESH Rashed Al Karim [Assistant Professor, School of Business, East Delta University, Tabassum Chowdhury [Lecturer, School of Business, East Delta University] ABSTRACT: Customer satisfaction is essential thesis on customer satisfaction in banking sector for the success of service firms like bank. It can provide speedier, faster, reliable services to the customers for which they are relatively happy H3 – E-banking increases e-banking and customer satisfaction thesis number of business transaction (e. Through Internet banking, customers would enjoy sitting in the comfort of their homes and offices and with a PC log onto their banks’ servers and transact banking activities. The firms are under a tremendous pres- sure to adjust quickly to rapid changes in a marketplace with re-goods to customer, technology and market function.. Abstract ² Indian Banking sector is one of the formidable and widely spread industry in Indian economy. 2 Specific Research Objectives (i) To investigate the impacts of e-banking services on customer satisfaction.

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Title: Service Quality & Customer Satisfaction: A case of Banking Sector” Level: Final thesis for Master of Business Administration in Business Management Author: Sara Qadeer Examiner: Akmal Haider Supervisor: Dr. The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. Maria Fregidou-Malama Aim: The aim of this research is to analyze the impact of service quality on customer satisfaction The banks work by understanding what is expected by the customers and by the interactions of the bank authorities in a proper way the customer expectations can be satisfied. The data has in a high level of reliability and according to the recommendations the banks should adopt and follow the internet banking service and decrease the cost and frees. Carme saurina canals thesis submitted to the universitat de girona for the award of the doctorate degree. The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. The main objectives of the study were to identify the influence of service quality and product differentiation on customer satisfaction in commercial banks in Mogadishu Somalia. Conclusions: Findings reveal that quality of service does effect the customer satisfaction up. This study was set out to assess the quality of products and services of GCB bank; and to assess the level of customer satisfaction with products and services of GCB bank. Johnston (1997) has also supported the concept by defining empathy as the employees’ willingness to welcome customers and to take care of their specific needs Keywords: Customers, innovation, private sector banks, public sector banks satisfaction JEL Code: Q 55 I. In the organised segment, banking system. 05), to customer satisfaction in terms of …. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. The conclusion from this study is that Customer satisfaction can lead to higher rates of retention of the Kenyan bank customers. Bankers to stress upon both service quality and customer satisfaction and retaining valued customers in banks. E-banking is the waves of the future. The customer satisfaction for the banking sector has got many dimensions and varies from person to. The purpose of this study was to know the level of customer satisfaction in the services provided by bank of Abyssinia and it is also to identify the factors that influence customer satisfaction on the banking sector of BOAs, based on customer satisfaction regarding service quality. 800 customers of four selected banks – SBI, PNB, ICICI and HDFC were surveyed. Thus, online-banks desire to uncover which service quality factor is most important and contributes the most to customer satisfaction (Yang & Fang, 2004). LIMITATION OF THE STUDY Financial constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview). Bank managers are therefore more concerned about quality of service and client satisfaction (Olorunniwo et al. Hence, the season for the banking sector to make massive investments in technological advancement to gain customer satisfaction and to build a good reputation among the customers. For this purpose, according to the literature, seven main factors were identified as most important factors affecting customer satisfaction in thesis on customer satisfaction in banking sector internet banking which totally include 27 measurement items. Customer satisfaction is required for the banking sector to raise profitability, business growth and success. (2011), and findings showed a positive relationship to customer satisfaction as applied to banks in the private sector. This is an empiri- cal study using mainly primary data collected through a well-structured questionnaire phd thesis customer satisfaction in the banking industry: a comparative study of ghana and spain aborampah amoah-mensah 2010 doctorate programme in tourism, law and business supervised by: dr. Customers want to transact their banking transactions. Post-liberalization, India has seen exceptional growth in the banking sector backed by rising charts. The purpose of this paper is to evaluate the. Johnston (1997) has also supported the concept by defining empathy as the employees’ willingness to welcome customers and to take care of their specific needs correlation with customer satisfaction, Therefore, the internet banking has a positive impact on customer satisfaction significantly. Customer satisfaction and formulation of marketing strategies to attract more and more customers towards the banks are now becoming a key issue in order to survive in the competitive banking industry for every bank. Therefore, competitive advantage can be achieved by providing good quality services to the clients (Toor et al. (2007) states that Customer Satisfaction is fulfilment in terms of pleasurable. The research findings are analysed by qualitative data analyses techniques to build analyses and draw conclusions.

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Maria Fregidou-Malama Aim: The aim of this research is to analyze the impact of service quality on customer satisfaction The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. Customer perception is very important to add value of the banking services and products. Further, a satisfied customer is likely to be committed & loyal to a bank who thesis on customer satisfaction in banking sector will give repeating business to the bank. In modern economics, banking sector performs its activities with significant role side by side manufacturing and custom thesis binding other sectors. Frequently changing bank staff with incomplete product knowledge and poor follow-ups on complaints has led to dissatisfaction among HDFC customers. This is an empiri- cal study using mainly primary data collected through a well-structured questionnaire primary studies is done by conducting interviews in a bank as professional service industry. Recommendations based on the findings were made to the Kenyan banks which if implemented will enhance the satisfaction of the bank customers as well as improve customer thesis on customer satisfaction in banking sector retention rates. It can provide speedier, faster, reliable services to the customers for which they are relatively happy In modern economics, banking sector performs its activities with significant role side by side manufacturing and other sectors. Service quality, service charges, perceived value and customer satisfaction are the. THE INFLUENCE OF ATM SERVICE QUALITY ON CUSTOMER SATISFACTION IN THE BANKING SECTOR OF NIGERIA Akpan, Sunday John (Ph.