Influences of Customer Satisfaction in Retail Banking PDF Download
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Author: George Henry Lowry III.
Publisher:
ISBN:
Category :
Languages : en
Pages : 19
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Book Description
Author: George Henry Lowry III.
Publisher:
ISBN:
Category :
Languages : en
Pages : 19
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Book Description
Author: ANUBHAV ANAND MISHRA
Publisher: LAP Lambert Academic Publishing
ISBN: 9783844394238
Category :
Languages : en
Pages : 76
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Book Description
The retail banking sector is undergoing wide sweeping changes due to heightened competition and the initiation of modern technology. Now the customers have become more aware than they were in the past and as a result are continuously looking for better quality of services from their retail banks that can provide them with satisfaction. This book helps in the identification of the relationship dimensions that are responsible for satisfying the customers and also enables in the assessment of the influencing power of these factors. This in turn would help in the enhancement of the relationship between the retail banks and their customers, and thus aid the decision makers of these banks to identify the major factors that determine the satisfaction of the customers. This book has put forward a number of implications that have a practical relevance for those bank managers who seek to identify the levels and factors of satisfaction of their customers. Managers can also be benefited because of the identification of the hierarchical importance of these factors. Apart from professionals the analysis should also be beneficial for researchers and academicians as well as students of marketing.
Author: Thomas M. Bloch
Publisher:
ISBN:
Category : Marketing
Languages : en
Pages : 148
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Book Description
Author: Peter M. Nardi
Publisher: Routledge
ISBN: 131726097X
Category : Social Science
Languages : en
Pages : 269
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Book Description
The significantly updated third edition of this short, practical book prepares students to write a questionnaire, generate a sample, conduct their own survey research, analyse data, and write up the results, while learning to read and interpret excerpts from published research. It combines statistics and survey research methods in a single book.
Author: Leigh Reynolds-De Bruin
Publisher:
ISBN:
Category : Bank marketing
Languages : en
Pages : 616
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Book Description
Author: P. Tamizhselvan
Publisher: GRIN Verlag
ISBN: 3346944905
Category : Business & Economics
Languages : en
Pages : 240
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Book Description
Doctoral Thesis / Dissertation from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, grade: Commended, Bharathiar University (Tamil Nadu Institute of Urban Studies), course: Ph.D, language: English, abstract: The consumer attitude towards the various financial services products in the past was very passive and attracted less interest. But after the advent of technology and new forms of internet-based Banking, have had a great impact on consumer's attitudes and how they purchase financial products and services. The financial services providers are not certain of retaining their customers and have resorted to the traditional technique of the relationships building and loyalty practices. This makes it all the more important for financial services providers to understand the attitudes of customers and influence their decision-making and behavioral patterns. Consumers tend to search for product information either explicitly or implicitly depend on the attention, perception and other environmental cues related to information on the product. In literature, the choice of a mortgage is conceptualized as a function of value, prepayment, points, type of mortgage sought, etc. A prerequisite for consumers to make good decisions is to have all the relevant information therefore Banks must adopt a mandatory disclosure policy to facilitate this information search.
Author: Sanmugam Annamalah
Publisher:
ISBN:
Category :
Languages : en
Pages : 8
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Book Description
This paper investigates the importance of antecedents of customer loyalty such as customer satisfaction and service quality dimensions. It addresses whether the dimensions of service quality impacts customer satisfaction eventually leading to customer loyalty. The Structural Equation modeling technique was used in this analysis to determine customer satisfaction and customer loyalty. The results suggest that empathy and assurance are the key factors in delivering customer satisfaction, whereas, tangibility, reliability and responsiveness are found to least impacting customer satisfaction. The relationship between customer satisfaction and customer loyalty is also found to be very significant. Therefore, the bank managers should focus their resources on improving customer care and assuring the services provided to the bank customers will eventually create customer loyalty towards their banks.
Author: Mohammad Shamsuddoha
Publisher:
ISBN:
Category :
Languages : en
Pages : 16
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Book Description
This study investigates customer satisfaction as the most important factor behind loyalty in retail banking. Various study showed that satisfaction plays an important role to establish loyal customer base. This study points out that satisfaction and loyalty relationship is critical for retail banks. Understanding the factors behind loyalty as well as the antecedents of customer satisfaction is an important issue for academic research as well as for marketing in financial services. The major aim of this study is to identify satisfaction as the major factor behind customer loyalty in retail banking. To comply with the aim, two basic questions has been investigated where one is related to determine the relationship between satisfaction and loyalty in retail banking, and the second one is to determine the role of dimensions of service quality towards satisfaction. The research has been carried out through secondary research and primary research. Survey method has been used for primary research. Personal contact approach through questionnaire has been introduced to conduct the survey. The findings reveal that satisfaction and loyalty are related to each other. Moreover, satisfaction has a positive and direct impact on loyalty in banking.
Author: Dr Aloysius O.C
Publisher: Archers & Elevators Publishing House
ISBN: 938880516X
Category : Antiques & Collectibles
Languages : en
Pages :
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Book Description
Author: Laly Antoney
Publisher: Prem Jose
ISBN: 1711053279
Category : Reference
Languages : en
Pages :
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Book Description
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
