Our objective is to find the customer satisfaction trends in. 2. This is intended to bring a better understanding. - Lord William. The concepts and determinants of customer satisfaction has changed significantly as transition has taken place from traditional to modern banking. An empirical investigation of customer satisfaction and. This paper is based on extensive literature review and attempts to … 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. 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. Literature Review 2.1. Banks are more determined to retain their existing customers by providing quality services leading to Customer satisfaction. To protect or gain market shares, organizations need to outperform competitors by offering high quality product or service to ensure satisfaction of customers… customer satisfaction this domain has not been much considered in Bangladesh’s context. 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. (2007). exchange transactions (Kam & Riquelme, 2007). the early 1990s has created heightened competition and greater risks for, In recent years, the banking industry, along with many corporal industries, is undergoing faster transformations. technology play an important role in satisfying the customer specifically in the case of banking. This will include contents of literatures about customer satisfaction, examples of how satisfaction is measures, results of other studies, etc. In India too, the wave of deregulation in 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. The bank should emphasize the importance of customer satisfaction among its employees and take further actions in order to enhance the quality of service. The Impacts of Electronic Banking on Customer Satisfaction in Ethiopian Banking Industry (The Case o... Conference: International Conference on Banking and Finance. This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. The study used tables, percentages, chi-square independency test to see the relationship between demographic characteristics and e-banking, independency t-test to see the visits of branches before and after e-banking by customers is significant or not and regression analysis test has been conducted to explain the variables which determine customers’ satisfaction in e-banking. seven determinants namely social responsibility, employee responsiveness, appearance of, to their study customer satisfaction if influenced by social responsibility, positive word-of-, can significantly increase the customer satisfaction. Ethnicity and customer satisfaction in the, Machogu, A. M., & Okiko, L. (2015). Customer Satisfaction and Trusting in obtaining online banking services. banking industry in developing countries. Accepted on October 21, 2018 Introduction The satisfaction of the customers is very important factor in all service industries to enhance and improve the profitability and financial performance of the concern. Customer Satisfaction trends in Banking Industry-A Literature review, Customer’s Demographics, Adoption & Usage Pattern and Service Quality in case of Alternate Banking Channels: A Literature review, Customer satisfaction trendsin banking industry-a literature review. Keywords: Service Quality, Customer Satisfaction, Islamic Banking, Bahrain. An extensive review of the extant literature was used to identify the theoretical determinants of customer satisfaction in retail banking and their measurement scales. Keywords: Customer satisfaction; Traditional and Modern banking, All content in this area was uploaded by Munish Kumar on Feb 14, 2017, Chitkara College of Sales and Retail Marketing. The intensity of interest in the, purchase of investments and other products was relatively low. Customer satisfaction is how customers react towards the state of satisfaction, and how customers judge the satisfaction level (Hanif, Hafez & Riaz, 2010). Factors Affecting Customer Satisfaction in Online Banking Service . be based on the descriptive research design. 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. accessibility of bank and availability of service which have less impact on, making a positive relationship between customers and internet banking. They found that public sector banks are less profitable than private sector banks. Other important divisions such as the objectives of the study, the problem, limitation and the methodology will be presented. Being incredibly involved with customer satisfaction in the banking industry, we’ve seen firsthand how big of an impact it has for a bank’s financial success. . It has changed consumer behaviour in many ways, including financial transactions formerly requiring a visit to a bank branch to achieve. 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]. 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. LITERATURE REVIEW 1. 1.0 Background to the study.. Customer satisfaction in case of online banking is seen in terms of bank website quality and the overall bank quality. 2. Howard and Sheth (1969, p. 145) had given the definition of, customer satisfaction: “the buyer’s cognitive state of being adequately or inadequately rewarded, for the sacrifices he has undergone.” Customer satisfaction factors in service industry are, Our research aims is to find out the relevant factors which contributes to customer satisfaction in. These were adapted to build a conceptual framework for the empirical investigation conducted. Join ResearchGate to find the people and research you need to help your work. As the study is done in the banks of two different countries, the results may be generalized in the banking sector of service … As a consequence studying the linkage between TQM and Customer satisfaction is necessary as it provides a theoretical as well as a practical platform to the Banking organizations in the efforts to gain sustainable competitive advantage. 