An Evaluation of Factors Influencing the Customer Loyalty in Public Banking Sector of Bangladesh PDF Download
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Author: Mohammad Kamal
Publisher:
ISBN:
Category :
Languages : en
Pages : 7
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Book Description
The study aims to evaluate factors influencing the customer loyalty in public banking sector of Bangladesh and to investigate the relationship between influential factors and customer loyalty. Data were collected from the customers of three public banks from a sample of 150 respondents, where 10 respondents were from each of 5 randomly selected branches of each bank. As an instrument, a questionnaire was used for face to face interview. The findings indicate that Services quality; reputation & corporate image of bank, and understanding the specific need of customers have significant impact on their loyalty to the banks. The regression coefficients of customer loyalty to the banks on these factors are found to be 0.696, 0.693, and 0.599 respectively at 5% level of significance. The study also implies that customers of Agrani bank are more committed and loyal as they receive better quality of services compared to other two public banks. Understanding the specific need of customers is found to be the most influential factor affecting customers" overall loyalty toward public banks. This implies that the public banks are required to understand the specific needs of the customers and provide the quality services for creating and retaining the loyal customers.
Author: Mohammad Kamal
Publisher:
ISBN:
Category :
Languages : en
Pages : 7
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Book Description
The study aims to evaluate factors influencing the customer loyalty in public banking sector of Bangladesh and to investigate the relationship between influential factors and customer loyalty. Data were collected from the customers of three public banks from a sample of 150 respondents, where 10 respondents were from each of 5 randomly selected branches of each bank. As an instrument, a questionnaire was used for face to face interview. The findings indicate that Services quality; reputation & corporate image of bank, and understanding the specific need of customers have significant impact on their loyalty to the banks. The regression coefficients of customer loyalty to the banks on these factors are found to be 0.696, 0.693, and 0.599 respectively at 5% level of significance. The study also implies that customers of Agrani bank are more committed and loyal as they receive better quality of services compared to other two public banks. Understanding the specific need of customers is found to be the most influential factor affecting customers" overall loyalty toward public banks. This implies that the public banks are required to understand the specific needs of the customers and provide the quality services for creating and retaining the loyal customers.
Author: Mohammad Shamsuddoha
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
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Book Description
The Human Resource Development in retail banking sector, it is always as a challenge for country like Bangladesh. The aim of this paper is to review the literature related to service quality, service recovery, satisfaction and customer loyalty especially in retail banking sector. This paper will provide a through explanation regarding HRD in the banking sector in Bangladesh n its factors. This study investigates customer satisfaction as the most important factor behind loyalty in retail banking. However, the researcher tried to find out some factors, which may affect the HRD program of a bank and does have some impact to the bank industry in Bangladesh.
Author: Habib Rakib
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659290442
Category :
Languages : en
Pages : 120
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Book Description
Customer loyalty is one of the most important elements for every organization.This research is conducted regarding the Customer Loyalty in Prime Bank Ltd. of Bangladesh. This study is focused on a particular bank in Chittagong city of Bangladesh to investigate the customer loyalty towards the bank. The main aim of this study is to identify the most important drivers of customer loyalty in the retail banking settings in Bangladesh. The study also sought to identify the interrelationships between service quality, customer satisfaction, corporate image, personalization of service/product and customer loyalty in the retail banking sector in Bangladesh. The results reveal that perceived service quality have the most positive relationship with customer loyalty in this research. The result also found that independent variable corporate image has the least positive relationship with customer loyalty. The findings about respondent's age category indicated that most of the respondents were aged between 21-30 years old.
Author: Dr. Md. Uzir Hossain Uzir
Publisher: Partridge Publishing Singapore
ISBN: 1543764762
Category : Technology & Engineering
Languages : en
Pages : 241
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Book Description
A brand is a valuable asset, and loyalty to a particular brand is the source of revenue and profitability of the business. Brand loyalty is significant for the business growth and expansion of companies in the electronics sector. A populated country, Bangladesh has a substantial expenditure on electronic appliances, and the demand for these household items increases over the period; however, customers are not always loyal to a particular brand. Marketing literature shows that customer satisfaction and brand confidence directly affect brand loyalty, and brand trust mediates their relationship. Due to the technological advance of social media, technology has an essential role in the customer's decision to buy household appliances. The existing literature has not focused on this massive demand for electronic appliances, customer satisfaction, loyalty, trust, and social media's significant role in consumer buying behavior. The book shoed the investigation of the effect of customer satisfaction and brand trust of electronic home appliances on brand loyalty and the mediating role of brand trust in customer satisfaction and trust relationship. The study also examined the extent to which customers believe social media information influences them. The study gathered data from 523 Bangladeshi respondents from Dhaka by conducting a survey. The data were analyzed with SPSS and CB-SEM (AMOS) for the hypothesis test. The findings revealed that customer satisfaction and brand trust significantly impact brand loyalty, and social media moderates those significant relationships. The result of the study contributed to the expectancy-disconfirmation theory, trust-commitment theory, brand loyalty theory, and theory of reasoned action by presenting empirically-based insight into customer satisfaction, brand trust, and brand loyalty constructs in electronic home appliances in Bangladesh. In addition, the results provided a practical insight into marketing and brand management. They suggested the practicing managers in developing product quality with customer preference, building trust through maintaining brand image and creating awareness among the customers, and considering the significance of social media and its usage. The research used probabilistic sampling techniques, both rural and urban customers, only a single home appliance, and PLS-SEM statistical tool for analysis. Future researchers could focus and include other variables such as price or advertising; consider loyalty separately, and use both urban and rural customers to have better predictions.