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. Literature Review Past literatures were reviewed to get conceptual idea and the in-depth knowledge on the subject matter. You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. The results are two-fold. © 2008-2021 ResearchGate GmbH. Bank website quality is judged by variables such as interactivity and customization, perceived security risk and the bank quality is seen by responsiveness and brand image. Rahi, S. (2015). [5] ... Public Sector Bank Private Sector Bank Both Public and Private Sector Banks Declined to furnish The relationship between service quality and customer satisfaction is not widely discussed in the literature so future research can be done in the same area by using the results of this study. First, your current customers are far more likely to open more accounts or use more services if they’ve had an overall positive experience. Kaur, N., & Kiran, R. (2015). LITERATURE REVIEW The literature review considered the outcomes based on the articles, thus the discussion pattern below. In Pakistan, banking sector is at its boom as the most prominent rising sector. customer satisfaction in banking industry. Customer Satisfaction trends in Banking Industry-A, Customer satisfaction; Traditional and Modern banking, , the financial literacy of ordinary bank customers is still, , only 17% of respondents in the Czech Republic have changed their bank in the past or, satisfaction of customer is dependent on variable then, research suggested that customer satisfaction is the outcome of, Customer Relationship Marketing and Effects of Demographics and, How Much Control Do Managers Really Have Over, Managing Service Quality: An International Journal, The Journal of Internet Banking and Commer, International Journal of Commerce and Management, International Journal of Applied Business and Economic Research. ...A Literature Review and Critique on Customer Satisfaction LIU Huiqun1, ZHAO Xin2 1. wants, preferences change any point of time without giving some hints to industry. of any banking business due to immense competition. need to know whether their customers are satisfied with the services they are providing or not. improving the level of satisfaction but also strengthening the bond between the banks and their customers, Customers prefer to do the online transactions then branch banking. 2. (2007). With a view to authenticate the study, various literatures have been reviewed to identify the research gaps. Literature Review Customer satisfaction is an evaluation of difference between prior expectations about product and its actual performance. Therefore, organizations must Banking sector is purely financial service industry and the customer’s satisfaction is much more important to run banking business successfully. The introduction of internet banking in to the banking sector is to bring customer satisfaction there by to enhance the banks‟ profitability. 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. western world, banking sector is one of the major sector in which customer satisfaction has been the focal point of different studies (Holliday, 1996). This literature review based study will ... research on service quality and satisfaction of customers in banking sector is considered important. 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). Literature Review Customer satisfaction at banking industry The second chapter discusses the literal review. Residential Security. XII, No. (2016). Unless this technology bring increase customer satisfaction than the traditional brick and mortar branches customer may perceive as the same as different branches rather than a new means of delivery channels. Keywords: E-Banking, Service quality, Customer satisfaction. Service Quality & Customer Satisfaction A case study in Banking Sector Sara Qadeer November 2013 - Second Cycle Supervisor: Prof: Dr. Maria Malama . independent variable. Academia.edu no longer supports Internet Explorer. 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. In today's world, customers expect superior quality services from banks which if contented, could end up in improved customer satisfaction levels. Report on customer satisfaction from e banking services 1. customer satisfaction using neural networks approach. market share. Related work and theories of different authors is discussed to explain the purpose and to answer the research problems of the study case. era of customer satisfaction with reference to India. Menu . ii CERTIFICATION The undersigned … Focusing on customer satisfaction has been the key to increasing service quality according to customers’ expectations in the banking sector,” suggested that the level of service quality is an indication of the organization's ability to meet customers' desires and demands. image and customer satisfaction towards customers’. The biggest potential interest of the bank customers, was in depositing savings in the bank and in mortgage loans. 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 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 . 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