Author: Mohammed Masum Iqbal
Publisher:
ISBN:
Category :
Languages : en
Pages : 45
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Book Description
The financial service industry is facing immense competition across the world and, in Bangladesh, the scenario is not different. The banks in Bangladesh are operating their business in a highly competitive business environment. The main objectives of the study are to explore antecedents of Customer Loyalty and to develop a model of Customer Relationship Management for financial services industry especially for Private Commercial Banks (PCBs) in Bangladesh. To achieve the objectives, this study has looked into the available literature and conducted an empirical study on the causal relationships among different factors such as services quality, customer trust, customer perceived value, customer satisfaction, customer switching barrier, customer culture, and customer loyalty which are directly and indirectly related to CRM. A model has been developed based on comprehensive literature review, focus group discussion, and an extensive survey of the customers of some selected PCBs. The survey has been administered on 450 respondents with a structured questionnaire and the response rate has been 89.44%.In EFA, the study has explored seven factors which are related to CRM namely services quality, customer trust, customer perceived value, customer satisfaction, customer switching barrier, customer culture, and customer loyalty. Confirmatory Factor Analysis (CFA) has been performed to ensure the validity of the constructs. Except for one factor namely Customer Culture, all other factors have ensured the convergent and discriminant validity. The study has revealed that Customer Satisfaction is the most important determinant of Customer Loyalty whereas Services Quality, Customer Trust, and Customer Perceived Value act as significant antecedents of Customer Satisfaction. This study makes a significant contribution to the existing literature by showing the influences of different factors on Customer Loyalty and by developing a model of CRM in the financial service industry of Bangladesh.
Author: Mohammed Iqbal
Publisher:
ISBN:
Category :
Languages : en
Pages : 18
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Book Description
As the significance of CSR initiatives on consumer attitudes, behavior, intention and loyalty has increased it remains imperative for the financial institutions especially banks to investigate the effects of CSR initiatives on customers' loyalty. By taking a model “Causal relationship between CSR initiatives and Customers' loyalty”, therefore, this study has aimed to trigger the effects of customer centric, ethics, green environment, and philanthropic on customers' loyalty. A survey has been conducted on 320 visitors and the response rate is 88.75 percent. Initially, an exploratory factor analysis has been directed using SPSS 21 and subsequently Structural Equation Modeling (SEM) has been used to test both the proposed model and hypothesized relationships among the constructs. The result of the study has revealed that the constructs (customer centric, philanthropic, green environment and ethics) have significant impact on customers' loyalty. The study also revealed that customer centric has the greatest effects on customers' loyalty while ethics is the least influencing factor on loyalty in context of financial institutions in Bangladesh. The findings of the study will help the marketers of financial institutions to attract and retain their customers ultimately to develop customers' loyalty and equity of the institutions.
Author: Md. Mahiuddin Sabbir
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
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Book Description
In continuous-increasing competitive banking environment customer loyalty is potentially an effective tool that banks can use to gain competitive advantage and maintain customers for longer periods. This study conducted to analyze the implementation and effectiveness of customer loyalty strategies in banking industry of Bangladesh. The results of the survey conducted on 30 private commercial banks show that the implementation of customer loyalty strategy is not pervasive with the exception of 'client segmentation'. Use of other loyalty development strategy is quite good but not widespread. In case of effectiveness of the strategies, precisely 'scientific marketing' and 'CRM' are suggesting a greater positive effect on customer loyalty.
Author: Ahmad Pasha
Publisher:
ISBN:
Category :
Languages : en
Pages : 10
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Book Description
This study measures the determinants of customer loyalty in the banking sector by analyzing variables such as customer satisfaction, brand trust, perceived price and service quality. Being a descriptive study, survey method is adopted for data collection. For data collection purpose, a questionnaire on the 5-point Likert scale was adopted and distributed among customers of banks. Reliability of instrument is determined by using Cronbach's Alpha. Correlation and regression techniques are used. The findings of the research reveal that perceived value, service quality, customer satisfaction, and brand trust significantly influence customer loyalty.
Author: Md Rakibul Hasan
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Author: Tesfaye Lelissa
Publisher:
ISBN:
Category :
Languages : en
Pages : 20
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Book Description
Abstract: The study aims to explore the critical bank specific and personal factors that have a bearing on the selection of banks by customers. It has employed an exploratory factor analysis on the 101 questionnaire having 38 component factors. The wide individual items in the questionnaire therefore are simplified and summarized in a gross component. The components are also run in a regression model that links the independent variables that describe bank selection factors with customer loyalty. The result on individual factors four critical factors that determine choice of commercial banks in Ethiopia: the speed of services is among the best in the industry, the extent of the branch network is adequate, the location of branches is appropriate and forex resources are easy to get in the bank. Component wise, the study finds that service quality and availability as well as the quality and accessibility of physical and human resources appear to be the major determinant factor in bank choice. The regression result also shows that the above mentioned factors not only influence customer bank choice but has also impact on their loyalty level.
